Troubleshooting: Chat Issues (Messages, Mentions, Attachments)

Problem

When using the Chat feature within a document:

1. Sent messages do not appear, or you receive an error when sending.
2. You cannot find or select a user when trying to @mention them.
3. Mentioned users do not receive notifications.
4. File attachments fail to upload to the chat.

Common Causes

1. Permissions Missing:
   • Viewing chat requires {Module}:{Submodule}#CHAT.
   • Posting messages requires INBOX:MESSAGE_THREAD#UPDATE.
   • Attaching files requires SYSTEM:FILE#CREATE.
2. Network Connectivity Issues: An unstable internet connection can interrupt sending messages or uploading files.
3. User Not Found (@mention):
   • The user you are trying to mention is not part of the current Team.
   • Typo in the user's name during the search.
   • User's account is inactive.
4. Notification Issues (@mention):
   • The mentioned user has disabled chat mention notifications in their profile settings. See Managing Notification Settings.
   • General email delivery issues (spam filters, etc.). See Approval Notifications Not Received (similar causes apply).
5. File Attachment Issues:
   • File type is unsupported.
   • File size exceeds limits.
   • Temporary issues with Zudello's file storage service.
6. Platform/UI Issues (Rare): Temporary problems with the chat service or the front-end interface.

Troubleshooting Steps

1. Check Permissions (Admin Task): Verify the user has the necessary #CHAT, INBOX:MESSAGE_THREAD#UPDATE, and SYSTEM:FILE#CREATE permissions.
2. Check Network Connection: Ensure you have a stable internet connection. Try accessing other websites or Zudello features.
3. Refresh Page: Perform a hard refresh (Ctrl+Shift+R or Cmd+Shift+R) to rule out temporary UI glitches.
4. Retry Action: Try sending the message, mentioning the user, or uploading the file again.
5. Troubleshooting Mentions:
   • Verify User: Double-check the spelling of the user's name. Confirm they are an active member of the current Team (Organisation Settings > Users > Edit User > Team settings).
   • Check User Notifications: Ask the mentioned user to check their notification preferences (Profile > Notifications) to ensure chat mention notifications are enabled.
   • Check Spam: Ask the mentioned user to check their spam/junk email folder.
6. Troubleshooting Attachments:
   • Check File Type/Size: Ensure the file is a common, supported type (PDF, JPG, PNG, DOCX, XLSX etc.) and within reasonable size limits (e.g., under 25MB).
   • Try Different File: Attempt to attach a different, simple file (e.g., a small text file or image). Does that work?
7. Check Zudello Status Page: Visit status.zudello.com for any platform incidents affecting chat or file storage.

Need Help?

If chat features consistently fail, contact Zudello support. Provide:

• The Document UUID where the issue occurred.
• Your user email address and the email of any user you failed to mention.
• Details of the specific action failing (sending message, mentioning, attaching file).
• The name and type of file failing to attach (if applicable).
• Any error messages received.