Resolving trouble when uploading scans

The Scan Management page at MyRadalink allows you to upload photos or scanner images of Authorization Forms and Sketch Diagrams, when it is required by your state, or when you wish to add these documents for the report record.

Here is what to do if you encounter trouble uploading scans:

1. Make sure that you have a strong Internet connection. Because of large image file sizes, if the connection is weak, the upload process can fail.

2. Check your file type – Is your file a JPG, GIF, PNG, BMP or PDF? If not, please use your phone or scanner settings to make sure you are saving your image files as one of these types.

   1. iPhone Users: iPhones use image type HEIC, by default, which is not compatible with our system. If you use an iPhone to submit scans, go to Settings → Camera. Tap Formats, and tap Most Compatible.

   2. Android and Windows users can change the file type in their camera or scanner settings.

3. Check to make sure your image file size is below 25MB. In some cases users may try to submit an ultra-high-resolution image which can exceed a file size of 25MB and can time-out during the upload process.

4. Check the filename of the image being submitted for illegal characters. Filenames should be alpha-numeric and avoid use of apostrophes, quotes, and non-standard characters.

In rare cases, users will see a red error appear on the screen explaining that the upload failed, and offer an error code. Usually that indicates a problem on our end. If you receive an error code, please call our support team. You can find a more detailed explanation of error codes here.

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