Troubleshooting Document Processing and Queue Issues

Last updated: February 23, 2026

Troubleshooting Document Processing and Queue Issues

Quick answer: If your documents appear stuck in the processing queue, the displayed queue position may be misleading. Failed or retrying jobs ahead of you can affect your position number without meaning your job is stuck. You will receive an email when processing is complete, regardless of what the progress bar shows on screen.

Understanding Queue Positions

When you submit a chronology for processing, Mary shows your position in the queue. However, the displayed position can sometimes be misleading:

  • Position 1 for an extended period. Processing time depends on Mary's current traffic. Typically, 2,000 pages takes about 20 minutes. Smaller matters process much faster. If you have been at position 1 for longer than expected, a failed or retrying job ahead of you may be re-attempting. Your job is still queued and will begin once it completes or is cleared.

  • Position numbers jumping. Queue positions can shift as jobs ahead of you complete, fail, or are retried. This is normal behaviour.

Progress Bar Stuck at 100%

The progress bar may briefly show 100% even though processing is still running. This is typically momentary and you will get access to your matter shortly.

Your chronology is still being generated. You will receive an email notification when processing is genuinely complete, regardless of what the progress bar shows. There is no need to keep the tab open.

Trust the email, not the progress bar. The completion email is the reliable indicator that your chronology is ready. If the progress bar shows 100% but you have not received an email, processing is still underway.

Uploaded Documents Not Appearing in Source View

If you have uploaded documents but they do not appear in the Source View:

  1. Refresh the page. A page refresh often reveals newly uploaded documents.

  2. Verify you are in the correct view. Make sure you are looking in "Source View," not "Index View."

  3. Check file formats. Mary supports PDF, DOCX, EML, and MSG files. Files in unsupported formats may appear to upload but will not be processed.

Short Documents Stuck Processing

Even short documents (3 pages or fewer) may occasionally get stuck in processing. This is typically a system-side issue. If your documents remain in "processing" status for more than 30 minutes, contact support.

Known Limitations

Queue position display can be inaccurate. The position number reflects all jobs in the queue, including failed jobs being retried. A position of "1" does not necessarily mean your job is next to start -- it may mean a retry is in progress ahead of you. The progress bar may also display 100% before chronology generation is complete. We are working on improving these indicators.

If This Doesn't Resolve Your Issue

  1. Check your email inbox (including spam) for a processing completion notification before assuming there is a problem.

  2. If you have been at queue position 1 for more than 60 minutes and have not received an email, there may be a stuck job ahead of you.

  3. If documents are not appearing in Source View after a page refresh, confirm they are in a supported format (PDF, DOCX, EML, or MSG).

  4. If the issue persists, email support@marytechnology.com with the matter name, your approximate queue position, and how long you have been waiting. The team can identify and clear any stuck processes.