This article explains why published documents may stop reaching clients, or why client uploads through the Portal may stop reaching you, and how to resolve it.
Why This Happens
The Virtual Cabinet Portal uses a single publisher account, known as the Primary Publisher, to maintain the connection between the Portal and the Portal Integration Service on your local server. If your company's email addresses have changed, or Virtual Cabinet has been moved to a new server, the Primary Publisher account may have changed. This breaks the connection and causes outgoing publishes and incoming client uploads to stop being processed.
The Primary Publisher can only be identified by checking the Portal Integration Service logs and the database. Contact VC Support to connect to your server and confirm who this is.
Resolution
Once the Primary Publisher has been identified, that user should follow these steps to re-establish the connection:
- Log in to Virtual Cabinet as normal.
- Search for any file in a cabinet and click the Portal Publishing button to open the Portal Publishing window.
- When prompted, enter your portal password. You do not need to actually publish a document at this stage.
- If you do not know your portal password, click the forgotten password link below the password field to receive a password reset email.
- Once logged in, Virtual Cabinet will resync with the Portal and publishing should resume.
Note: Other users may also see the password prompt when opening the Portal Publishing window. Only the Primary Publisher needs to validate their credentials for all other publishers to be able to publish again.
After Re-establishing the Connection
Once the Primary Publisher has logged in, the Portal Integration Service should reconnect automatically and any queued documents should begin processing, including both outgoing publishes and incoming client uploads.
If queued documents do not start processing, the Virtual Cabinet Portal Integration Service on the server may need to be restarted. Your IT provider should be able to do this for you.