Post-launch troubleshooting and FAQ for VDR managers | VDRPro

This issue may be caused by one of the following common causes:

• The buyer/investor was not added to the VDR. Click the Users & Groups tab in the VDR. Click the Add User(s) button in the upper right and follow the wizard to add the buyer/investor to the VDR. For more information, see Adding users to a VDR.
• The buyer/investor did not see the welcome alerts or it was flagged as spam. Ask the reviewer/investor to search their inboxes for the VDR name or resend the welcome alert. Click the Users & Groups tab in the VDR. Select Resend Welcome Alert. For more information, see Resending welcome alerts to VDR members.
• The buyer/investor is new to Intralinks and their temporary password has expired. Instruct the buyer/investor to use the Forgot password link on the Intralinks login page. They can access the log in page by clicking the VDR link the the welcome alert or by entering services.intralinks.com in their browser. For more information, see Changing a forgotten or expired password.
• The buyer/investor is logging in to Intralinks using a different email address than the one that was added to the VDR. Instruct the buyer/investor to log in with the same email address that received the welcome alert.
• The buyer/investor was not added to a group within the VDR. Click the Users & Groups tab in the VDR and add the investor to the appropriate group. buyer/investors are added to your VDR with the Reviewer role, which requires users to be added to a group to see the documents permissioned to that group. For more information, see Viewing and changing the members of a group.
• The buyer/investor cannot remember their password. Instruct the buyer/investor to use the Forgot password link on the Intralinks log in page. They can access the log in page by clicking the VDR link the the welcome alert or by entering services.intralinks.com in their browser. For more information, see Changing a forgotten or expired password.

This issue may be caused by one of the following common causes:

• The group the buyer/investor belongs to was not permissioned to the document. Click the Documents tab. Right-click the document and select Permissions. Verify that the appropriate groups are permissioned to the document. For more information, see Assigning document access using the Documents tab.
• The buyer/investor has lost or did not receive a document alert, and they don't know that folder path to navigate to the document. Click the Documents tab. Right-click the document and select Alerts. Send a document alert to the buyer/investor. The alert will contain a link that goes directly to the document. For more information, see Sending email alerts.
• The PDF document is IRM protected, and the following message is displayed when the buyer/investor tries to open the file: Your PDF reader is not secure enough to display this document. Inform the buyer/investor that they must use either Adobe Reader DC or the Viewer. For more information, refer them to Your PDF reader is not secure enough to display this document.

If a buyer/investor has participated in an Intralinks VDR in the past, they already have a contact profile with Intralinks. New contact information added after a contact profile exists will not override the existing profile.

After the profile has been created, changes to the information must be made/requested by the buyer/investor themselves. They can change their phone numbers and name by clicking Account Profile under their user name in the upper right of the Intralinks screen. Changes to email and organization must be changed by Intralinks support. They can request a change by emailing support@intralinks.com.

Click Users & Groups. Right-click the group's name and select Access Report. The selected view (including filters) or all records can be exported to an Excel file. For more information, see Viewing document access information for users.

Click Documents. Mark the documents you are interested in. Click the 3 dots menu in the top menu bar, and select one of the following:

• Permissions --> View permissions. For more information, see Permissions tab overview.
• Access Report. For more information, see Viewing document access information for users.

• If your VDR has the Insights & Reporting tab, click it. Click the Reports tab. Double click the Applied Permissions Report and click Run New Report. You will receive an email when the report is ready to view. Use the link in the email to access the report or go to the Reports tab and click Download. The report will be downloaded in Excel format. For more information, see Reviewing current and staged permissions.
• If your VDR has the Reports tab, click it. Double-click the Applied Permissions Reports and click Run New Report. You will receive and email when the report is ready to view. Use the link in the email to access the report or go to the Reports tab and click Download. For more information, see Viewing users and groups across VDRs. For more information, see Reviewing current and staged permissions.

Click Users & Groups. Select the users. Click the three dots menu and select Access Report. For more information, see Viewing the documents users and groups access most often.

Navigate to the list of all VDRs of which you are a member. Click Reports at the top of the screen and click Run New Report. For more information, see Viewing users and groups across VDRs.