Got an RFE. But NVC documents won't load!

[JTG87 0]

Really disapppinted to receive an RFE after waiting 3 months. I went to login to my account and check my documents so I can see where I made the mistake. I've been trying over and over again the past several days. Every time I click on my documents inside my NVC account, I just get an error.

 

Am I doing this wrong? Is there a problem with the website? How do I submit my document for an RFE if the documents section won't load on the website?

[JeanneAdil 6,606]

no where in the instructions does it say u can read your documents after submitting them

it says u can scan them to your computer and Save those files on your computer so you can upload them

 

also says u can review the before hitting the red button to submit them so NVC can read them

after they are sent ,   the only  thing u see are messages saying completed  or missing or incomplete (meaning unreadable) or submiteed

 

i don't see a place on instructions for u to open them on NVC to read yourself

 

https://travel.state.gov/content/dam/visas/PDF-other/Uploading to CEAC-instrucions.pdf

[JTG87 0]

Thats not what I mean. I cannot even open the documents section on my account anymore. How do I upload additional documents as they are asking when the website doesn't even load properly?

 

When I press the red button labeled "documents" I just get this error message.

[Lil bear 4,276]

40 minutes ago, JTG87 said:

Really disapppinted to receive an RFE after waiting 3 months. I went to login to my account and check my documents so I can see where I made the mistake. I've been trying over and over again the past several days. Every time I click on my documents inside my NVC account, I just get an error.

 

Am I doing this wrong? Is there a problem with the website? How do I submit my document for an RFE if the documents section won't load on the website?

Which documents ? What was the RFE for? There are a few situations where the RFE doesnt stop the application from proceeding to the Consulate for interview. This could explain why the NVC site wont accept new documents The documents are taken to the interview and the IO assesses there. 
Give us a bit more info re the RFE letter and instructions ….. 

[JTG87 0]

It was for a divorce certificate from my previous marriage. I wanted to see if I had ever uploaded before because according to my records I had already uploadef this document. It did not say we are DQ'd.

 

I don't know how to proceed. I tried calling NVC over and over and it even says they are not taking phone calls during this time. Has anyone talked to someone on the phone at NVC the past few days?

 

Has anyone had a problem where they got an RFE and they cant even upload the requested document? I'm so confused about what to do now.

[Chancy 6,243]

*** Moved from IR1/CR1 Process & Procedures to NVC forum ***

 

[JTG87 0]

Has anyone else been having trouble with their documents? I tried calling NVC and they said its a problem with ceac. But the service rep said that no one else has mentioned a problem where they cannot access the section to upload the docs.

 

If its a ceac problem and not a problem with my application, then why am I the only one with this problem?

[ohiohopeful 53]

3 hours ago, JTG87 said:

Has anyone else been having trouble with their documents? I tried calling NVC and they said its a problem with ceac. But the service rep said that no one else has mentioned a problem where they cannot access the section to upload the docs.

 

If its a ceac problem and not a problem with my application, then why am I the only one with this problem?

Really basic suggestion here - Which browser are you using? Try a different one - e.g, log in on Chrome, Safari, Mozilla etc.

[JTG87 0]

I've tried firefox, chrome, and IE. None of them work. Same error every time.

[Corgent 93]

I would 1) ask NVC if you can mail the document instead, 2) submit a public inquiry and call requesting that a website error be reported and escalated to their IT folks. Your purpose in calling will be to insist that you want to report an error, not to ask for help with the error (you already did that with no success). They must have protocol for that.

 

1) The OP indicates in this thread that they were able to solve their problem uploading to CEAC by mailing their documents instead (see second post): 

 

 

2) Their troubleshooting page says to submit a public inquiry if you encounter a system error not listed: https://travel.state.gov/content/travel/en/us-visas/immigrate/troubleshooting.html

(but I would also attempt to handle this over phone for a chance at a faster resolution)

 

Good luck.

[ashhhhxo 0]

Did you by chance figure out what happened? Same thing is happening to me now.. Got an RFE for police certificate. Now when i click on my documents or my joint sponsors it says incomplete and then says error and logs me out. 

I hope you got an answer!

[ashhhhxo 0]

On 2/4/2022 at 12:41 AM, JTG87 said:

Has anyone else been having trouble with their documents? I tried calling NVC and they said its a problem with ceac. But the service rep said that no one else has mentioned a problem where they cannot access the section to upload the docs.

 

If its a ceac problem and not a problem with my application, then why am I the only one with this problem?

not the only one now! I’m freaking out lol

[JTG87 0]

30 minutes ago, ashhhhxo said:

not the only one now! I’m freaking out lol

All I did was call NVC and also send them an email too. It was fixed within a couple days.

[ashhhhxo 0]

Did they help at all? Or did it fix on its own? been two days and nothing 

[JTG87 0]

 

5 hours ago, ashhhhxo said:

Did they help at all? Or did it fix on its own? been two days and nothing 

I dont know exactly how it was resolved. I think we called and emailed on friday and it was working again on tuesday. There was no notice it was fixed. I just logged in everyday and kept checking.

 

Can you call NVC? Last I saw they turned off phone support. If you still cant upload after another day or two maybe you should just follow up again.