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This article applies to:

  • Product: Onvio
  • Audiences: Staff

Troubleshooting notifications

If you're not receiving email notifications when clients upload documents in Onvio Client Centre, follow these steps to check which setting needs to be adjusted.

Check the notification template

  1. In Onvio Centre, go to
    Setup
    , select
    Notifications
    , and then the
    Wording
     tab.
  2. Expand
    Documents
    , then select
    Client Adds Files
    .
  3. Make sure
    Notification by email
     is turned on.
  4. Select
    Send Test
     to ensure you receive an email notification.
  5. Select
    Save
     when you're finished.

Check staff members assigned to the client

  1. In Onvio Centre, go to
    Setup
    .
  2. Select
    Clients
    .
  3. Select
    Edit
     next to the client in the list.
  4. In the
    General
     tab, check if a staff member is assigned as the
    Partner
    ,
    Manager
     or
    Associate
    .
  5. If no one is assigned, select a staff member as
    Partner
    ,
    Manager
     or
    Associate
    .
    Whoever is assigned will receive the
    Client Adds Files
     upload notifications, instead of the firm administrator.
  6. Select
    Save
     when you're finished.

Test uploading document in Client Centre

  1. In Onvio Centre, go to
    Setup
    .
  2. Select
    Clients
    .
  3. Select
    Edit
     next to the client in the list.
  4. In the
    Client Centre Access
     tab, select
    Show Details
    .
  5. Select
    View Client Center as 'Name of client'
    .
  6. In Client Centre, select
    Documents
    .
  7. Choose
    Add
    , then upload a test document to check if you receive a notification email.

Check in-app notifications

  1. In Onvio Centre, select your initials.
  2. On the panel, see if you have any items in the
    Notifications
     tab.
Internal use only
The files the user is expecting to see in a
Client Adds Files
 email notification may have been uploaded as a response to a document request or a response to a tax questionnaire. In this case, the
Client Adds Files
 template is not used. Continue for more details on each scenario.

Files uploaded via Document Requests

  • When a client uploads files in Client Centre in response to a Document Request task:
    • A notification that a Document Request was completed is sent to the staff member who sent the Document Request.
    • The notification uses the
      Recipient Submits Response to Request
       template from the Documents section on the
      Wording
       tab of the Notification setup screen.
    • In this scenario, a separate notification using the
      Client Adds Files
       template is not sent to the firm administrator, partner, manager or associate.
  • When a client uploads files in response to a Document Request that is sent via email:
    • A notification that a Document Request was completed is sent to the staff member who sent the Document Request.
    • The notification uses the
      Recipient Submits Response to Request
       template from the Documents section on the
      Wording
       tab of the Notification setup screen.
    • In this scenario, a separate notification using the
      Client Adds Files
       template is not sent to the firm administrator, partner, manager or associate.
Internal use only
For US Support only:
If the user did not receive a notification and none of the scenarios above resolved the issue or explained what the user is experiencing, collect these details for an ADO work item:
  1. List the results of looking into the items above.
  2. List any additional troubleshooting steps taken.
  3. Preview one of the files that the client uploaded that did not kick off a notification and copy the URL and paste it in this work item.
  4. Include the approximate date/time/time zone the files were uploaded.
  5. Include how the client added the documents:
    • Client Center web app
    • Scanned in using the mobile app, etc
    • Drag and drop
  6. Include the Staff Email address or Contact ID for the staff person not receiving the emails.