Troubleshooting notifications

Check the notification template

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

Check staff members assigned to the client

In Onvio Centre, go to
Setup
.
Select
Clients
.
Select
Edit
next to the client in the list.
In the
General
tab, check if a staff member is assigned as the
Partner
,
Manager
or
Associate
.
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.
Select
Save
when you're finished.

Test uploading document in Client Centre

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

Check in-app notifications

In Onvio Centre, select your initials.
On the panel, see if you have any items in the
Notifications
tab.

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.