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Version: Current

FAQ: Why can't I see a document I know was uploaded?

If you know a document exists in Zudello but you cannot find it in your views, the most likely reasons involve filters or permissions restricting your visibility.

Common Reasons:

  1. Data Permissions: This is the most frequent cause for users with restricted access. Your assigned User Groups may lack the necessary Data Permissions rule to grant you visibility to that specific document based on its data (e.g., you can only see documents assigned to you, or only documents for your specific Department/Location/Subsidiary, and the document doesn't match).
  2. Incorrect Team: You might be logged into or viewing the wrong Zudello Team. Documents belong to specific teams.
  3. Filters Applied: You have active filters (Quick Filters, Status filters, or Advanced Filters) that are hiding the document.
  4. Incorrect Status: The document might be in a status (e.g., Archived, Deleted, Unsupported, Scanning) that is hidden by your current view filters.
  5. Document Deleted/Archived: The document was deleted or archived by another user.
  6. Processing Delay/Error: The document might still be stuck in Scanning or might have encountered an error and moved to Unsupported.

Troubleshooting Steps:

  1. Check Team: Ensure you are in the correct Zudello Team. Use the team switcher if necessary.
  2. Clear Filters: Click Filters > Clear all and ensure the main Status filter includes all statuses (including Archived, Deleted, Unsupported if checking for those). Does the document appear now?
  3. Check with Admin/Colleague: Ask a colleague with broader access (like an administrator) if they can see the document using the same filters/search terms. If they can, the issue is almost certainly related to your Data Permissions.
  4. Review Data Permissions (Admin Task): If Data Permissions are suspected, an administrator needs to:
    • Review the User Groups you belong to.
    • Review the Data Permission rules assigned to those groups for the relevant document type.
    • Check the data on the specific document you cannot see.
    • Determine if the document data fails to meet the criteria defined in your Data Permission rules.
    • Adjust group membership or Data Permission rules if necessary.

Detailed Guide: Troubleshooting: User Cannot See Documents/Data