There are several reasons documents can fail to sync from EnrolHQ to Synergetic.

Documents tab verification

Please check the profile's document tab.

1 - this document is verified YES, it is mapped and Synergetic is set up correctly per the below then it will sync.

2 - this document is verified NO then it will not sync.

3 - If a document is 'not validated yet' it will also fail to sync.

Document not mapped

If there is a new EnrolHQ document, either a new upload or a new custom form, you must request for them to be mapped to a Synergetic luDocumentClassification with EnabledForClientAPI ticked via a new support ticket for the sync to be successful.

Synergetic document type

Please check the file type (e.g. pdf) exists in Synergetic luDocumentType and the document to sync does not exceed its MaxFileSizeKB.

Synergetic user permissions

Please check with your IT that your Synergetic user group has permissions to all of the luDocumentClassifications that documents are being synced to, otherwise even if documents have been synced, you won't be able to see them in the Synergetic Docman tab.

E.g. you can't see documents on the Docman tab but IT can.

(Deep sync only) Docman Service stuck

If you have a deep sync, please check that the documents in your Docman Monitored Folder on the network share are being processed by the Docman Service, i.e. it's checking for documents in

//<network_share_drive>/<synergetic_monitored_folder>/<luDocumentClassification>/

and moving them to a "processed" subfolder

//<network_share_drive>/<synergetic_monitored_folder>/<luDocumentClassification>/processed/

If Docman isn’t processing it, try stopping and starting the Docman service.