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Common

Troubleshooting notifications

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

Check the notification template

  1. In Onvio Center, 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 Center, 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 Center

  1. In Onvio Center, go to
    Setup
    .
  2. Select
    Clients
    .
  3. Select
    Edit
     next to the client in the list.
  4. In the
    Client Center Access
     tab, select
    Show Details
    .
  5. Select
    View Client Center as 'Name of client'
    .
  6. In Client Center, 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 Center, 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 Center 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.

Files uploaded via tax questionnaire

Onvio sends a notification that a tax questionnaire was completed in Client Center to the manager and/or associate assigned to the client. If neither are set up, the firm administrator receives the notification.
  • When a client completes a tax questionnaire, Onvio doesn’t send an email to a partner, if one is assigned.
  • A separate notification using the
    Client Adds Files
     template is not sent to the firm administrator, partner, manager, or associate.
note
  • If the documents are in
    Tax Return (YYYY)
    Client Documents
    , they were most likely uploaded within the questionnaire upload steps.
  • Look in the
    Tax Return (YYYY)
    Preparer documents
     folder at the “YYYY Tax Questionnaire.PDF”. It will list the document uploaded with the questionnaire at the end of the report, if they were uploaded through Onvio Tax.
Internal use only
If the user didn’t receive a notification and none of the previous scenarios resolved the issue or explained what the user is experiencing, get these details for an ADO work item:
  1. List the results of looking into the previous items.
  2. List any additional troubleshooting steps taken.
  3. Preview one of the files that the client uploaded that didn’t 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
    • Drag and drop
  6. Include the Staff Email address or Contact ID for the staff person not receiving the emails.

This article applies to:

  • Product: Onvio
  • Audiences: Client