Why a document is missing or will not download

This page is for station owners, AEs and quality control managers whose Documents or Certificates page is empty, missing a row, or gives an empty file.

Why is the Documents page empty?

Work down this list:

1. Nothing chosen in the scope picker. If the page says "Choose an organisation to see documents.", pick an organisation at the top of the screen.
2. No organisation linked. The message "No organisation is linked to your account yet." means your user is not attached to any organisation. Ask the person who set up your organisation to add you.
3. Organisation or station not verified. Only verified links are shown. A person or station still waiting for verification sees nothing.
4. No active paid plan. Stations without an active paid subscription are left out. See Where documents come from.
5. Nothing signed off yet. Documents are created by sign-off, so a station that has never been signed off has none.
6. A retired station. Stations whose end date has passed are hidden.

The empty message "No documents yet. A document is created each time a month is signed off." appears when all of these checks pass but no rows match.

Why does the Documents page show nothing and no error?

If the server cannot return the list, the Documents page stays blank and shows no message. A network or application fault instead shows a red "load documents" failure pop-up. In both cases refresh the page and check your connection. If it keeps happening, contact support with the time it happened. The Certificates page does show the server's message in a pop-up.

Why is a downloaded file empty?

The download link looks up the file by station number and file name. If the stored file cannot be found, the download returns an empty file rather than an error message, so a 0 KB PDF means the file is missing from storage. Note the station, document name and time, and contact support.

Why does the Documents list show a different set from last month?

The list shows documents that are current today. The month in the scope picker does not filter documents. Changing the month does not change the rows.

Why is a certificate download not found?

On the Certificates page, the download returns a "not found" response when the stored certificate file is missing. See Certificate details and downloads.

Reference