Messages and Communicate Mobile App troubleshooting guide

Table of Contents

• Messages
• Communicate mobile app

Messages

I am unable to send a file

If you experience errors sending a file in Messages, make sure that your file name does not contain any of the following special characters: < > : " / \ | ? *.

I can't manage participants for external conversations from the Messages tab in triConvey.

This is intended behaviour.  To manage participants in external conversations, do this from the Messages tab within the Matter.

My version of Messages will not update

If you're experiencing issues with updating Messages, first log out of triConvey and log back in. Next, select Refresh from the Action Bar of the Messages tab.

Communicate mobile app

My client is unable to move past the login stage on the Communicate mobile app

This may be caused by the phone settings preventing apps from opening browsers within the app. 

Open the Communicate link on the mobile browser (e.g. Safari, Chrome). The user will be prompted to enter their email address, which will then send a Client Portal email with a link to View Conversations. This will launch the Communicate mobile app and log them in automatically.

For Samsung S21 users:

Open Settings > Apps > Choose Default Apps > Opening links > Enable Open Links in Apps, then try to log in again.

The client's link to access a conversation has expired

The client can go to Communicate and type in their email address to get a new link.

When I try to login in as a triConvey user via Chrome I do not get the password option

This may happen if you were a triConvey firm's client and now you are a triConvey user as well, but you are using the same device to log in.  To resolve this, we suggest clearing your local storage on your browser:

1.    Select the three dots icon or hold Ctrl+Shift+I to access developer tools.

2.    Select the Application tab and expand the Local Storage section. 

3.    Right-click on the URL and select Clear.