Step-by-Step Troubleshooting:
Check if the Contact is Connected
If you're unable to link a matter to NetDocuments, the first step is to confirm whether the contact associated with the matter is connected in the system.
You can do this by navigating to the contact's profile and checking their connection status. If the contact isn't connected, try reconnecting them manually.
Check for Special Characters in the Contact or Matters’s Number or Name
Sometimes, special characters like quotation marks (
") or a comma (,) in a contact or matter's number or name can interfere with the integration betweenPractice Pro and NetDocuments.Solution: Remove any special characters (like
\,/,>,<,:,*,",?or|) from the subject's name, save the changes, and try linking the subject to NetDocuments again.
Retry Linking the Contact or Matter
After making the necessary changes (e.g., connecting the contact or fixing any name formatting issues), retry the linking process. This should resolve the error.
Re-Linking Matters through Firm Settings
Navigate to Firm Settings within the Practice Pro app.
Go to the Integrations section.
Select NetDocuments, and review the options at the bottom of the page.
Use the appropriate setting to re-link the desired matter to NetDocuments.
Verify the Contact is in NetDocuments
If the contact is connected but the matter still won't link, navigate to NetDocuments and verify that the contact is listed correctly. Ensure there are no discrepancies between the contact information in Practice Pro and NetDocs.
If the contact is missing or misconfigured in NetDocuments, resolve it there and then attempt to link the matter again.
If you can't see the contact or matter in NetDocuments, it's possible that you may not have the necessary permissions to create or link matters. Contact your firm administrator if needed
Troubleshooting NetDocuments Integration Issues
If you're encountering issues with NetDocuments integration in Practice Pro, such as sign-in failures, unlinked matters, or workspace mismatches, follow these steps to verify and reset the integration:
Access Your Profile:
Click your name in the top-right corner of the application.
Select "My Profile" from the dropdown menu.
Navigate to Integrations Section:
Locate and open the "Integration" section within your profile settings.
Choose "NetDocuments" from the list of integrations.
Reset the Integration:
Disconnect the NetDocuments integration.
Reconnect the integration and follow the prompts to reauthorize access. After completing these steps, try signing in again to verify that the issue has been resolved.
If you have any questions or comments, let us know! Alternatively, you can reach out to Practice Pro support for further assistance. Be sure to provide details about the issue, including any error messages or steps already taken.
Re-linking a Matter to NetDocuments
If a specific matter is not linked to NetDocuments, you can manually re-link it:
Go to Firm Settings in Practice Pro.
Navigate to Integrations and select NetDocuments.
Use the options at the bottom of the page to re-link the matter. This process ensures that the matter is correctly associated with its corresponding workspace.
Resolving Workspace Naming Issues
If existing matters fail to link to NetDocuments even after reconnecting the integration, check the following:
Workspace Identifier Format: Practice Pro expects the workspace identifier in NetDocuments to use the full client and matter number (e.g., a combined client-and-matter value). If the workspace was created with a different naming scheme, the link may fail.
Repeated Connection Issues: If you see repeated "connecting" and "successfully connected" messages but the matter does not link, review the backend/system settings. Ensure the NetDocuments workspace naming matches Practice Pro’s expected format. Mismatches or previously imported workspaces using different names can block linking. These checks can help resolve common linking issues.