Fix a locked PDF or phone photo
Unlock a password-protected PDF or convert an iPhone photo so the case can read it.
Source reviewed Product documentation
If a PDF asks for a password during upload, enter it in the case's password dialog. The password stays in that browser tab; the unlocked copy goes through the ordinary upload path.
If the locked file is already in Sources, open its row and choose Enter password. The case replaces the stored locked file with the readable copy after it succeeds. Closing the dialog leaves the locked row in place.
An older iPhone HEIC photo may also sit in Sources unreadable. Open its row and choose Convert to JPG. If conversion fails, save the photo as JPG on the phone or computer and upload that copy.
Check the resulting document row before generating the paper. A row that is still flagged has not become usable evidence just because the file arrived.