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Review a document held after an upload check

A document is listed on the matter, but opening or downloading it is blocked. Its upload-check card reports a hold, a failed scan, or an unavailable scanner.

For firm teamsReviewed Limited availability: scan results depend on a configured scanner. Attorney release is a separate recorded act.

Before you begin

  • Access to the matter and the document.
  • A licensed attorney at the firm must decide whether to release a held file.

What to do

  1. Open the document and read the upload-check card. Note which object is held and whether the result says Malware detected, Scan failed, or No scanner configured. Those states call for different decisions. An unavailable check does not establish that the file contains malware or that it is clean.
  2. If the check failed temporarily and the card offers Re-run scan, use it once and read the returned result. Repeatedly uploading the same file does not resolve a scanner configuration problem. Keep the original document on the matter while investigating.
  3. Ask the responsible attorney to assess the source of the file and the reported finding. Follow the firm's handling process for suspect files. Do not delete a received production to clear the warning, especially when preservation obligations or a litigation hold apply.
  4. If the attorney decides to release it, choose Release and enter the attorney's own reason. Read the confirmation before choosing Release permanently. The reason is recorded before the file becomes downloadable; another staff member cannot supply that judgment for the attorney.
  5. Reopen the card and confirm the outcome. Released identifies an attorney override, including when no scan ran. If the action fails, report the matter, filename and visible error through the firm's support process. Do not assume the failed action released the file.

What you should see

The document either remains held with its reason visible, passes a completed scan, or shows the attorney's recorded release. The original evidence remains on the matter.

Limits and unresolved problems

Malware scanning depends on the deployment. A working download, an absent scan result, or an attorney release is not a completed clean scan.

Product scope and requirements

Related guides

Still need a hand?

Record the screen, time, displayed status and steps you tried. Use your signed-in support route or contact your firm administrator. Do not include credentials or confidential documents in a public message.

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