Why is my manuscript missing or still processing?
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If a manuscript is missing or its analysis is incomplete, first distinguish an access or selection issue from a processing issue. Do not assume that an unavailable result means the manuscript passed a check.
1. Confirm the manuscript and workspace
Check the manuscript identifier and the workspace or journal you are viewing. Review any active filters or search terms that could exclude it. If access is unclear, ask the person responsible for your organization’s Review access to confirm it.
2. Record what you can see
Note whether the manuscript is absent altogether or present with an unavailable section. Capture the exact status or error message if one is shown, plus the time and time zone. Available status displays can vary with the released workflow; do not expect a particular upload or retry control to be present.
3. Avoid duplicate submissions or speculative fixes
Do not resubmit confidential files or repeatedly trigger processing solely because an analysis is unavailable. Follow your organization’s submission procedure. If an approved retry option is available, follow the guidance for that workflow or ask support before proceeding.
4. Contact your Hum Customer Success Manager
Provide the manuscript identifier, journal or workspace, approximate submission time, affected analysis section, and visible message through your approved private support channel. Mention whether other manuscripts are affected.
When the analysis is available
Return to Review your first manuscript. Check findings against the underlying manuscript and supporting evidence before drawing editorial conclusions.
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