Fix file upload, access, and delivery problems

Find the cause of a failed upload, missing file, wrong version, stale link, or hidden Deliverable.

Start with the symptom below. Check access before uploading or sharing the same item again.

Why did the file upload fail?

Check these items:

The upload has no more than 100 files.
Every file is 2.1 GB or smaller.
You opened the account's root Files area or a regular folder, not Recent, Starred, or Deliverables.
A client uploading inside a folder has Full Access to that folder.
Your sign-in session and network are still working.

Retry only the failed files. Some files may already have finished.

Check all upload limits.

Why can you not find a file?

Search for part of the original or saved file name. Search does not read text inside a document.
Open the expected account and folder.
Clear the current view or filters.
Check Recent and Starred only as shortcuts. They do not replace the file's real folder.
Ask a team member to check Trash.
Check the folder and every parent folder for Hidden or Custom Access.

If the file was restored after its old parent was removed, look in the client account's root Files area.

Why can a client not see a file or folder?

Check the exact client person, not only the account:

Confirm the person has access to the client account.
Check every folder from the account root to the file.
A Hidden parent hides everything below it.
A View Only parent prevents Full Access below it.
With Custom Access, confirm that exact person is selected.
If a Deliverable was returned to a folder, set access again because the returned folder is Hidden.

The same access rules apply when someone opens a copied Client Link. Because access can differ by person, check the settings for the specific client contact whose view you need to confirm.

Review folder access and inheritance.

Why is the wrong file version showing?

Open the version panel. Current is the version that opens first. Latest is the newest upload. If they are different, select the wanted version and choose Set as current.

A client needs Full Access and client versioning enabled to change versions. A View Only client can only preview and download allowed versions.

Manage file versions.

Why did a person miss a comment notification?

Confirm the person was selected from the @mention list.
Check their access to the account and file.
Check that comments are enabled.
Check their email and in-app notification settings.
Check whether they muted the file. A direct mention can still notify a muted person.
If the mention was added while editing an old comment, send a new comment. Edits do not send a new mention notice.

Email may be grouped and arrive after a short delay.

Why did a public link stop working?

The link may have expired, been turned off, or point to a deleted file. Public links last for the chosen period from 1 day to 30 days. Create and send a new link when an old one expires.

A public link opens one file. It does not open the folder or client portal.

Share a file with a public link.

Why can a client not see a Deliverable?

Confirm the Deliverable is still published.
Confirm the client person is active in the right account.
Check that the source folder and files were not deleted.
Remember that publishing does not send an email. Use the Deliverable's share action when you want to notify contacts.
If someone chose Return to folder, the Deliverable is gone and the folder is Hidden from clients until the team changes its access.

Opening a Deliverable marks it seen for that one person. It does not prove approval or that every client contact opened it.

Publish final work with Deliverables.

When should you contact support?

Contact support when the checks above pass but the problem continues. Include the client account, file or folder name, what you expected, what happened, and the time it happened. Do not send a public file link that contains private work unless support asks for it through a safe channel.