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Question: My client sent his file to me but I did not get it.
Answer: There are several possibilities, depending on what method the client was using to enter his or her information, and how he or she sent it to you.
The methods the client could be using are Web Data Entry, or Client Software. We will explore each one.
Using Web Data Entry
This is the online data entry. When the client clicks "Transmit," the file will be moved to your folder on our server. You then click Files & Settings > Open/Save/Send > Download. If you do not see the data, there are several possible reasons:
1. The client did not actually click "Transmit." Ask the client if he or she remembers clicking the "Transmit" button. There will be a pop-up message to the client saying that the data has been sent to you. If the client does not remember seeing that message, ask the client to log in again and Transmit the file.
2. Someone from the office already downloaded the file. Once the file is downloaded, we delete it from our server. If the file was transmitted, but you do not see it, ask around the office. Also, click the Open button in the software. Perhaps the file is there in your default folder.
Using Client Software
If your client is using the downloaded Client Software, and the client has sent the file to you, here are the reasons you might not have the file.
1. If the client used "E-mail file to your professional." If you did not get the e-mail, it is possible that the file got tagged as spam and intercepted. This happens with some regularity, because the e-mail to you is being generated by our software, not by the client by hand. Ask the client to send the file to you "manually." To do that, the client should follow these steps:
a. Address an e-mail to you, using the client's regular e-mail software.
b. Attach the file, just the way the client would attach a Word or PDF document. If the client is using Windows, the file will be in My Documents > Family Law Software. Most likely, in the files list, it will have our icon next to the file name. The file name will be the client's name.
c. Send the e-mail with the file attached to you.
When you get the e-mail, you should download it to your Family Law Software folder. You can find where this is by clicking, in the software, the Files & Settings tab. You will see the path to the folder at the top of the Open/Save/Send screen.
2. File sent through our Server, but e-mail not arrived. If the client used "Send File through our Server," it is possible that the file was sent, but you did not get a confirming e-mail. Sometimes, the e-mail informing you was tagged as spam, or wound up in your trash folder. Just click Files & Settings > Open/Save/Send > Download. See if the file is there.
3. File sent through our Server, but already downloaded. If the client used "Send File through our Server," it is also possible that the file was sent, but already downloaded by someone at your office. Once the file is downloaded, we delete it from our server. If the file was transmitted, but you do not see it, ask around the office.