How to Troubleshoot and Resolve Client Report Access Issues in Spectora
Clients may occasionally encounter issues accessing their reports in Spectora. This guide provides troubleshooting steps, explanations of system functionalities, and best practices to resolve common problems and ensure secure report sharing.
Overview of Report Access
Spectora reports are designed to be accessible via any web browser on any device. Clients can view reports online or download a PDF for offline access. No special software or app downloads are required.
Troubleshooting Common Issues
Duplicate or Incorrect Links
Verify that the client is using the correct inspection link. If multiple inspections exist for the same client, ensure the link corresponds to the inspection with the report attached and marked as paid.
Delete any duplicate inspections without reports and resend the correct link.
Browser and Device Issues
If a client cannot open their report or sees a blank page, try the following steps:
Verify the Correct Link
Ensure the client is using the tokenized link sent via email. Tokenized links are specific to each client and provide secure access to reports. Links copied from 'Client View' are not tokenized and may cause errors like 'Unknown user' or login prompts.
If the client reports an expired or inaccessible link, resend the report email or text using the "Resend email/text" feature in the inspection details. Ensure the inspection is marked as paid before resending.
Clear the browser’s cookies and cache. Provide browser-specific instructions if needed:
Safari (Mac): Go to Safari > Preferences > Advanced > Show Develop menu > Develop > Empty Caches.
Chrome: Click the three dots > More tools > Clear browsing data > Select 'All time' > Clear data.
Disable pop-up blockers or security tools that might block new tabs or PDFs.
Open the link in an incognito/private browsing window.
Try a different web browser or device.
Restart the computer.
Operating System Limitations
Older operating systems, such as Windows 7, may prevent reports from opening. In such cases, email the PDF version of the report directly to the client to bypass the client portal.
Temporary Outages
Occasionally, global outages (e.g., Google Cloud Functions) may disrupt report access. These issues are typically resolved quickly, and no action is required from the client. However, inspectors should check the Spectora status page to confirm the outage and avoid syncing or publishing reports during this time to prevent further issues.
App Compatibility Issues
If reports are not visible on the dashboard, check the app version. Reports built on version 9 are not supported in version 1. Download the V9 app via TestFlight to access these reports:
Download TestFlight from the App Store.
Tap the TestFlight link: https://testflight.apple.com/join/Xdfmhee4.
Select "Start Testing" and download the V9 app.
Understanding Report Locking and Unlocking
Locked Reports
Locked reports cannot be accessed by clients until required actions, such as payment or agreement signatures, are completed. This ensures compliance with payment and contractual obligations.
Preventing Access to Unpaid Reports
To prevent clients from viewing reports with unpaid balances:
Use the client portal locking workflow.
Avoid sending direct PDF links in emails.
Publish reports only after payment and contract signatures are complete. If additional services are added after publication, the portal will re-lock access until the new balance is paid and the updated contract is signed.
Special Cases
Deleted Reports
If a report was initially published and later deleted, the links sent to clients or agents will no longer work. To resolve this, republish the inspection to generate new, valid links and resend these updated links to the client or agent.
DMCA Access Restrictions
Certain reports may be restricted due to a DMCA takedown request. In such cases, only the client will have access to the report, and other users will encounter access errors. To address this, resend the report directly to the client, noting that non-client users will not be able to access it.
WDI Reports
If a WDI report is inaccessible while the main inspection report is viewable, ensure the WDI form is fully completed. Then, perform the following steps:
Run a Full Sync in the web editor.
Force a Payload Rebuild from the same menu. These actions resolve WDI-specific access issues.
Simulating Client View
Inspectors logged into Spectora can access reports regardless of client agreement status. To simulate the client view, open the client email or link in an incognito/private browsing window. This ensures you see what the client sees.
If the client is redirected to the main dashboard, confirm they are using the client portal link shared via email. Gather screenshots or recordings to identify the issue.
Best Practices for Secure Report Sharing
Always use the client portal for sharing reports to maintain security and access controls.
Avoid using placeholders like “Report Link” in email templates, as they may grant access to unpublished reports. Instead, use the “Inspection Details Link” placeholder to direct recipients to the Client/Agent Portal, where only published reports are accessible.
Regularly monitor the Spectora status page for updates on outages or technical issues.
Avoid deleting published reports unless absolutely necessary. If deletion is required, ensure new links are generated and shared promptly.
Communicate proactively with clients if access restrictions are anticipated due to legal or technical reasons.
By following these guidelines and troubleshooting steps, you can effectively resolve client report access issues and ensure a seamless experience for all users.
When to Contact Support
Check for unusual formatting in inspection fields (e.g., special characters in the company name) as this may cause persistent issues.
Contact Spectora support for further assistance if the above steps do not resolve the issue.