Prebuilt OCR model for health insurance cards is not extracting fields

Eren Cansunar 35

Hello,

Our team has been using a prebuilt OCR model to extract data from health insurance cards, but it has stopped working for us recently. We're receiving a 504 Gateway error and the model isn't functioning on the Document Intelligence Studio. We've tested other prebuilt models, and they're working as expected. Has anyone else experienced this issue? Any insights or suggestions for fixing the problem would be appreciated.

VasaviLankipalle-MSFT 15,086 Reputation points

2024-05-13T23:22:37.51+00:00

Hello @Eren Cansunar , Thanks for using Microsoft Q&A Platform.

May I know the Azure resource region you are working on?
Eren Cansunar 35 Reputation points

2024-05-14T00:39:24.9666667+00:00

Hello @VasaviLankipalle-MSFT
Thank you for quick response. We are working on eastus region.
Eren Cansunar 35 Reputation points

2024-05-14T01:33:33.83+00:00

Also I am speculating if there was an update made directly on the model rather than the service itself. It's failing to extract fields even for the sample file provided in document intelligence studio.
VasaviLankipalle-MSFT 15,086 Reputation points

2024-05-14T01:33:58.5333333+00:00

Hello @Eren Cansunar , thanks for the confirmation. This is an ongoing issue affecting the East US region and our product team is working to resolve it.

We will keep you updated on the progress and the resolution. In the meantime, you can use another Azure resource region as a workaround.
Eren Cansunar 35 Reputation points

2024-05-14T01:38:17.27+00:00

Thank you very much for the heads up. We will try and see if we can use another region.
VasaviLankipalle-MSFT 15,086 Reputation points

2024-05-14T18:18:52.3733333+00:00

Hello @Eren Cansunar , could you please retry on the East US region now and let us know if you still face issues?
Eren Cansunar 35 Reputation points

2024-05-14T19:11:24.69+00:00

@VasaviLankipalle-MSFT It's working now. Thank you for the update.
VasaviLankipalle-MSFT 15,086 Reputation points

2024-05-14T19:18:54.9666667+00:00

Hello @Eren Cansunar , glad to know that. Please kindly accept the answer and vote 'yes' if you feel helpful to support the community, thanks.

Accepted answer

VasaviLankipalle-MSFT 15,086 Reputation points

2024-05-14T19:18:24.3466667+00:00

Hello @Eren Cansunar , thanks for reporting this issue affecting the East US region especially for Prebuilt OCR model for health insurance cards.

The product team confirmed that the issue is mitigated today. Please retry on the East US region.

I hope this helps.

Regards,

Vasavi

-Please kindly accept the answer and vote 'yes' if you feel helpful to support the community, thanks.
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1 person found this answer helpful.
Eren Cansunar 35 Reputation points

2024-05-14T19:51:11.82+00:00

Thank you very much. We just confirmed it's working now.
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Prebuilt OCR model for health insurance cards is not extracting fields

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