Upload Troubleshooting Help

If your upload fails or returns unexpected results, use these steps to diagnose the issue. Find clear steps, safety context, and product guidance in the…

If your upload fails or returns unexpected results, use these steps to diagnose the issue.

"Analysis failed" error

The file may be a scanned image with too low resolution. Try downloading the original PDF from your lab portal. The PDF may be password-protected. Open it in a PDF viewer and re-save without password protection. Very large files (>20MB) may time out. Compress the PDF first.

"No biomarkers found"

Confirm you uploaded a lab result file — not an invoice, appointment summary, or other medical document. The report may be in a non-English language (not yet supported). The report may use a non-standard format. Try contacting support with a sample.

Upload stuck at 99% / not completing