Files Not Appearing

If expected files aren't showing up in your file list, there are several common causes and solutions.

Check Your Filters

The most common reason files don't appear is active filters hiding them.

1. Go to the Files page
2. Look for active filter indicators at the top of the list
3. Click Clear Filters to reset all filters
4. Check if the files now appear

Check the Date Range

Files may be outside your selected date range.

1. Check the date range selector at the top of the page
2. Expand the range to include when the file was received
3. Or try selecting "All Time" if available

Check Your Business Unit Access

You can only see files for business units you're assigned to.

Access rules:

• Admin: Can see files where they have access to sender, receiver, or owning partner
• Manager: Can see files for business units in their partner organization
• User: Can only see files for business units they're directly assigned to

If the file belongs to a business unit you don't have access to, ask your administrator to assign you to that business unit.

File Still Processing

Recently received files may still be in the processing queue.

• Wait a minute and refresh the page
• Check the "Processing" status filter to see files currently being worked on
• Files move through stages: Processing → Mapping → Delivery → Delivered

File Hasn't Arrived Yet

For incoming files from partners:

1. Verify the partner has actually sent the file
2. Check with your partner for their transmission confirmation
3. Allow time for transmission and processing

Connection Issues

If files are being delivered to you via SFTP, check if there are connection issues:

1. Go to Connections
2. Check the health indicator for the relevant connection
3. Red indicates connection problems that need attention

Deleted Business Units

Files associated with deleted business units may not appear in normal listings.

• Historical files are preserved when business units are deleted
• But users may lose access to view them
• Contact your administrator if you need to access files from a deleted business unit

Browser Cache

Sometimes your browser shows outdated data.

1. Refresh the page (Ctrl+R or Cmd+R)
2. Try a hard refresh (Ctrl+Shift+R or Cmd+Shift+R)
3. Clear your browser cache if the issue persists

Still Can't Find the File?

If you've tried everything above:

1. Note the filename or reference number you're looking for
2. Record the approximate date and time it should have arrived
3. Contact support with these details
4. We can help locate the file in the system