When something you expected on a client has not appeared, it is almost always one of a handful of causes. Work through the section that matches what is missing.
A file hasn't been read yet, or failed to process
While Marloo works through a file, the file card shows Reading and then Analysing. Marloo cannot answer questions from a file, or use it in a generated document, until it has been analysed.
A file that has finished processing without being analysed shows Not yet analysed. One that hit an error shows Processing failed. To get it moving again:
On the file card, click Retry.
Or open the file and use its menu: Retry processing for a file that failed, or Analyse for one that was never analysed.
Wait for the label to clear, then add the file to your chat or document again.
Good to know
A file uploaded to a client must be 40 MB or smaller.
A client list upload must be an .xlsx file, 10 MB or smaller.
A form must be a fillable PDF, 30 MB or smaller.
If Retry does not clear it, send us the client name, the file name, the state shown on the card, and whether you have already tried Retry.
A meeting isn't showing in a client's profile
Marloo links calendar meetings to client profiles by matching email addresses. If the email address on the calendar invite does not exactly match an email address saved on the client's record, Marloo cannot link the meeting automatically.
The client may also not have been tagged to that meeting. Tag them to the meeting and it will appear in their profile once the meeting has been summarised. For mobile recordings, you must manually tag the client on the web app after the recording uploads. See Add or remove clients on a meeting.
The Overview is empty or out of date
The Overview is built from the client's own content, so the fix is usually at the source.
Check the source. Outdated information usually came from a transcript or an uploaded document. Correct it at the source and the Overview regenerates with the updated data.
Add more context. Upload additional documents to the client profile. The more context Marloo has, the more comprehensive the Overview becomes.
Give it time. The summary is regenerated about 15 minutes after the last change on the profile, so it will not update the instant you make an edit.
Good to know
The Overview builds from new activity on the profile, such as a meeting summary, an uploaded file, or a note. It does not backfill content that was already on the profile before the feature was switched on, so an older client can look empty even though they have past meetings logged. Add any new note or file and the Overview generates.
The summary is skipped entirely for clients marked Inactive. Calendar sync creates an attendee as Inactive when the event had six or more attendees, or when the attendee is on your firm's own email domain.
A colleague can't see a client
Either the client is Private and your colleague is not listed under Advised by and holds no group access grant, or the client is a group and one of its members is invisible to them, which hides the whole group rather than part of it. See Control who can see a client.
I can't click Customise on the Overview
Customising widgets is deliberately restricted to the people listed under Advised by on that client, so Admins and Managers who do not advise the client cannot customise it. Add yourself under Advised by first, or ask one of the client's advisers to make the change. Widget customisation is also only available where enabled for your firm.
A downloaded form opens blank, or an answer overruns its field
The form opens blank after you download it. The data is usually still in the file and your PDF reader is not displaying it. Right-click the downloaded file, choose Open with, and pick Chrome or Edge. If the fields appear there, it is a rendering issue in your PDF reader rather than a problem with the form: print the file to PDF from the browser (Ctrl+P on Windows, Cmd+P on Mac, then save as PDF). And the copy that produces should open correctly. If the fields are blank in the browser as well, open the form in the client's Forms tab to check the fields were filled in the first place, then contact support.
A long answer overruns its field. Form fields are a fixed size, so a long value can be cut off or spill outside the box when the form is exported. Open the completed form in the inline editor and shorten the value, or set a shorter fixed value on the template.
Still stuck?
Start a chat with us and include:
The client's name.
What you expected to see, and which tab you expected it on.
The state shown on the file card or the tab.
When the file was uploaded, or when the meeting was recorded.
Related articles
How Client View works in Marloo - the client profile and everything it holds.
Upload, find and organise files on a client - uploading, searching and sorting files.
The Overview tab: summary and widgets - what the Overview shows and when it updates.