User can’t download a file within Filename view
Follow the steps below to troubleshoot when a user can’t download a file within Filename view.
| Is the Source: field a live link? | No |
| Contact tier II support | |
| If yes, is the source link to a 3rd party application? | No |
| If yes, see the troubleshooting guide “Links to 3rd party sources within an answer not working” | |
| Does the source link have a download icon? | Yes |
| Does clicking the Source download link register? | No |
| If yes, does a file download to the bottom of your browser or to your downloaded files? | No |
| If yes, does the document open as expected? | No |
| Contact tier II support and include any error messages which may display within the document itself when attempting to open |