Before you start
- Have the document's ID or title to hand, and the name of the person who sent it to you.
- Find your symptom under If something is different, or work through the checks below.
Check first
Check these in this order.
- You are named on the document, if you need a version that is being worked on. A Regular User who is not named sees only published documents in the Documents list, at their last published version.
- The document is not obsolete. Obsoleted documents do not appear in the Documents list by default. The list's See Filters › Type of Documents offers Obsolete Documents.
Result
You know which check stopped you and who can change it:
- People are named on a document with Update Roles (the button at the top of the document page; see Name people on a document (Update Roles)). Update Roles is shown to an Administrator, a Supervisor and a Regular User, and never to a Read Only User. While the document is in Under Review, Under Signing By Approver or Under Signing By QA, the Supervisors and Regular Users named on it do not see Update Roles.
Next: if you can open the document but cannot sign it, see I can't sign a document.
If something is different
A page reads "Record not found!"
The page goes on: "You do not have permission to view this page using the credentials that you have provided while login. Please contact your site administrator." A Regular User who is not named on a document sees this when they open a link to it while it is in review. While the document is in review, the Supervisors and Regular Users named on it do not see Update Roles, so they cannot name you on it then. A named Reviewer can send the document back to Draft (Send a document back to Draft); once it is in Draft, an author can name you.
A page reads "You are not authorized!"
The page goes on: "You do not have permission to view this page using the credentials that you have provided while login. Please contact your site administrator." Send your administrator the document's ID and the link you opened.
The document is not in your Documents list.
A Regular User who is not named on a document does not see it in the list before it has been published. To work on it before then, they need to be named on it with Update Roles, outside review: see the Result above.
You see an older version.
A Regular User who is not named on the document sees its last published version while a new version is being written and signed.
None of the checks explains it.
Contact Complere support (see Ask Complere support for help). Include the document's ID, and a screenshot of what you see.