Plan: Available: All plans
Users: Not Available: All users Available: FYI Admins or User Group permissions
Practice Management Source: Not Available: FYI, Xero Practice Manager, APS, IRIS, MYOB AE & AO, CCH Central, MYOB Practice Management (formerly GreatSoft) Available: No PM Source
If you change the SharePoint site used for Client Collaborate, or rename that site or your Microsoft 365 domain, client sharing in FYI can stop working. FYI won't warn you when this happens, so it's important to plan the change before you make it.
When Client Collaborate is set up, FYI stores a link (site URL) to each Client Folder in SharePoint. Your Client Collaborate site is organised with your site's address at the start of every folder, so any change to that address affects every client's link at once.
Changes that affect your Collaborate links
Any of these changes makes the stored client links out of date:
- Selecting a different SharePoint site in the Client Collaborate Configuration Wizard.
- Renaming your Collaborate site in SharePoint or the Microsoft 365 admin centre.
- Changing your Microsoft 365 domain, for example after a rebrand or merger.
These changes affect all clients because every stored link starts with the site address. The same issue also affects Employee Collaborate.
Adding files or subfolders within a Client Folder doesn't affect the stored links.
What happens if your links are out of date
FYI uses the stored links to look up which users are enrolled in Client Collaborate for each client. When the links point to an old site address, that lookup fails and your team can't share with clients through Client Collaborate.
FYI doesn't currently detect this. You won't see a notification, a Practice Activity entry or a failed check in the Client Collaborate Status Check.
Signs your links may be out of date:
- "Invalid Authentication Error: Please confirm the OneDrive admin is authenticated" when viewing the Sharing Settings window.
- Staff report that sharing with clients through Collaborate has stopped working.
- Clients can't reach documents you've shared with them.
- The problem started after a change to your SharePoint site or Microsoft 365 domain, even if Client Collaborate continued to work immediately afterwards.
Before you make a change
Contact FYI Support before you change your site or domain, so the client links can be updated as part of the change. Use this checklist to prepare:
- Contact FYI Support with the date of the planned change and your current and new site addresses.
- Make sure your team and clients have finished co-editing any documents before the change.
- Schedule the change outside business hours, when your team and clients don't need to share documents.
- Let your team know sharing with clients through Collaborate may be unavailable until the change is complete. Consider whether to tell clients who you share documents with regularly.
- After FYI confirms that the client links have been updated for your new settings, test sharing for one or two clients to confirm it works.
If you've already made a change
If you've changed your site or domain and client sharing has stopped working, contact FYI Support. Running the Configuration Wizard or Status Check again won't update the stored links.
If you renamed the site, changing it back to the original name may restore sharing. Contact FYI Support if sharing is still unavailable.
To help Support resolve it quickly, include:
- The date of the change.
- Your previous and current SharePoint site addresses.
- Whether the site was renamed, replaced with a new site, or the domain was changed.
- One or two clients where you've seen sharing fail.