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Resolve Documents tab 500 errors for one record

Use this guide when the Documents tab fails for one record, but the files still appear in SharePoint.

Before you start

You need:

  • System Administrator access in Brief Connect.
  • Access to the affected record.
  • Access to the record's SharePoint document library.
  • The affected record ID.

Check whether the issue is record-specific

  1. Open the affected record.
  2. Open the Documents tab.
  3. Note whether the tab displays an error or fails to load documents.
  4. Open another record of the same type.
  5. Open that record's Documents tab.

If other records load correctly, the issue is likely specific to the affected record's SharePoint folder.

Collect diagnostic logs

  1. Open the affected record.
  2. Reproduce the issue by opening the Documents tab.
  3. Open your browser developer tools.
  4. Select the Console tab.
  5. Run this command:
window.getLog()
  1. Copy or export the log output.
  2. Send the log output to your Brief Connect support contact.

For more information about collecting logs, see Accessing Logs via Browser Developer Tools.

Locate the record folder in SharePoint

  1. Open the affected record in Brief Connect.
  2. Open any document link or use the record's SharePoint library path if it is already known.
  3. Find the record folder in the relevant record library.

The folder path usually has this structure:

/sites/BriefConnect/{Library}/{RecordFolder}/Documents

For example:

/sites/BriefConnect/2026 04 COR/**record title**/Documents

Inspect the document folders

Open the record's Documents folder and check these subfolders:

Correspondence
Attachments
DepartmentWorkProducts
SupportingDocuments
SignedAndApprovedProducts

Look for any item that is not a normal file, including:

  • A folder inside a document-only area.
  • A shortcut or link item.
  • An item with an unusual icon.
  • An item that cannot be opened directly from SharePoint.
  • An item that was recently moved, restored, deleted, or renamed.
  • An empty item or metadata-only row.

Fix the invalid item

Choose the safest action for the item you find:

  • Move folders out of document-only areas if they do not belong there.
  • Remove shortcuts or links if they were added by mistake.
  • Restore a missing file if the item points to a deleted file.
  • Re-upload the document as a normal file if the existing item is broken.
  • Remove an orphaned item only if you are certain it is safe to delete.

Do not delete content unless you understand what it is and have approval from the record owner or support team.

Confirm the fix

  1. Return to Brief Connect.
  2. Refresh the record page.
  3. Open the Documents tab again.
  4. Confirm the documents load.
  5. If the issue also affected PDF generation, run Generate PDF again.

Escalate to support

Escalate the issue to Brief Connect support if:

  • You cannot find the invalid SharePoint item.
  • The Documents tab still fails after correcting the item.
  • Multiple records are affected.
  • The issue blocks urgent business activity.

Include the following details:

  • The affected record ID.
  • The SharePoint folder path.
  • Whether one or multiple users are affected.
  • Whether a System Administrator can reproduce the issue.
  • The output from window.getLog().
  • Screenshots of any unusual SharePoint item.