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.

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 notes


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.