Troubleshooting

Start with the symptom the staff member or customer is seeing, then check the matching access, request, file, or setup state in Matter.

Customer cannot see a case

Check the case access settings in the agent portal.

The customer must be linked to the case and granted portal access. Being listed as a subject is not enough.

Also confirm the customer is signing in with the same email address attached to their contact.

Customer sees the wrong sidebar

The customer portal changes navigation based on how many cases the customer can see.

If there is one case, the sidebar shows Overview, Requests, and Files. If there are multiple cases, the sidebar shows the case list.

If this looks wrong, check how many cases the customer has access to.

Uploaded file does not complete the request

An uploaded file and an accepted request are different states.

The request may still need submission or staff review. Open the request in the agent portal and check whether it is waiting, pending review, changes requested, complete, or not required.

Customer uploaded the wrong file

If the request is still open, the customer may be able to remove and replace the file.

If the request has already been submitted, staff should review it and request changes with a clear instruction.

File is missing from Files

Check whether the file is attached to a request, a case container, or an internal-only area.

Also check portal visibility. A file can exist in the agent portal without being visible to the customer.

Template changes are not visible on an existing case

Templates are starting points. Updating a template does not automatically rewrite existing live cases.

For an existing case, update the live requests, access, and fields directly.

Customised template shows upstream changes

This means the built-in source template has newer information than the workspace’s customised copy.

Open the comparison view, review the difference, and decide whether to update the workspace template.

Outgoing email is not ready

Open Outgoing Email in the agent portal and check mailbox readiness, sender settings, and template setup.

Until that is ready, staff may need to send updates outside Matter. If they do, record the important case context in notes so the case history stays useful.

Document storage is not receiving files

Open Document Storage and confirm the destination is connected. Test with a small upload.

If the destination was changed after files were uploaded, check whether older files were sent to the previous destination.