Client documents are not synchronising from the New Collaborate Upload Folder into FYI


A client has uploaded a file into their Client Upload Folder, but it has not synchronised to FYI.


This issue can be caused by:

  • The client documents are corrupt (file size shows as 0KB).
  • The synchronisation has not yet been performed; the sync runs every 10 minutes.
  • The webhooks used to synchronise documents from the client's Upload Folder in SharePoint have expired, resulting in documents not synchronising into FYI.


Step 1 - Check the Client Documents

Open the client's Upload folder on the SharePoint site, and confirm the file sizes are greater than 0KB. If they're showing as 0KB, the documents are corrupt and will need to be re-added.

Step 2 - Wait for the synchronisation to be performed

The synchronisation of Upload folders is performed every 10 minutes. Try waiting for 20 minutes or so, to ensure enough time has passed.

If the documents still haven't been imported into FYI, continue with the steps below to confirm the connection to the Upload folders is still active by resubscribing the webhooks using the New Collaborate Status Check.

Step 3 - Run the New Collaborate Status Check

You should first run the New Collaborate Status Check to confirm there are no detected issues and re-subscribe the webhooks.

If the webhooks had expired, meaning there wasn't a connection to the Upload folder, you will need to manually import existing files waiting to be imported. All new files added to an Upload folder after resubscribing the webhooks will be imported into FYI automatically.

Note: Existing files already added to an Upload folder will need to be manually added to FYI. After re-subscribing the webhooks, new documents added to the folder will be imported.

  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.

When the New Collaborate Status Check runs it will automatically re-subscribe the webhooks, and display a tick when completed.

All future client uploads will then resume synchronising into FYI.

Step 4 - Manually Upload Existing Client Documents

Any documents already added to the Upload folders will not get synchronised to the FYI folders, even after the webhooks have been re-subscribed.

Using the FYI - My Imports folder, you will be able to manually upload the documents.

  1. Log into the SharePoint site as the OneDrive Admin user.

  2. Download the documents to the local computer.

  3. Add the documents to the OneDrive - My Imports folder to synchronise the documents automatically to FYI. 

  4. The files are imported as FYI documents, added to your In Tray, and automatically filed. Once imported, documents are automatically removed from your OneDrive folder.

Refer to Using OneDrive FYI - My Imports to Automatically Import to your In Tray.

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