When something goes wrong

Each section says what you see, why it happens and who takes the next step: your company's managers (Management role) or Earlybyte. Report what Earlybyte has to do to support@earlybyte.ch — with sender, address and roughly when, if it is about an email.

An email to mScan does not arrive

You sent a document to your mScan address, but it does not appear under Documents. mScan accepts an email only when all of this holds:

• Address — the address belongs to one of your company's inbound addresses, and that one is switched on.
• Sender — the sender's address is on that address's list of allowed senders.
• Subject — if the address has a subject filter, the subject must contain it.
• Sender verification — the email is signed by the sender's domain. That way nobody can slip documents in under someone else's address. A scanner or forwarding service that does not sign is therefore refused.

A refused email is not stored; nothing of it appears in mScan. If the check only could not run for a moment, the email is delivered again by itself later.

Who acts: Earlybyte. Send the sender, the inbound address and roughly when to support@earlybyte.ch: Earlybyte sees why the email was refused and adds the sender or adjusts the inbound address.

A document waits: "Not configured"

The document has the status Waiting for pipeline, and its page says e.g. Not configured: Scan app, everyone · invoice · digital. No processing is set up yet for this way in (where it came from, which kind, which source) — or the one in charge is switched off. The document is stored safely and is not lost.

Who acts: Earlybyte sets up the processing. Every waiting document then carries on by itself; you do not need to send anything again.

A document waits: kind unclear

mScan could not tell for sure whether it is a receipt, an invoice or another document. The document page says mScan could not tell what this document is. with three buttons.

Who acts: managers. Choose Receipt, Invoice or Document; the document then runs through that kind's processing.

"Monthly limit reached"

A maximum number of documents per month is agreed with your company, and it is reached. Usage in the sidebar shows how many were processed so far. The document is stored but not processed yet; its page shows the limit and the date it carries on. Email and the scan app keep taking documents.

Who acts: nobody, if it can wait — on the first of next month the waiting documents run by themselves, oldest first. If you need them sooner, ask Earlybyte to raise the limit; they then run at once.

With yearly billing the message reads "Billing period limit reached": the documents wait until the next period begins, or until credit is bought or the limit is raised.

"Nothing is taken in or processed right now"

This red banner appears when your company's trial has ended or the account was suspended; the reason is next to it. While it is there, email, the scan app and request links take nothing in, and waiting documents are not read or filed — they stay stored. The scan app keeps what you wanted to send and shows the reason instead of the camera. You can sign in and look at everything, but not change, send, share or request anything. Downloads keep working after a trial has ended, but not while the account is suspended — except the export, with which managers can download everything at any time. Whoever emails mScan gets one reply with the reason; further mail from the same address is refused silently (so a scanner does not get a reply on every scan). Send refused documents again once the account is active.

Who acts: Earlybyte. As soon as the account is active again, the waiting documents carry on at once, and the scan app sends what it still holds.

An amber banner is only a notice, for example about an overdue invoice and the date from which the account will be paused. Until then, everything works as usual.

A document is Failed or Partly filed

Failed means: not filed. Partly filed means: filed in one place, not in another. The document page shows the reason at the output concerned and in its History. Which button fits:

• Retry what failed — when the cause is over (e.g. the target is connected again). Repeats only what failed; what was already read and filed stays. People with the Scan role may do this for their own documents too.
• File again — when you corrected a value (Edit data) or want to file an output again on purpose. Files only, reads nothing again. If an output says Not filed: this document has no date…, fill in the missing value first.
• Process again — when the document was read wrongly and should be read afresh. Your corrections and your crop stay unless you untick them.

Who acts: managers (for Retry what failed also the person themselves). If the error stays although the cause is fixed, report it to Earlybyte. More under Documents.

A SharePoint or OneDrive target stopped working

Under Targets a Microsoft 365 target is marked Broken, and the managers got an email. The sign-in at Microsoft no longer holds — the account's password was changed, the account was disabled or mScan's access was withdrawn. Documents are still read; only filing there fails.

Who acts: managers. The person who connected it has been sent a new link. Or use the icons on the target's row: reconnect it yourself (Reconnect … yourself), send a link to someone else (Send a link to connect …) and check that mScan can write again (Test the connection to …). Then file the affected documents with File again. Details under SharePoint and OneDrive. Other targets are set up by Earlybyte.

The scan app does not send

• No signal — the app shows No connection and keeps the documents on the phone. It sends by itself as soon as there is a connection again, also after a restart. Only a green tick means: arrived. Do not clear the app's data while something is waiting.
• "… waiting to be sent. mScan keeps trying." — reaching mScan is not working right now; the app keeps trying. Nothing to do.
• An entry under Recent shows an error — this document cannot be accepted as it is (e.g. too large); the reason is shown with it. Capture it again.
• "This scan link no longer works" — the link was replaced by a new one or revoked. The managers send a new link under Users. Documents still waiting under the old link are not sent by the new one — capture them again.
• Forgot the PIN — ask the managers for Reset app PIN: the PIN goes the next time the app opens online, and the waiting documents stay. Forgot your PIN? in the app, by contrast, deletes the documents on this phone.

More under scan app and managing people.

The crop cut something off

mScan crops photos itself. Sometimes the crop misses: an edge is gone, or two receipts on one photo were taken as one. Process again does not help here — it gives the same crop.

Who acts: managers. Open the document, choose Crop by hand under Processed and drag the corners onto the document. Then File again replaces the filed copies. Under Documents, List · Photos shows bad crops at a glance. More under Documents.

Spreadsheet rows are in a _locked copy

The document's output says the workbook in eb8-cloud was open, so the rows went into a copy next to it (file name with _locked and a number). The rows are not lost, but they are not in the actual workbook.

Who acts: whoever works with the workbook. Close it and copy the rows over from the copy. If all the copies were open too, mScan files the rows again by itself once the workbook is closed. Workbooks in SharePoint or OneDrive may be open; there are no such copies there. Earlybyte sets up the spreadsheets.

A client cannot upload through their request link

The person you asked for documents reports that their link no longer takes anything. The page tells them why:

• The request is closed — by hand, or on the last day under Expires. Open it again under Requests with Reopen (if the last day has passed, with a new one).
• The link no longer works — it was replaced with Replace link, or the person was removed from the request. Send them the current link with Send again.
• Your company does not take documents through mScan at the moment — the feature is switched off for your company. Earlybyte sorts that out.

Who acts: managers, except in the last case. More under Requesting documents and, for the person themselves, Sending documents.