Reviewer unable to see submissions in Compliance HQ

Please first refer to Submission Not Displaying in Compliance HQ to validate any reports as legitimate bugs. Only proceed once you have confirmed that the content is stuck in Submitted/Pending.

How to troubleshoot and find the stuck content

1. Ask the reviewer to supply you with the most recent “Your Approval Required” email. This will provide you with a list of hubs that have recently submitted content that should be in the Compliance HQ. We will come back to this email later.

2. Login to the environment and Impersonate the reviewer. Navigate to the Compliance HQ.

3. Confirm that the Compliance HQ is not loading content. If the content does not load after 15 seconds, then we can confirm that there is a problem. Proceed with the below troubleshooting steps:

Determine the content type through filtering

1. Open up the Filter panel in the top-right corner.

2. In the Filter panel, you can now start checking Content Types ON or OFF and hitting the Filter button to apply the filters. 

3. Keep going through the list of filters. If the list of content in the queue successfully loads with the applied filters, then we can confirm that the stuck submission is NOT that content type.  

4. For this example, we can see that the Individual Profile content type caused the queue to not load. We can determine that the stuck content is most likely a Profile.

Determine the hub(s) the content is located on

Now that we have determined the type of content that is causing the issue, we need to determine which hub(s) the content is on. Use the “Your Approval Required” email provided by the reviewer to cross-reference the hubs that have recently submitted content.

We can see from the provided email that the following hubs have recently submitted an Individual Profile:

• Michael Wang

• The Pamela Yoon Group

• Lockhart Private Wealth

Since Oskar Rauball does not have any Individual Profiles, we can determine that this hub is most likely not the culprit. 

Check each hub for stuck content

Every hub listed should be checked for stuck content, as there may be more than one hub affected. It will display with a Submitted status.

Michael Wang

TWO profiles stuck in Submitted

Pamela Yoon

NO profiles stuck in submitted.

Lockhart Private Wealth

ONE profile stuck in Submitted.

Escalate and create a Jira ticket

Inform the reviewer that there is some content stuck in a “Submitted” status and let them know that you have escalated this to the team to resolve.

Create a VDAOPS ticket in Jira to have the stuck content released back to a Draft state. Ensure you give the name of an advisor from the respective hub so the team can impersonate them. 

Resubmit the content

Once the content has been reverted, go back to each hub and do a quick overview of the content for any oddities, such as bad code. Once you’ve confirmed that the code is clean, resubmit all submissions for approval.

Ask the reviewer to confirm that they’re able to see their Compliance HQ submissions again.