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The Documents area stores standard operating procedures (SOPs), certificates, licences, policies, and other reference files. Use this guide when a document will not open, an SOP cannot be changed, or the information shown is missing or out of date.
Common problems
Start in SOP and Other Files and check the relevant library:
SOP's contains your standard operating procedure document types.
Other Files is intended for certificates, licences, and policies for staff to view.
Use the document list search to find a document type by its name or heading.
Select a row to open the document type and see its attached files.
On the document page, select the file name to open the file in a new browser tab.
If the page or file does not respond, refresh the page and try again. If the problem affects only one file, try another file in the same document type. This helps identify whether the issue is with the file itself or with access to Documents.
Documents that cannot be opened
If a document type does not open:
Return to SOP and Other Files.
Search for the document type by name or heading.
Select the row again.
If the document type is listed but still will not open, refresh the page and try again.
If a file does not open from the document page:
Confirm that you selected the file name, rather than an empty description or the upload date.
Try opening a different file from the same page.
Check whether the file was recently replaced. A replacement may take a moment to become available; refresh the document page before trying again.
If every file fails to open, ask an administrator to check your Documents access and the file storage. If only one file fails, give the administrator the document type and file name.
A document type that has been removed is no longer available to open. Deleting a document type also permanently deletes all of its uploaded documents, so it cannot be recovered in the app.
SOPs that cannot be edited
The Edit button is available only to users with permission to change Documents. Staff and foremen have view access by default, so they can read documents but cannot edit document types, add files, replace files, change descriptions, or delete files. Managers have full access by default. An administrator can change these permissions for your organisation.
If you can view an SOP but cannot edit it:
Check that you are signed in with the correct account.
Return to the document page and look for Edit.
If Edit is not shown, you have view-only access. Do not create a duplicate document type just to work around the restriction; ask an administrator to grant the appropriate access or make the change for you.
If Edit is shown but saving fails, check that Document Type is not blank. This field is required. Heading is optional.
When changing an attached file, make sure the replacement is smaller than 250 MB. Files at or above 250 MB are skipped.
When editing an SOP, you can update its document type, library, and heading. You can also change an attached file’s name or description, replace the file, remove an attachment, or use Add New to attach another file. Select Save changes when finished. The file itself is not uploaded until you save the changes.
Missing or outdated document information
The document list shows these fields:
Document Type — the name of the SOP or other-file category.
Heading — the optional subject grouping.
Files — the number of attached files.
Last Updated — the most recent update shown for that document type.
Inside a document type, each attachment shows its Description, File, Uploaded, and By information. A dash means that no value has been provided for that field.
If information is missing or outdated:
Open the document type from SOP and Other Files.
Select Edit, if you have permission.
Update the document type or heading as needed.
For an attachment, update its file name or description, or select Replace to provide a newer version.
Select Save changes, then refresh the document page.
To add a file to an existing document type, select Upload File, then Add files. The app accepts any file type, but each file must be smaller than 250 MB. You must add at least one file before selecting Upload. Enter a description while the file is queued if other staff need help identifying it.
If Files shows zero, there are no attachments for that document type. A user with edit access can select Upload File to add one. When creating a new document type, attachments are added after the entry is created.
When to contact an administrator
Contact an administrator when:
SOP and Other Files is unavailable or you cannot see a document you expect to access.
You can view an SOP but Edit is missing and you need to make a change.
You need a document type, attachment, or permanently deleted file restored. Deleted document types and their uploaded documents cannot be recovered in the app.
A file still will not open after refreshing, especially if other files open normally.
A replacement or upload fails for a file smaller than 250 MB.
The document type, heading, description, file name, uploader, or update date is incorrect and you do not have edit access.
Include the document type name, attachment file name, what you were trying to do, and any message shown on screen. This gives the administrator enough information to check your access and resolve the problem quickly.