Troubleshooting Comms

Common Comms problems and how to fix them.

The queue

• "Needs you is empty." You're on Just mine and aren't on any project team. Switch to Whole studio.

• "A row won't go away." Rows clear when the record moves on — for example the estimate is approved or the invoice is paid. Click Open → to check its status.

Rooms and access

• "My client can't see a room." Work through these in order:

  1. In the room, check ⋯ → Rooms [client] can open and make sure the room is ticked.

  2. Check ⋯ → Manage people.

  3. On the project's Client portal tab, make sure their toggle is on and the project switch is on.

  4. Make sure Messages is ticked under What the project shows.

• "A client says they've never had access." Their row may say Not invited yet. Click Send access on the project's Client portal tab, or in Settings → Studio → Client experience.

• "I can't find a room." It may have been put away, or the project archived. Use Show N archived in the rail.

What the client sees

• "I hid a section and the client still sees it." Have them refresh. An open tab keeps the old page until it's reloaded.

• "I'm not sure what the client sees." Click Client view in the room header, or Preview as on the project's Client portal tab.

• "The client sees a confusing status like 'Received'." Rename it in Settings → Studio → Client experience → Firm defaults → Product statuses.

• "A link in the client's email doesn't work." Check that section is still turned on. A hidden page can't be opened by its address either — that's by design.

• "I can't attach a PO or bill in a client chat." That's expected. They contain your costs, so they're internal only.

Portal access

• "Clients see a maintenance notice." Go to Settings → Studio → Client experience → Maintenance mode and turn off Close the client portal, then Save changes. If it's already off, it's a platform-wide maintenance from Workroom.

• "A client can't log out." Sign out is at the top right of the portal, including on the maintenance notice.

Email

• "Clients aren't emailed about new messages." Turn on Send a catch-up email under Email clients who have not read their messages (Settings → Studio → Client experience). Click Why has no email gone out? to see why one wasn't sent.

• "The weekly update didn't go out." Check Weekly client update on the same page. It sends Fridays at 5:00 PM studio time and can be turned off per project.

Products and selections

• "A product went back to 'Pending Review' after being approved." Check whether it was removed from a selection board after approval.

• "A delivery status changed on its own." Carrier tracking updates statuses automatically. The Arrivals panel says "Tracked live" when it's working.

Display

• "The thread won't scroll, or the composer is covered." Reload the page. If it keeps happening, tell support what you were doing.