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Troubleshooting XPM integration and SuiteFiles Chrome Extension issues

If you're experiencing issues with either the SuiteFiles Chrome Extension, or using SuiteFiles in XPM for Clients, Jobs or Quotes, this guide will help you step through the correct troubleshooting steps.

In this article

Issues with XPM folder prompts and links

If you're experiencing:

  • No folder creation prompts in XPM, yet this setting is enabled in your Chrome Extension Options
  • The folder template drop-down on your folder creation prompt is blank
  • SuiteFiles folders are not linking in XPM for Clients, Jobs or Quotes

Then complete these troubleshooting steps in order.

  1. Check you're logged in to the SuiteFiles Chrome Extension
  2. Check you're connected to the correct site:
    If your company has multiple SuiteFiles sites, these will be visible from the login page of the SuiteFiles Chrome Extension. Click the extension, then the drop-down to verify you're logged into the correct site. Simply click the correct Site URL from the list and you're done! 
    SF Chrome Ext Site URL dropdown 
    Tip: If you're accessing multiple SuiteFiles sites, we recommend you set up one Chrome profile per account. 
  3. Refresh your browser in XPM - sometimes it can have trouble identifying a client the first time so a refresh is always helpful, although please note a fix to this issue is on it's way in the next Chrome extension update.  
  4. Check you're on the latest version of the SuiteFiles Chrome Extension:
    IT teams sometimes block Chrome extensions automatically updating. Compare your Chrome extension version (right click the extension > Manage extension > Version) with the published version on the Google Chrome Store (under the Details section here). If you're not on the latest version, please discuss the roll-out with your IT team.
  5. Log out then log back into the SuiteFiles Chrome Extension

Issues with XPM merge fields and contacts not feeding through to SuiteFiles

If you're experiencing:

  • Trouble with contacts feeding through for signing/connect invites, or merge fields feeding through to templates.

Then try reconnecting your XPM integration. A SuiteFiles Admin who is also an XPM Admin needs to do this.  

Force refresh of Clients and Contacts

Did you know? If you've only just added a Client or Contact in XPM it won't always be immediately available for use in SuiteFiles file and email templates, or from the contact picker when sending a document for signing or sharing a folder or file via the SuiteFiles Connect client portal. In this case:

Still no luck? Please submit a Support ticket

Contact our team if you're continuing to have issues. We can ensure this is passed onto our engineering team so that we can address any issues you're experiencing.