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 - Client 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.

Running a Status Check

Client Collaborate Site

The Client Collaborate Status Check is used to scan the settings of the New Collaborate SharePoint site and the Microsoft environment. For example, the Microsoft App Permissions have been configured, the Document Library has been connected and has the correct permissions, and the correct Microsoft Group has been applied. As part of the scan, a test user will be invited, the share settings configured, and then removed again.

This will only check the practice's default Client Collaborate site, and will not check dedicated Client Secured Collaborate sites.

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 - Client 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 Client 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, run a Status Check for the individual user.

Client Secured Collaborate Sites

If the client is using a dedicated Client Secured Collaborate site, the Status Check will need to be run from the client's Sharing Settings. This will scan the settings of the Client Secured Collaborate SharePoint site and the Microsoft environment only. The Status Check will not review the default Client Collaborate site. 

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. Display the Client - Collaborate tab for the relevant client.
    
2. Click Sharing Settings to display the Sharing Settings pop-up.
   
3. 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 Secured Site settings. Refer to Configuring your New Client Secured 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, run a Status Check for the individual user.

User 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 and view more details 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 that 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 New Collaborate Client and Upload Folders and Sharing Documents with Clients
• Try an Incognito/Private browser session to confirm the issue is not related to their browser cache.
• Confirm that the link is correct. For example, if the client has been moved to a dedicated Client Secured Collaborate site, they may be using an old link to access the document.
• 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.  

Working with New Collaborate Status Check

Guest User Access Reconciliation

From the New Collaborate Status Check, users will be able to:

• Click Check to initiate a Guest User Access Reconciliation to compare users across FYI, Microsoft Entra, and SharePoint. 
• View the Date and Time the last Guest User Reconciliation was performed, and click the link to open Practice Activity. To view the results of the reconciliation, filter the Practice Activity "Modified on" column by a Fixed Date, and set the Date Range to the date the reconciliation was performed.

Note: The Status Check will be scheduled but cannot be performed whilst the error The selected Practice OneDrive user does not have the required Microsoft permissions for Collaborate is displayed.

After clicking Check, a message will be displayed that the Guest User Reconciliation has been scheduled. Once completed, a notification will be sent to the user that initiated the Status Check.

The Reconciliation will be run for all Collaborate Sites for the practice, e.g. running a Status Check for an individual Client Secured Collaborate Site will also reconcile users for other Client Secured Collaborate sites, and the practice's default Client Secured site.

The reconciliation identifies errors with users, and where possible, will automatically rectify them, for example:

• Inactive or expired accounts will be removed.
• Guest users that exist in one platform but not the other will be added.

Note: The Guest User Reconciliation may take up to 24 hours to be completed, depending on the number of Collaborate Sites and users to be checked.

The notification sent to the user will include a link to Practice Activity, which will display either:

• No differences were detected during the Guest User Reconciliation.
• Guest User Reconciliation update complete (click on the row to access the Affected Client List in the Practice Activity drawer).

Affected Client List

Where changes were made by the Reconciliation process, a CSV file will be generated, Affected Client List. Click the row in Practice Activity to display the drawer and the link to preview the CSV file.

The Affected Client List will be filed using the default filing settings for the user that initiated the Status Check, or if not available, the practice's filing defaults. To download the file click the Export button.

A row will be displayed for each user that was updated, and include the following information:

• Client details, including the Client ID and Client Name.
• Email address of the user.
• The reconciliation reason, for example, the user was added to the SharePoint visitor's group, or Link facet access - replace with invitation.