Troubleshooting notifications

Check the notification template

In Onvio Center, 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 Center, 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 Center

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

Check in-app notifications

In Onvio Center, 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 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

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.

List the results of looking into the previous items.
List any additional troubleshooting steps taken.
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.
Include the approximate date/time/time zone the files were uploaded.
Include how the client added the documents:
Client Center web app
Scanned in using the mobile app
Drag and drop
Include the Staff Email address or Contact ID for the staff person not receiving the emails.