Why did my statement fail, and how do I retry it?

A statement lands on Failed when CounselPro could not read the file all the way through. It is almost always the file, not your account, a rough scan, a corrupted PDF, or a page that did not come through. The fix is usually a quick retry, and a clean copy if that does not take.

How to retry a failed statement

You have a few ways to run it again:

• From the Files tab, click the retry icon in the failed statement's Status column. Its tooltip reads "Retry statement." This appears only while nothing else in the project is processing.

• Right-click the statement in the Files list and choose Retry statement.

• From the Needs attention panel, click Retry all to reprocess every failed statement in the project at once.

A retry re-reads the same file from the start, so if the original upload just hit a hiccup, it will usually go through the second time.

When a retry doesn't work

If a statement keeps failing, the file itself is the problem. Two things to try:

• Re-download a clean copy from the bank. A PDF generated straight from the bank's site reads far better than a photo or a scan of a printout. Replace the bad file with a clean one and process it. See what file formats CounselPro supports.

• Contact support. The Needs attention panel has a "Not working after a few retries? Get help" link that opens support directly. Reach out and we will look at the specific file with you.

What a failed statement does to the rest

A failed statement is simply left out until it processes, it does not corrupt the ones that succeeded. But it does mean part of the record is missing, so coverage may show a gap and the project status will read Failed until you clear it. Retry it before you rely on the numbers.