Troubleshooting Case File Downloads
- mike.doane
File Downloads - Troubleshooting
At times, files are unable to be downloaded and require some troubleshooting to complete.
Indicates there is no Exhibited file at the ERE. Although this appears in RED there is not anything that can be done to resolve the issue as the ERE has not exhibited any of the documents yet. The Assure system will automatically check every 3 days for exhibits.
Indicates the SSN entered does not match the SSN on file at the ERE and requires a SSN update. See the section on updating the claimants SSN
**Most often an indication of Claimant at State Agency (Initial/Recon) file that does not have electronic folder enabled or the claimant is not in RASR or documentation that the credentials used to download the file do not match the ERE system (i.e. you’re not the rep on file for this claimant)
Indicates the file has failed to download. To view the reason, click the claimants name to access the Case Details, click the ERE Case File and view the file information with the exclamation mark or access the case file downloads and deploy the Status Message tab from the columns button.
Members can retry the file from the case file download tab or the case details screen.