Answers About Our Financial Advisor Websites, Enewsletters, Videos & Social Media Tools
How much storage does each client have in the Client Vault?
The storage amount for each client can be set by the advisor when each client vault is created, unless performing a bulk client creation.
When using bulk client creation, all clients will share the available Vault storage space (which is 2000 MB with performance reporting capabilities, and 3000 MB if it does include performance reporting capabilities.)
Who is liable if someone hacks into our Vault? What happens if an account is compromised?
In the contract you signed with Advisor Products when purchasing the Vault, the topic of liability is addressed, outlining the responsibility and role of Advisor Products. We recommend reviewing that information and contacting us if you have any further questions.
In the event of a system breach, we will notify you and, with your assistance send the proper notification to your clients. We will also notify the appropriate authorities, if required. We recommend that you contact your legal advisor and determine what precautions and contingency plans need to be in place for your clients’ records.
How do I create clients in bulk?
While logged in as the Advisor Admin account, you can create clients in bulk through Manage Clients > Bulk Client Creation. Download and save a local copy of the Excel template to your computer. Following the instructions on the first sheet in the file, enter up to 150 new clients into the BulkClient sheet. After the file has been populated with the account information for your clients, select the Excel file in the Bulk Client Creation screen to upload it to our server. All bulk client uploads are processed overnight and e-mail notification is sent to the Advisor Admin letting them know of all successful client creations. In the case of any errors, you will be notified and the accounts may not have been created. Please address the errors and re-upload a new bulk client Excel file to be processed or contact Advisor Products for assistance.
Why were my clients not created using Bulk Client Creation?
If the Excel file was uploaded on the same day, please wait until overnight for the file to be processed and an e-mail notification will be delivered to the Advisor Admin account. Other possible reasons why a client may not be created using the Bulk Client Creation are the following: 1) The Advisor Field must be populated with the Advisor's username. If the AdvisorVault cannot find a valid Advisor account based on the provided username, it will not be able to create and associate the new client account. 2) Required fields were not populated. Not all fields are required but information like the client's E-mail address must be included. 3) Special characters were used in the new client's username.
What is the Investments directory in my Template Folder Structure?
The Investments directory is a special reserved folder used by the AdvisorVault for our Performance Reporting module. If you have not added the Performance Reporting module to your Vault, the Investments directory may be deleted from the Template Folder structure similar to deleting any other folders under Modify Template Folders. We have recently added the ability to remove the Investments directory from your Template Folder structure as well as from all client's Vaults if it is not being used. Please contact us at firstname.lastname@example.org for assistance. If the Performance Reporting module has been enabled for your Vault, this folder cannot be deleted and must remain including its two sub folders (Portfolio and Portfolio_XML_Reports). Any PDF reports uploaded using this module must be placed within the folder Portfolio or a respective sub folder. All XML reports will automatically be placed within the client's Vault under Portfolio_XML_Reports.
What is the Portfolio_XML_Reports directory?
The Portfolio_XML_Reports directory is used by our Performance Reporting Module. Any XML dynamic reports uploaded to the Vault will utilize this directory in each respective client's Vault to store their account information and reports. The directory is not visible to the client as the data stored is instead displayed as graphs and charts under Portfolio Reports.
How do I customize a client's Vault directory structure?
After a client Vault has been created using the Template Folder structure, it can be customized independently from the Template Folder and any other client Vaults. Simply find the respective client's Vault under Documents and the Advisor's username that it is associated with. All client Vaults will be listed by their username. Any directories added or removed will only apply to that individual client's Vault. For this reason since all clients may have unique and customized Vault folder structures, it is not possible to remove a folder in bulk. As a precaution, when creating clients using the Template Folder structure, make sure it has been reviewed and finalized first.
Can I add a global e-mail address to be used for e-mail archiving purposes?
Yes, please contact Advisor Products with the e-mail address that you would like to use. We will add it to your Vault so that any non-password e-mails will CC the address provided which can be used for archival purposes.
What is common practice for setting up the Advisor / Client Relationship?
The AdvisorVault is programmed around a one to one relationship between Advisor and Client accounts. Each client must be assigned to an Advisor when created but this relationship can be reassigned at a later time. This was primarily built upon a system where each Advisor within a firm works with their own individual groups of clients. In this scenario, each Advisor can be created with their own account and clients will be assigned respectively. If however clients do not have assigned Advisors and instead work from a pool of Advisors from your firm, it is recommended to create a single Advisor account on behalf of the firm. All clients can then be assigned to that Advisor which all Advisors would access. This is a very important step when setting up and configuring your Vault so please feel free to contact us at Advisor Products to discuss this further.
