Find your problem below. If it isn't here, contact our support team.
"This document is too large for Best Practice"
Best Practice limits how large a document can be. Scanned documents with many pages, colour or high resolution can go over it.
If the message says larger documents can be enabled for your clinic, contact support and we'll switch it on.
Otherwise, scan in black and white at 200–300 dpi, or split the document into smaller parts before sending.
Uploads over 20 MB can't be accepted at all.
A document says "Analysing" for a long time, or "analysis failed"
Wait a minute, then refresh. If it's still stuck, open it and click Reprocess. If that doesn't work, or scanned documents are repeatedly marked invalid, contact support with the document name.
A forwarded email didn't appear in my queue
Check it was sent to your Document Sorter address (Organisation › Document Sorter › Email forwarding).
Check Rejected emails on the same page for the reason.
If the reason is Sender not allowed, add the sender to Allowed senders.
If the reason is SPF or DKIM failed, see Set up email forwarding. This is common with fax-to-email services.
Logos or signature images are appearing as documents
Turn on Ignore signature & inline images in your email forwarding settings.
An email attachment wasn't picked up
Check the email wasn't rejected (see above) and that the attachment is a supported file type: PDF, Word, PNG, JPEG or TIFF. If it still didn't come through, contact support with the email's subject and time.
Desktop auto-sync won't start
Make sure an archive folder is set in the desktop app, then turn auto-sync on again. See Set up the desktop app.
The same document appears more than once
If several computers can see your scan folder, make sure only one has desktop auto-sync turned on.
Don't upload a document by hand if it's also being forwarded or picked up by the desktop app.
Delete the extra copies from the queue before sending.
Automatic duplicate detection is coming soon.
I can't find the patient
Search by date of birth, or use Medicare number search.
If they're a new patient, create them from the document.
If they're inactive in Best Practice, they won't appear. Reactivate them in Best Practice, file the document, then deactivate them again.
The wrong doctor is suggested
Change the doctor before verifying. Suggestions are based on who has recently seen the patient. Your practice manager can hide doctors who've left (see Settings for practice managers).
The document date in Best Practice changed to today
This is a known issue that can happen when a doctor moves the document out of their inbox. We're fixing it.
Nothing will send to Best Practice (for example after a server change)
If every send fails - especially after your clinic has reinstalled or moved its Best Practice server - contact support. The link between Lyrebird and your Best Practice users may need updating. For other connection errors, see BP Integration FAQ & Common Issues.
What Document Sorter can't do yet
Open password-protected documents.
Accept RTF files (coming soon), Excel or XML files.
Automatically split a document that contains several patients into one document per patient.
Pull documents from Google Drive, OneDrive or SharePoint.
Still stuck?
Contact our support team with the document name, the time it happened, and a screenshot if possible.