My Members Can't See Documents

If your board or committee members can't access files or folders in the portal, the most likely cause is that they haven't been granted access to the relevant folders.

Why This Happens

Our Cat Herder uses a combination of roles and folder-level permissions to control document access. Whether a member can see a file depends on their assigned role, where the file is stored, and whether they have access to that folder.

• Admins and some senior roles can see all files and folders regardless of permissions
• Members and similar roles can only see files in folders they've been given access to
• Files at the top level of Documents (not inside any folder) are accessible to all portal members
• Files inside folders are only accessible if the member has access to that folder
• Meetings Archive folders are automatically permissioned based on meeting invites, so members only see meeting folders for meetings they've been invited to

Permissions are set at the folder level, not on individual files. If a member with a basic role can't access a file, they don't have access to the folder it's in.

Why Does It Work This Way?

This is by design. It lets you store documents for different groups in a single portal while controlling who sees what.

For example, you might have board papers that subcommittee members shouldn't see, or confidential HR documents only certain office holders need access to. Folder-level permissions keep this manageable.

Common Scenarios

A member has a direct link but can't open the file

Even if a member has a direct link to a file (shared via Copy Link or posted in a Discussion), they won't be able to open it without permission on the folder it's in. They'll be redirected to the top level of Documents or see a permission error.

Fix: Grant the member access to the folder containing the file.

A member can see some folders but not others

This is normal. Members only see folders they've been given access to. If they need to see more, you'll need to add them.

Fix: Add the member to the relevant folder's access list.

A member can't see files in the Meetings Archive

The Meetings Archive is a system-managed folder where access is controlled by meeting invites. If a member can't see a meeting's documents in the archive, they probably haven't been invited to that meeting.

Fix: Invite the member to the meeting via its Attendees section. This automatically grants access to that meeting's archive folder. You can also manually grant access to the archive folder if the member needs the documents but isn't attending.

A member can't download files

If the member can see files but the download option is greyed out or missing, this is a different problem. Your portal may have the "Disable Documents Download" setting turned on.

Fix: Go to Settings > Features and check Disable Documents Download. Turning it off restores downloads for all users.

How to Fix It

Grant Folder Access to a Member

1. Navigate to Documents from the left-hand menu
2. Find the folder you want to grant access to
3. Click the three dots under Actions and select Access Members
4. Tick the members who should have access
5. Optionally, apply the same permissions to all sub-folders within the folder

For a detailed walkthrough, see the Documents video guide.

Move a File to Make It Accessible to Everyone

If a file should be visible to all portal members, move it to the top level of Documents. Files outside of folders are visible to everyone.

1. Navigate to the file
2. Tick the checkbox next to it and click the cut icon
3. Navigate to the top level of Documents
4. Click paste

Quick Checklist

• Check the folder permissions — Click the three dots on the folder and select Access Members to see who has access.
• Check where the file is stored — Files at the top level are accessible to everyone. Files inside folders require explicit access.
• Check meeting invites for archive files — Meetings Archive access is controlled by meeting invitations, not folder permissions. See My Members Can't See Meetings if this is the issue.
• Check the download setting — If members can see files but can't download them, check Settings > Features > Disable Documents Download.
• Remember: permissions are per folder, not per file — You can't grant access to an individual file. Either move it to an accessible folder or grant the member access to the folder it's in.

Related Resources

• Documents Video Guide — Video walkthrough of the Documents area including permissions
• Documents: General User Guide — What members see and how folder access works from their perspective
• My Members Can't See Meetings — Troubleshooting meeting visibility (also affects Meetings Archive access)
• Admin Troubleshooting — Common troubleshooting steps for portal admins