Can a client Vault be associated with multiple e-mail addresses for couples or families?
Each client Vault can only include a single e-mail address for security purposes. If additional e-mail addresses need to be configured for notifications, we recommend setting up a distribution list, or an e-mail address that can forward any e-mails from the Vault to additional addresses that you want to use.
Are there typical naming conventions that we can use for our client usernames?
When creating new client accounts, you will need to determine a naming convention that can be used so that each account is recognizable and easy for your client to use. Some typical conventions used as follows: Full Name: John Smith jsmith johnsmith johns Naming Restrictions: Any special characters except underscore( _ ) cannot be used. The period or space character cannot be used. The username cannot begin or end with an underscore ( _ ) .
Are there restrictions on file types (.mp3, .doc, .xls, etc.) that can be uploaded?
All file types can be uploaded to the Vault as long as it is less than approximately 25mb in side. If there are issues opening files directly from the Vault, you can also compress and Zip the file before uploading. When uploading .mp3 or video files, please always zip before uploading. A known issue exists between Internet Explorer and Windows Media Player causing certain audio and video files to not play correctly unless saved locally first.
Pressing Upload Reports in the Left Navigation returns message "This feature is not available"
The Upload Reports functionality is included only in the Performance Reporting module for the AdvisorVault. This module allows your firm to bulk upload PDF reports and dynamic XML account information based on a Client Mapping list created during each first upload of client files. After uploading report files when this module was purchased, each account uploaded can be mapped to one or more client accounts in the AdvisorVault and subsequent uploads will automatically distribute these files to the corresponding Vaults. If this module was not purchased, documents and reports can be uploaded manually to each client's Vault using the Documents link in the left navigation. Each client's vault directory will be found under their respective Advisor folder.
Can I send a New Client welcome e-mail at a later time?
If the automatic e-mail action for Client Creation is enabled, then you will be prompted with your associated e-mail template when manually creating a client Vault. Options to Send, Save As and Send Later are displayed. If Send Later is chosen, you can send these welcome e-mails under Manage Clients and Send Invitation E-mails in the top right corner of the screen.
Additionally if clients are created in bulk using the Bulk Client Creation functionality, all clients will not be automatically sent. Instead the welcome e-mails will be listed under Send Invitation E-mails for each client Vault.
Are general instructions available to send to clients that are having trouble logging in?
The following instructions can be tweaked and provided to your clients.
1. Log in with your username and password.
2. If you cannot remember your password, press Forgot Password on the login screen.
3. If you cannot remember the security question and answer for the Forgot Password functionality, you will need to contact us in order to reset your password.
4. For further issues, please see the Having Trouble Logging In link on your AdvisorVault login page.
How should I welcome my clients into the Vault and how can I follow up to see if they've successfully logged in?
Instead of welcoming all of your clients together in a bulk welcome, we recommend breaking it down into smaller batches particularly when you are working with your client over the phone or in person. This way you can walk them through any issues they may face and also make sure they were able to log in with the temporary password which is valid for only 24 hours.
After your client has been sent the initial welcome e-mail, if they did not successfully log in before the 24 hour expiration of their temporary password, you can reset their password under Manage Clients in the left navigation of the Vault. This will send another e-mail using the "Client Password Reset" e-mail action with a different temporary password.
In order to check if your clients have successfully logged in, you can find this information under Login Count and Last Login Date under Manage Clients.
Why am I unable to open my uploaded PDF file? Error: File does not begin with '%PDF-'
Check the size of the PDF file uploaded. If larger than 5mb, try to reduce the size by lowering the quality of images in the file or separating it into multiple PDF files. If the file was created using a scanner, there may be an option to reduce the file size upon creation. After lowering the file size, upload to the AdvisorVault and see if the error persists.
In PortfolioCenter while using the Enhanced Reports, the exported files do not follow the naming convention compatible with the AdvisorVault. How do I fix this?
When these new reports are exported, the naming convention they follow is as follows: Lastname, Firstname_AccountNumber_Date.pdf (as opposed to the old format: “AccountNumber_Date.pdf” which is compatible with the vault) So when these files are uploaded to the vault, they are not recognized as being mapped and also due to the ‘comma’ in the lastname, firsname these cannot be mapped as well! The naming convention can be reset to the old one by checking a radio button which does not include the lastname, firstname. This should export the files using the regular naming convention compatible with the AdvisorVault.
