April 25, 2024
Uploading Documents in the myCGS® DME Web Portal
We are aware that some myCGS DME Web Portal users are not able to upload PDF documents. When they try to upload a single packet file for their Redetermination, Reopening, Prior Authorization, Additional Documentation Request (ADR), or Advance Determination of Medicare Coverage (ADMC) request, they are getting an error message: "The upload was unsuccessful, please try again or submit the documentation by mail/fax":
We have researched and found the issue may be related to security features within their organization. It may also be due to a single PDF document being damaged or corrupted. When a user combines a corrupted PDF document with other documents into one file, the entire file becomes corrupted and cannot be used.
If you combine multiple documents into a single file and get an error message when you try to upload in myCGS, try this:
- Do a test upload of any other PDF document.
- If you can upload the document, remove the test file from your request.
- Try to upload your files one by one instead of combining them into a single packet. You can add up to 15 files with each request.
- If any of the files will not upload, it could be corrupt. Try to convert the file to another format, such as .DOC, if you have the software.
- If you are not able to upload files, you can fax or mail the documents to us. Find fax numbers and mailing addresses here:
- You will need to contact your IT department for help with your document security features.

