Understanding Error Messages and Warnings in exacare ai
Last updated: June 9, 2026
Error messages and warnings in exacare ai help you understand when something needs attention before you continue. Some messages mean an action was not completed. Others are warnings that something may be missing, skipped, delayed, or waiting for review.
Use this guide to understand what the message means, what to try first, and when to contact exacare ai Support.
When to use this guide
Use this article when you see an error or warning while working in exacare ai, including when you are:
Uploading referral documents
Reviewing AI analysis or extracted information
Pulling referrals or documents from a referral source
Verifying payer information
Sending a resident to PointClickCare or MatrixCare
Loading referrals, residents, reports, or other pages
What do errors and warnings mean
An error usually means exacare ai could not complete the action you were trying to take. You may need to fix missing information, try again, upload a different file, or contact Support.
A warning usually means exacare ai completed part of the workflow, but something may still need review. For example, a document may have been skipped, a field may need confirmation, or a connected system may need more information.
What to do first
Read the full message.
Look for the part of the message that explains what happened. It may name a missing field, unsupported file, payer mismatch, upload issue, or connected system error.
Check where the message appears.
The page matters. For example, a document upload error means something different from a PointClickCare, MatrixCare, or payer verification error.
Try the recommended fix.
Use the table below to decide what to check first.
If the message is about... | What it usually means | What to try first |
|---|---|---|
Document upload failed, empty file, or corrupted file | exacare ai could not read or save the file | Open the file on your computer, download a fresh copy if needed, then upload again |
Document is too large or there are too many documents | One or more documents may be skipped because the referral package exceeds supported limits | Upload the most important documents manually or remove lower-priority documents before trying again |
Document is unreadable, protected, or not processable | The file may be locked, protected, damaged, or scanned in a way that cannot be read | Try uploading an accessible PDF or image version |
Referral or documents did not pull from a referral source | exacare ai could not access one or more documents from the source system | Confirm the referral and documents are available in the source system, then contact Support if they still do not appear |
Payer verification error | The payer could not verify the resident information entered | Compare the resident name, date of birth, member ID, payer, and required fields against the source record |
PointClickCare or MatrixCare push error | Required information may be missing, mismatched, or rejected by the connected system | Review required resident fields and try again after correcting missing or incorrect information |
Page or item did not load | The page, referral, or item did not finish loading correctly | Refresh the page, check filters/search terms, and try again in Chrome or Edge |
Try the action again once.
If you corrected a field, refreshed a file, or confirmed the source information, try the action again one time.
Contact Support if the issue continues.
If the same message appears again, gather the details listed below before contacting exacare ai Support.
Common error and warning situations
A document says it is empty or corrupted
Open the document outside exacare ai first. If the file does not open, download a new copy from the original source. If it does open, try uploading it again.
If the message continues, contact Support with:
Facility name
Referral or resident name
Document name
Screenshot of the message
Whether the file opens correctly on your computer
A document is too large or cannot be processed
Some files may be too large, protected, damaged, or difficult for exacare ai to read. If possible, upload a smaller or accessible version of the document.
If the document came from another system, try downloading a fresh copy and uploading it again.
A referral is missing documents from the source portal
Some referral source documents may not be available for exacare ai to pull automatically, especially if the source portal requires an extra manual security step.
Check the source portal first. If the document is available there, upload it manually when possible. Contact Support if documents are visible in the source portal but do not appear in exacare ai.
A payer verification says the name is incorrect
Compare the resident’s information with the source record. Small differences can cause verification issues, including:
Misspellings
Nicknames instead of legal names
Missing suffixes
Transposed first and last names
Incorrect date of birth
Incorrect member ID
Wrong payer selected
If the information is correct and the error continues, contact Support with the payer name and the time of the verification attempt.
A push to PointClickCare or MatrixCare fails
Review the required resident information before trying again. The connected system may reject the push if required fields are missing, formatted differently, or do not match what the system expects.
If the error continues, contact Support with:
Facility name
Resident name
Destination system
Screenshot of the message
The step where the error appeared
A page or referral did not load
Refresh the page and check your filters or search terms. If the issue continues, try again in Chrome or Edge.
If only one referral or item is affected, include that referral or resident name when contacting Support. If multiple users or multiple records are affected, mention that as well.
Information to include when contacting Support
Before contacting Support, please gather:
Facility name
Referral or resident name, if applicable
Date and time the issue happened
Screenshot of the error or warning
Exact error message text
Browser and device, such as Chrome on desktop
Steps you already tried
Whether this affects one user, multiple users, one referral, or multiple referrals
Having this information ready helps Support investigate faster.
Expected result
After you follow the recommended steps, one of these should happen:
The action completes successfully.
The warning clears after missing or incorrect information is fixed.
The document, referral, payer check, or integration step shows a clearer next step.
Support has enough information to investigate if the issue cannot be resolved from your side.