A document will not download

Documents in MobilityManager, such as expense receipts (Belege), damage-case files, or vehicle attachments, are served through the shared Document module. When a download or preview fails, the reason is usually a missing company context, a permission gap, a licensing issue, or a document that no longer exists. This article helps you narrow it down.

Symptom

Clicking to open or download a document does nothing, or returns an error. Depending on the cause you may see a message referencing tenant context, an access-denied response, a "document not found" message, or a "not available in your current license" message.

Cause and resolution

1. No active company context

Document operations require an active company (tenant) context. If you opened a document link in a fresh tab, resumed after your session expired, or your context was lost, the request is rejected with a tenant-context error. Fix it by returning to the app, confirming you are inside the correct company, and retrying. If needed, sign out and back in to re-establish the context.

2. You lack the document permission

Viewing or downloading a document requires the documents:view permission; uploading or deleting requires documents:manage. If your role does not include it, the download is denied. The Driver role, for example, does not include document access. Ask an administrator to assign a role that grants document viewing. If you specifically see an access-denied response on a document you should be able to reach, it may be restricted at the record level; confirm the document belongs to your company.

3. The Document module is not licensed

The shared Document module is gated by your license. If it is not enabled, or the license has expired, document endpoints return The DocumentModule module is not available in your current license. A SystemAdmin needs to enable or renew the license. See the related article on missing modules.

4. The document no longer exists

If you see a Document not found message, the file may have been deleted or the link may point to an ID that is no longer valid. Return to the record it was attached to (for example the expense or damage case) and open the current list of attachments.

Checklist

1. Confirm you are signed in and inside the correct company.
2. Confirm your role includes document viewing.
3. Confirm the Document module is enabled in your license and the license is valid.
4. Reopen the document from its parent record rather than from an old link or bookmark.
5. Try a hard refresh or a different supported browser to rule out a stale tab or blocking extension.

Tip: If an error message includes a trace ID, note it before retrying. It lets support find the exact failed request. See the related article on trace IDs.

Related

• I do not see a module that should be available
• "Access Denied": understanding permissions and roles
• Understanding trace IDs in error messages
• Slow loading and performance tips