Summary
As Opus 2 Transfer is only used for sending and receiving documents the level of support required should be minimal on our end, but the below sets out a couple of standard queries and relevant responses.
Can Documents be Deleted from a Channel?
Access to the documents within an entry on Opus 2 Transfer will expire once the expiry date and time has been reached - after this time the documents are inaccessible by all users and Opus 2 alike and cannot be deleted. If a client has erroneously uploaded a document to the incorrect channel, they should be able to delete this themselves (prior to the expiry date) - if this is not possible, only the channel creator can delete the entry on the Admin side. If this team member is not currently available, speak to a SOL/SOM before responding to the query.
Documents Uploaded to Incorrect Channel / Platform Workspace
If a client has confirmed that the documents for a request have been uploaded to Opus 2 Transfer but we are unable to see them, we should first refresh the page to ensure they haven't been subsequently uploaded. Assuming they are still not available we should check their workspace on the platform, as some newer users upload documents directly into their workspace assuming this is how to provide them for us to subsequently move into the bundle. If this is the case, we need to ask them to send the documents on Opus 2 Transfer (and set them up with a channel/account if they do not currently have access) and explain how to delete the documents inadvertently uploaded to their workspace.
If the documents are not present on the Opus 2 Transfer channel for the matter or their workspace, we should ask them to confirm the name of the channel the documents were uploaded to, as it is possible they have uploaded the documents to a channel for a different matter.
User is Unable to Upload Documents to a Channel
Users sometimes encounter issues when uploading documents to a channel - if this is the case we can respond with the queries below. It may be necessary to adapt this email response based on the information they have provided when flagging they are having issues uploading documents to the channel - for example if they have confirmed the documents are in a .zip file, we do not need to query this.
Email Template
Thank you for flagging the issues you are currently experiencing with sending documents on Opus 2 Transfer. So that we can better assist, can we please just confirm a few things about the documents being uploaded, and the way in which they are being uploaded:
- Have the documents been included in a .zip file prior to uploading to your channel? In our experience, uploading .zip files is successful than providing individual files in bulk. The .zip file itself can just be named according to the Bundle(s) for which the documents relate - e.g., Bundles A and B.zip.
- Are you uploading the documents on Google Chrome? This browser is most compatible with the Opus 2 Transfer functionality.
- Are you accessing the channel via a VPN? This can cause connectivity issues when sending larger data sets causing the upload to stall.
- Are any of the documents being uploaded corrupt or encrypted? This may be a result of the files being 0kb in size, or if the documents are encrypted/secured.
- Is the total file size of the upload under 4GB? We generally recommend against uploading more than 4GB in one go, as this minimises the risk of any drops in connection in the browser causing the upload to fail. If more than 4GB of data needs to be provided, this should be split into smaller tranches and uploaded one at a time, with each subsequent upload being set off once the previous once has completed.