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Troubleshooting and Best Practices

This guide covers common issues you may encounter while using TidalForms, how to diagnose problems, and best practices for getting the most accurate results from the platform.

Common issues​

Upload fails with file size error​

Symptom: The upload rejects your file with a message about file size limits.

Cause: Files exceed the maximum allowed size for uploads.

Action: Compress your PDF or split it into smaller batches. For large multi-document bundles, consider uploading in groups of 20-30 pages at a time. The system processes each form separately, so splitting bundles does not affect your results.

Document stuck in Processing status​

Symptom: A document shows "Processing" for an extended period without progress.

Cause: High queue volume, large file size, or a processing error that was not reported correctly.

Action: Wait at least 10 minutes for large documents or during peak usage times. If the status does not change after 10 minutes, refresh the page first. If the issue persists, see the Issue diagnostics section below for next steps.

Form type incorrectly identified​

Symptom: A W-2 is labeled as a 1099-NEC, or another form type mismatch occurs.

Cause: Similar layouts between form types, non-standard form versions, or poor scan quality can confuse the classification engine.

Action: You can manually correct the form type directly in the Review Hub. Open the document, click the form type dropdown, and select the correct type. The system will re-extract fields based on the corrected form.

Extracted values have low confidence scores​

Symptom: Fields show red or yellow confidence indicators, or extracted data does not match the document.

Cause: Handwriting, faded text, skewed scans, or unusual form layouts reduce OCR accuracy.

Action: Review and correct these fields in the Review Hub. For future uploads, ensure documents are scanned at 300 DPI or higher, with good contrast and minimal skew. Handwritten forms will always require more manual review.

Export file does not download​

Symptom: Clicking Export does not produce a downloadable file, or the download fails.

Cause: Browser settings blocking downloads, popup blockers, or an export job that encountered an error.

Action: Check your browser's download settings and disable popup blockers for the TidalForms domain. Try a different browser if the issue persists. If you see an error message in the export interface, note the message and contact support.

Review case disappears from queue​

Symptom: A document you were reviewing is no longer visible in your queue.

Cause: Another user on your team may have completed the review, or the case was auto-approved based on confidence thresholds.

Action: Check the Completed or Exported tabs in the Review Hub. If you cannot find the document, use the search function to locate it by filename or extracted name. If the document is truly missing, contact support for assistance.

Multi-document PDF creates duplicate cases​

Symptom: Uploading a bundled PDF produces more review cases than expected, with apparent duplicates.

Cause: The separation engine sometimes creates boundary splits at page breaks that do not align with form boundaries, particularly for forms that span multiple pages.

Action: Review each case carefully. Duplicate cases can be marked as duplicates or merged. For complex bundles, consider uploading forms individually to avoid separation issues. See uploading documents for more on multi-document handling.

Issue diagnostics​

When you encounter a persistent issue, gather the following information before contacting support. This helps us resolve your problem faster.

For upload issues:

  • File format and size
  • Browser and version
  • Any error messages displayed
  • Whether the issue occurs with all files or specific ones

For processing issues:

  • Document ID or filename
  • Time of upload
  • Current status shown
  • Whether the issue affects multiple documents or just one

For review issues:

  • Review case ID
  • Form type
  • Specific fields affected
  • Screenshots of unexpected behavior

For export issues:

  • Export format selected
  • Number of documents in the export batch
  • Any error messages
  • Whether the issue occurs with all formats or specific ones

Best practices​

Document preparation​

For the best OCR results, follow these guidelines when preparing documents for upload:

  • Scan at 300 DPI or higher. Lower resolution reduces accuracy, especially for small text.
  • Ensure good contrast. Black text on white paper works best. Avoid colored paper or heavy backgrounds.
  • Keep pages straight. Skewed scans reduce field detection accuracy. Use a document feeder with alignment guides.
  • Remove staples and bindings. Shadows from binding edges can obscure data.
  • Save as PDF when possible. PDFs preserve layout better than image formats.

Batch processing​

When processing large volumes of documents:

  • Upload in batches of 50-100 pages. Smaller batches are easier to track and review.
  • Use consistent naming conventions. Include client names or IDs in filenames for easier searching.
  • Review results promptly. Addressing low-confidence fields while the document is fresh reduces errors.
  • Export regularly. Do not let hundreds of completed cases accumulate before exporting.

Review workflow​

For efficient review sessions:

  • Start with low-confidence fields. Filter by confidence score to address uncertain extractions first.
  • Use keyboard shortcuts. Tab between fields to speed up data entry.
  • Verify totals and checksums. Compare extracted totals against document totals when available.
  • Mark uncertain fields. Use flags or notes to highlight fields you are unsure about for later review.

Data quality​

To maintain high data quality:

  • Correct form type mismatches immediately. An incorrect form type affects all field extractions.
  • Validate SSNs and EINs. Check that taxpayer IDs are properly formatted before export.
  • Review cross-field consistency. State wages should not exceed federal wages on a W-2.
  • Spot check exports. Open exported files and compare a few records against source documents.

Contacting support​

If you cannot resolve an issue using this guide, our support team is here to help.

Before contacting support:

  1. Review the relevant sections of this user guide
  2. Gather diagnostic information as described above
  3. Note any recent changes to your workflow or document types

When contacting support, include:

  • Your firm name and user email
  • A description of the issue and when it started
  • Steps you have already tried
  • Relevant document IDs or case IDs
  • Screenshots of any error messages

Support channels:

  • In-app help: Click the help icon in the navigation bar
  • Email: Send detailed issue reports to your account manager or support contact
  • Phone: For urgent issues affecting production workflows, contact your dedicated support line

Our support team typically responds within one business day. For critical issues blocking production, we offer priority response during business hours.