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Handling processing documents in student records

A document may occasionally appear stuck in a "processing" status, usually due to an interrupted upload or an unsupported file type.

The document icon will display as “Processing” or show a sand timer if the student uploads a file that is encrypted or password-protected. In this case, the student must update the file and upload a version that is not encrypted.

To check whether a document is encrypted or password-protected, please follow the steps below:

  1. Review the Student Record

  • Open the student’s profile.

  • Navigate to the Documents tab.

  • Locate any file with the status Processing.

     
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  1. Download All Documents

  • Click the Download All button (top right of the Documents tab).

  • This will download a ZIP file of all uploaded documents.

  • Ensure your role in Configuration has the Download All Documents permission enabled. Please contact your IT to change your role to enable it.

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  1. Locate and Check the Stuck File

  • Open the ZIP folder.

  • Find the file that matches the one stuck in Processing.

  • Check if it is encrypted or password protected:

Quick Check (Mac & Windows):

  • Try opening the file.

  • If you are prompted for a password, the file is encrypted/password-protected.

Detailed Checks by File Type:

  • Windows (PDFs):

    1. Open the PDF in Adobe Acrobat Reader.

    2. Select File → Properties → Security.

    3. If Security Method shows Password Security, the file is encrypted.

  • Windows (Word/Excel):

    1. Right-click the file → Properties to confirm details.

    2. Open it in Word/Excel.

    3. Go to File → Info.

    4. If you see Protect Document/Workbook enabled with a password, it’s encrypted.

  • Mac (PDFs):

    1. Open the PDF in Preview.

    2. Go to Tools → Show Inspector (⌘I) → Security.

    3. If password protection is enabled, it will be shown here.

  • Mac (Word/Excel):

    1. Open the file in Word/Excel.

    2. Go to Tools → Protect Document.

    3. If password protection is checked, the file is encrypted.

 
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      4. If the File Is Encrypted or Password Protected

  • This is why the document is stuck in Processing.

  • Reach out to the student directly and request they upload a new, unencrypted version of the file.

  • Explain that the system cannot process password-protected or encrypted files.