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Troubleshooting

This page covers the most common issues with The One Legal and their resolution steps.

1. Client organizations are not showing in the policy assignment wizard​

Symptom: When opening the Policy Creation Wizard, the Client Organization dropdown is empty or missing expected clients.

Causes and resolutions:

  1. CRM integration not active — Verify both CRM and Legal are active in your Hub subscription. Navigate to Hub → Billing and confirm both are shown as active.
  2. CRM has no organizations — Confirm you have company records in CRM. Navigate to CRM → Companies and verify clients are listed.
  3. Sync delay — The client list syncs from CRM on session load. Try logging out and back in.
  4. Integration key misconfiguration — Contact support to verify the CRM integration key is configured on the Legal API.

2. Attorney cannot log in (MFA issues)​

Symptom: Attorney enters correct password but MFA code is rejected.

Causes and resolutions:

  1. Time drift on authenticator device — TOTP codes are time-based. If the device clock is more than 30 seconds off, codes will fail. Sync the device time (Settings → Date & Time → Automatic) and try again.
  2. Wrong authenticator account — If the attorney has multiple TOTP entries, verify they are using the one labeled "The One Legal".
  3. Lost TOTP device — Contact your platform administrator. Recovery requires identity verification and MFA reset.
  4. Account locked — After 3 failed attempts, accounts lock for 15 minutes. Wait 15 minutes and try again. If the lockout persists, contact support.

3. Policy stays in "client_review" and client hasn't signed​

Symptom: A policy was sent to the client several days ago but remains in client_review status.

Causes and resolutions:

  1. Client not accessing TheOnePortal — Verify the client contact has a TheOnePortal login and knows how to access it. Send them a direct link to their portal.
  2. Notification email not received — Check if the notification email was delivered. Ask the client to check spam. From the policy detail, click Send Reminder to re-send.
  3. Wrong contact assigned — Check the Acknowledgements tab to confirm the right contact is listed. If wrong, you need to cancel the policy and re-deploy with the correct contact.
  4. Portal SSO failure — If clients report they cannot access TheOnePortal, check TheOnePortal status and ensure PORTAL_SSO_SECRET is configured.

4. Signed document not visible in the Document Vault​

Symptom: A policy shows as published in Client Policies but the signed document doesn't appear in the Vault.

Causes and resolutions:

  1. Vault indexing delay — After signing, vault indexing may take 1–2 minutes. Refresh the Vault page after waiting a moment.
  2. Search filter too narrow — Clear all filters in the Vault and search by the client name specifically.
  3. Azure Key Vault connectivity issue — If the vault shows an error banner, DEK retrieval is failing. Contact support to check Azure Key Vault connectivity.
  4. Wrong document category — Signed policies appear under Client Policies category in the Vault. Ensure you're not filtering to a different category.

5. Matter messages not appearing in real time​

Symptom: You send a message in a matter conversation but the other party doesn't see it without refreshing.

Causes and resolutions:

  1. SignalR disconnected — Check if there's a "Reconnecting..." indicator in the message panel. If so, wait for automatic reconnection.
  2. Browser blocking WebSocket — Real-time delivery requires WebSocket connections. Verify the browser isn't blocking WSS connections (some corporate firewalls block WebSockets).
  3. Multiple tabs open — Having multiple tabs of the same conversation open can cause duplicate messages or delayed delivery. Close extra tabs.
  4. SignalR service degradation — Check status.theonestack.com for any reported SignalR service issues.

Workaround: Messages are delivered reliably even without real-time push — refreshing the page will show all messages. The only degradation is the need to manually refresh.

6. AI policy generation returns generic content​

Symptom: The AI generates a policy that seems overly generic or doesn't reflect your MSP's specifics.

Causes and resolutions:

  1. Insufficient context provided — Go back and add more specific information: jurisdiction, specific service types, client industries, and any special requirements (HIPAA, liability cap amounts, etc.).
  2. Document type too broad — Choose a more specific document type rather than "General". For example, use "Data Processing Agreement" rather than "Privacy Document".
  3. Regenerate with more instructions — Add specific clause requirements in the Special Requirements field: "Include a limitation of liability capped at 12 months of fees", "Include a 30-day cure period for material breach", etc.
  4. Attorney refinement needed — AI provides a starting draft. Submit it to your attorney with inline comments on what needs customization — attorney edits will make it specific to your practice.

7. Contract review is showing as "pending" for more than 3 days​

Symptom: You submitted a contract for attorney review but it remains in pending status.

Causes and resolutions:

  1. Attorney hasn't claimed it — Your attorney may not have seen the notification. Send them a message in the matter conversation or contact them directly.
  2. Notification email not delivered — Ask your attorney to check their email and spam folder.
  3. Attorney account issue — Log in to the Attorney Portal and verify the review appears in the attorney's queue under Reviews. If it doesn't appear, contact support.
  4. Urgent reviews: If the review is time-sensitive, open a new matter with type general and urgency urgent, and attach the contract there — this may get faster attention.

8. E-signature completion notification not received​

Symptom: A client signed a policy but you didn't receive the notification.

Causes and resolutions:

  1. Notification email in spam — Check your spam folder for an email from [email protected].
  2. In-app notification — Check the bell icon in the Legal portal for unread notifications.
  3. Policy status check — Navigate to Policies → Client Policies and check the status directly — it updates in real time even if notifications fail.
  4. Notification settings — Navigate to Settings in the Legal portal and verify email notifications are enabled for "Policy signed".

9. Retainer payout shows as "failed"​

Symptom: The Payout History tab shows a failed payout for the prior month.

Causes and resolutions:

  1. Stripe not configured for attorney — Your attorney needs to complete Stripe Connect onboarding. Ask them to navigate to their profile in the Attorney Portal and complete the Stripe setup.
  2. Payment method issue — Verify your MSP's payment method in Hub → Billing is valid and not expired.
  3. Bank account issue — The attorney's connected bank account may have been closed or changed. Ask the attorney to update their Stripe Connect bank account.
  4. Automatic retry — The platform retries failed payouts automatically. If the retry also fails, both you and the attorney receive an email with instructions.

10. Compliance score shows incorrect percentage​

Symptom: The compliance score for a client appears wrong — either too low or not updating after a policy is signed.

Causes and resolutions:

  1. Score cache not updated — Compliance scores update within 5 minutes of a policy acknowledgement. Refresh the Compliance Dashboard after waiting a few minutes.
  2. Excluded policy types — The score calculation only includes policies with acknowledgement set to "Required". Informational policies (no acknowledgement required) are excluded from the score.
  3. Archived policies counted — Archived and superseded policies are excluded from the score calculation. If a policy was archived, it no longer affects the score.
  4. Multiple required contacts — If a policy requires multiple contacts to sign, the score does not update until all required contacts have signed.

When to Contact Support​

Self-resolve the issues above. Contact support at [email protected] for:

  • Azure Key Vault connectivity failures (vault documents inaccessible)
  • Missing integration keys between products
  • Account recovery (lost MFA device)
  • Payout failures after self-service steps fail
  • Data integrity concerns (missing documents or lost acknowledgement records)
  • Billing discrepancies

When contacting support, include:

  • Your organization name and Hub org ID
  • The specific error message or behavior observed
  • Steps you've already tried
  • Approximate time when the issue first occurred