Document Troubleshooting

Adding Documents to Lexbe eDiscovery Suite Platform

This troubleshooting guide discusses a number of things to check if you are having trouble uploading or downloading documents to/from Lexbe eDiscovery Suite Platform. Problems here can arise from a number of different causes and may be associated with specific configuration issues in your browser, the Silverlight add-in, or computer. These items below may very well solve your problem, and if they don't, our support team will be further down the road in identifying your particular problem if you try these first.


You should expect an approximately 10 GB/day processing rate within your Lexbe eDiscovery Platform account (combined all cases) for native files (including PDFs), or OCR of image PDFs, if you are uploading the files yourself. Similarly, you should expect an approximately 2.5 GB/day rate within your Lexbe eDiscovery Platform account(combined all cases) to create Productions (including Bates numbering and TIFF creation if selected) or Briefcase downloads. Your time to download is in addition to this, and will depend on your internet download speed. You should plan sufficient time to meet any production deadlines, including your quality control procedures, the possible need to rerun productions if changes are made, and possible delays in downloads/slower downloads than expected/need to restart downloads. We do not have a feedback indicator as this is a new feature. An email Notification of Upload Completion is on our road-map for a future release.

For larger batches of natives, PSTs or PDFs for upload and processing, OCR of image PDFs, larger production or briefcase downloads, or any uploads of TIFFs and load files, please contact Lexbe Sales for a services quote. We can upload for you from a supplied flash or USB drive, or download productions or
briefcases for you to a flash or USB drive and ship to you.

Upload & Download Issues

If you are experiencing problems downloading or uploading files from and to Lexbe eDiscovery Suite Platform, you may wish to test your download speed and calculate how long the it may take. MORE

Need for Supported Browser and Current Browser Upgrade

We support the two most recent versions of Internet Explorer and Firefox for the PC and Safari and Firefox for the Mac. It is important to upgrade to a recent version of your preferred browser regularly as the best security is usually in the most two recent versions. Also, some of the most advanced functionality in Lexbe eDiscovery Suite Platform will work only in the most two recent versions of our supported browsers. Lastly, we can't specifically address support issues that involve non-supported browsers or versions.

Benefit of Trying Alternative Browsers

If you are having a problem in a particular browser, try installing and using a different supported browser for your operating system to see if the problem persists. For example, if you are using Internet Explorer on the PC, try installing Firefox or Chrome or vice-versa. If you are using Safari on the Mac, try installing Firefox or vice-versa. If the problem exists on only one of the browsers, it is likely due to some specific configuration of that browser, and not something involving your internet connection or the Lexbe servers. Similarly, if you have access to another computer, try logging in and trying the same procedure there. If the issue does not repeat, then the problem can be localized to something computer or browser specific.

Need to Install or Reinstall Silverlight Component

Lexbe uses a cross-platform Silverlight component to allow high-speed and robust uploads of your case files into Lexbe eDiscovery Suite Platform. When you first open the upload component (Case>Add Case Documents>Upload) you may be prompted to download the Silverlight component. Generally, after this installs you are able to begin file uploads without any further difficulty. Below are a few support issues that have come up and their resolution.

Sometimes a computer system will have an older version of Silverlight installed and it needs to be uninstalled and reinstalled with the newer version for the upload to work correctly. Here's how to do this:

>For the PC, go to Control panel>Add/remove programs, and then remove 'Microsoft Silverlight'. Then download and reinstall Microsoft Silverlight.

>For the Mac, go to your Applications folder, find 'Microsoft Silverlight' and drag it to your trash. Then download and reinstall Microsoft Silverlight.

After Silverlight re-installation, a system reboot may be necessary.

Don't Upload from CD/DVD Drives

If you need to upload files from a CD or DVD drive, you should first copy the files to your local hard drive and upload from there. The delays of the read-write cycle from CD/DVD drives can cause an upload to fail.

Large Uploads Taking Too Long

Upload speed is dependent on your local internet speed. If your upload size is large and/or your internet speed is slow, the upload may take longer that you expect. If this may be an issue, check our troubleshooting page on how to check your internet speed and estimate upload/download times.

Try Rebooting Your Computer

We know it's hard to believe, but it's not unusual for this to solve a problem. There are many ways for a computer to get out of state, or run low on memory, and this can cause many strange behaviors. A reboot is a lot faster than an extended troubleshooting session!

Reinstall Your Browser

If a supported browser doesn't work and you've tried the other suggestions above, it may mean that there is something wrong with your browser and it should be uninstalled and re installed.

Upload Service from Lexbe

If you are having any trouble uploading, or have a large upload, please contact Customer Service. We offer an alternative secure FTP service, or simply send us your data on a flash drive (preferred), or on CDs or DVDs.

Page Number Discrepancy

Some PDF Scanned Image type might be partially or totally corrupted, resulting in failure to display the proper number of pages, redaction or contents under the Document Viewer tabs, represented by the 'Original', 'Html', 'Page', 'Pdf', 'Text' and 'Hits' tab (available only when clicking from search results). This is an issue with the original document, not Lexbe eDiscovery Suite Platform. PDFs can corrupt or partially corrupt for a number of reasons prior to the document going into your case. If corrupt or partially corrupt, our indexing may be partial or there may be no indexing. Partially corrupt PDFs sometimes will display in viewers and sometimes not. The fact that a PDF can open and print locally does not mean that it is not partially corrupt unfortunately. The procedure to fix PDFs like this is manual to have someone with experience in file manipulation to get a better copy.

Options are:
>Get a better original (if one exists) and replace in Lexbe eDiscovery Suite Platform.
>Download the original currently in Lexbe eDiscovery Suite Platform, manipulate and re-sample (save) using PDF editing software (e.g., Acrobat Pro) to re-sample and save. Possibly use multiple editors or methods if needed as different editors can give different results. This is a manual iterative process and the time to work with any document can vary a lot.
>Download the original and, if it opens OK in Acrobat or another PDF viewer, print and rescan. Then re-upload the new version. This approach obviously works better for smaller documents. After this is done, re-upload to Lexbe eDiscovery Suite Platform and check that it is properly indexing and paginating.

To see if other documents have similar issues, we recommend the following for additional quality control, if needed:
>Go to Browse and filter on the documents in question.
>Show the Ext (extension), Pages, Words and Size columns.
>Sort on Pages and look for documents with 1 and a small number of pages, but a large 'Words' or 'Size' values.
>This can also be done from Excel if you download the log.

The above procedures can be done users in the case, or it can be addressed by performing some technical work as part of our eDiscovery services, for more information please contact our sales department (sales@lexbe.com) or Support.

If you have other questions or does this document not address your needs, please contact Customer Service.