Issue:
- When clicking on an Internal Message from the Firm Feed, the following error message is displayed: "This thread failed to load or was not found. Try refreshing the page or email us at support@clio.com if the issue persists"
- Can't click to open a Internal Message from the Firm Feed
- Can't click to open a Secure Message from the Firm Feed
Environment:
- Clio Manage
- Internal Messages
Additional Information:
-
Internal Messages were formerly called Secure Messages in North America
-
Internal Messages are still called Secure Messages in EMEA
Cause:
The Internal Message is not connected to a Matter. Internal Messages that are sent that have not been attached to a Matter will only be visible to the sender and receiver(s).
Resolution:
The Clio User who sent the Internal Message, needs to assign a Matter to the Internal Message. The steps to do so are detailed here: How To Assign a Matter To a Internal Message I Received