Imaging: Troubleshooting File Format Issues for Imaging

Sometimes we have a file that we can view, but it’s not in a format that will upload to imaging.

  • Try to save it as a PDF if it’s a word document or a JPG if it’s an image/picture file.
  • To save an image as JPG, use SAVE AS when downloading. Change the file type to “ALL FILES” and add “.jpg” to the end of your file name.
  • If this does not work, use the Snipping Tool on your laptop to snip a picture of the documentation, and save that as a JPG.
    Tip: To summon the Snipping Tool, click the Windows Icon on your laptop and start typing the word “snip” and it will appear. You can also use this snipping tool if you need to image the body of an email.

Some files are already JPG format, but when you download them and try to upload them, imaging doesn’t recognize them.

  • We have found that this occurs most often with actual attachments – embedded pictures seem to work just fine.
  • A workaround is to SAVE As a JPG manually, as if it weren’t already a JPG. Any time I have an attachment that’s a JPG, this is how it is saved from email, to avoid download it later.
  • Follow the same steps as above – even though it may seem counterintuitive, we replace the JPG file type with “All files” and just make sure “.jpg” is at the end of the file name.

Sometimes we can’t even open the file type – our computers don’t recognize them.

  • We have had some success in opening some file formats in Office 365.
  • For example, an HEIC file format cannot be opened on the desktop, nor can it be saved as a pdf or jpg. However, when we opened the email in the 365 version of Outlook and selected “Save to One Drive” for the document, we were able to open and view the document in OneDrive.
  • We still couldn’t save the file in a usable format, so we the Snipping Tool to snip a picture of the open document, which we then saved as a JPG to be uploaded.


Please ensure that your uploaded files can be opened and viewed in imaging. Unfortunately, there may be times where troubleshooting is unsuccessful, and in those cases we have to reach out to the client and ask for a different format for the imaging record.

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