Troubleshooting New Collaborate using Status Check

The New Collaborate Status Check verifies that settings and permissions are correct, and assists users with diagnosing and rectifying issues where possible.

This feature is available:

• In the Collaborate app settings to check general configuration and permissions.
• On each client's Sharing Settings window to check permissions for individual guest users.

If you experience any issues with New Collaborate, we recommend running the General Status Check option before continuing to troubleshoot further.

General Status Check

Before running the New Collaborate Status Check, ensure you are logged in with the OneDrive Admin account. This allows Status Check to resolve issues where possible. Refer to Link your OneDrive Admin Account for New Collaborate.

1. From FYI, click the Automation menu option.
   
   
2. Go to the Apps tab.
   
   
3. Locate the Collaborate tile and click the cog icon to edit it.
   
   The Collaborate window displays.
   
   
4. Click Status to commence the verification process.

Each configuration step requires a Status of a green tick. The verification may take a few minutes to complete and displays "Fetching..." during this process.

Where the icon is a red cross, and an action is required to rectify the error. A message is displayed with a short explanation. Follow the instructions or links to resolve the error. More details on common errors can be found in the New Collaborate Status Check Troubleshooting section. An entry will be added to Practice Activity to show when changes have been made and errors recorded. 

To view the configuration settings, for example the selected Document Library, review the Collaborate App settings. Refer to Configuring your New Collaborate Settings.

If the General Status Check is displaying all green ticks, but you continue to experience issues, please contact our Support team for further assistance.  

If you continue to experience issues sharing documents with clients or your clients cannot access what has been shared with them, please continue through to the relevant section below.

Client Sharing Settings Status Check

If your client is having issues accessing a shared document, use the Client Sharing Settings Status Check to ensure they have the correct permissions.

1. Display the Client - Collaborate tab for the relevant client.
   
   
2. Click Sharing Settings to display the Sharing Settings pop-up.
   
3. The list of users will be displayed.
   
   
4. When you first open the pop-up, the Status Check will automatically validate the user permissions, and display a loading bar at the bottom of the button.
   
   In the image below, the validation is underway and the Status Check bar will gradually fill with green as the checks are performed.
   
5. Click the Status Check button to re-validate the user if required.
   
   
6. Click the Status Check arrow to expand the user settings, to view more detail on their permissions. 
   
7. Refer to Practice Activity for more details on reported errors.

If the Status Check does not identify any errors, we recommend the following troubleshooting steps:

• Confirm the email address the user is logging in with is the same as the email you sent the share invitation to. If the client would like to log in with a different email account, you will need to add the account to the Client Sharing Settings, or reshare the document. Refer to Sharing the Share Folder and Upload Folder with Clients and Sharing Documents with Clients
• Try an Incognito/Private browser session to confirm the issue is not related to their browser cache.
• Confirm the link the client is using to log in is correct.
• If the client is unable to access a document from a link, confirm if they can access the Collaborate Site Link to view the SharePoint home page.
• If there are multiple emails added to the Client Sharing Settings, confirm if any of the other guest users experience the same issues.

If the issue you are experiencing has not been resolved, refer to the Troubleshooting section New Collaborate Client Access, and if you continue to experience issues, please contact our Support team for further assistance.