Troubleshooting Doc Utility

First, make sure the Doc Utility app is installed on your device. Then, make sure you have a program installed that supports the file type you’re attempting to open.

If both Doc Utility and a compatible app are installed, keep in mind that it takes a few moments to download and open the file—especially if it’s your first time using the Doc Utility app today.

If you’ve waited over two minutes and the document still hasn’t opened, read the “If issues persist” section below.

Make sure to set your preferred program as the default for the file type. To learn more, read the Install Doc Utility article.

Check your device settings and make sure notifications are allowed for the app. Follow the instructions for either Mac or Windows.

When you’re in a virtual meeting like Zoom or Microsoft Teams, notifications typically do not display even if they’re allowed.

Try signing out of the Doc Utility app. This step is particularly important if you have multiple Filevine Orgs and recently switched between them.

• Windows: In the system tray at the bottom, find the Filevine logo. If you don’t see it, you may need to select the “Show hidden icons” menu. Right-click on the logo and click Log out.
  
• Mac: In the menu bar at the top, find and select the Filevine logo. Click Log out.
  

Next time you click the Edit with Doc Util icon in Filevine, you’ll be signed back in while the file downloads and opens.

If signing out does not resolve the issue, try quitting the Doc Utility app.

• Windows: In the system tray at the bottom, find the Filevine logo. If you don’t see it, you may need to select the “Show hidden icons” menu. Right-click on the logo and click Quit.
  
• Mac: In the menu bar at the top, find and select the Filevine logo. Click Quit.
  

Next time you click the Edit with Doc Util icon in Filevine, the app will relaunch.

If the issue still persists, reach out to Filevine support to troubleshoot further. Your support agent may request the error logs from your device. You can find them in the following locations:

• Windows: Open File Explorer and select This PC. Go to C: drive > Users. Open your user’s folder, then go to AppData > Roaming > Filevine > Logs.
• Mac: Open Finder. In the menu bar at the top, select Go > Go to Folder. Type /Users/ and press Enter. Open your user’s folder, then go to Library > Application Support > Filevine > Logs.