Downloading pdfs in IE9 leads to blank screen?
Any/all HTTPS pages and data downloads are blocked when the Internet Options/Advanced option, "Do not save encrypted pages to disk" is selected. This option is set by default during the IE9 installation. The AdvisorVault is a secure site(https) and hence the pdfs fail to download/open when this option is selected. To prevent this go to the 'tools' tab on your IE9 browser. Then go to 'Internet Options' -> 'Advanced' tab and under the security settings uncheck the option "Do not save encrypted pages to disk" and save the setting.
How does the AdvisorVault handle account logins through the browser?
In the scenario you are trying to log in as two different accounts at once for testing purposes: The AdvisorVault utilizes sessions and cookies when handling account logins. When using Internet Explorer, we recommend explicitly logging out of your account before accessing another account otherwise the sessions will override one another and you may see unexpected behavior in the different windows. The AdvisorVault was not meant to handle more than one login at a time as advisors and clients will typically only have one account to log in with. Only when all browser windows are closed will Internet Explorer terminate the session so this is why if you log into two different accounts, the first window will suddenly begin showing the latter account’s content. If you are looking to test functionality or work in two accounts at the same time, try opening a different browser like Google Chrome or Firefox and log in so the sessions do not conflict within the browser. Some functionality like Upload Multiple Documents may not work in Chrome and Firefox but you should be able to do basic navigation and functions if needed.
How do I make the client AdvisorVault Home page display the portfolio reports I uploaded for them?
Home page for clients can be set to Investments/Portfolio folder in the client's document library
An option was added to the Advisor Admin backoffice that sets the Investments/Portfolio folder as the home page for client's when they log in. This makes it easier for clients to find their portfolio reports. > To enable this feature: Log in to AdvisorVault as an Advisor Admin, click on Edit Profile , then click on Configure Home Page For Clients. Select the radio button next to Documents-Investments/Portfolio folder and click Update. When clients log in, their Investments/Portfolio folder will be displayed by default. Additionally a shortcut can be added to your client's navigation by checking and adding a link for "Display a left menu button that links to Investments/Portfolio". This will add a convenient button for all of your clients to click that will bring them directly into the Portfolio directory.
Is there a default Session Timeout time due to inactivity?
The AdvisorVault will automatically timeout and log an account out if 2 hours of inactivity have passed. This is a global setting and cannot be changed.
How do I create new E-mail Templates?
By default, AdvisorVault comes with e-mail templates that will automatically be used when certain events trigger. This includes welcoming new clients, passwords being reset and even when files are uploaded. These e-mail templates can be easily changed to match your branding and language by reviewing them under the E-mail Templates link in the left navigation when logged in as an AdvisorAdmin account.
Editing a default template will automatically create a new template with -Customized to prevent overwriting the original e-mail content. Then in order to make sure they are associated with the event, make sure to configure this under the Automatic E-mails tab.
How do I make it easier for my clients to find their uploaded PDF Performance Report files?
By default, uploaded PDF reports using the bulk Upload Reports functionality in the vault will place files in your client's vault under the Investments/Portfolio folder. To help clients find this folder, a button can be added to the client's vault by logging in as the AdvisorAdmin account and configuring the Home Page for clients under Edit Profile.
A new option has been added allowing you to Display a left menu button that links to Investments/Portfolio. Clicking the checkbox allows you to edit the name of the button at the end of the option. Clients will then see a button below Portfolio Reports and before My Documents with the name provided that takes them directly to their PDF reports.
How do I stop clients from uploading documents to AdvisorVault?
There is a "Manage Permissions" page in the Advisor Admin backoffice that provides that control. The control works globally so all clients will not be able to upload documents. There is also another control on that page that covers professional's uploading of documents.
To access this feature:
-Log in as Advisor Admin
-Click "Edit Profile" button in the left menu
-Click the "Manage Permissions" link on the upper right
-Click on the "Can only view files" checkbox
The application of the new permissions could take some time as all the client folders and files have to be updated.
Once this operation completes, all clients will no longer see the upload button in their document vaults and they will also no longer be able to delete files or manage the permissions of the files.
NOTE: After the checkbox is checked and saved, if the checkbox is then subsequently unchecked and saved again, then clients will be given the normal permissions that they would have after being created. Any modifications to permissions made after that client was created and prior to setting them to "view only" will not reinstated.
I am using XML portfolio reporting in AdvisorVault, how do I hide some of the reports?
For firms using the Portfolio Reporting option and uploading Portfolio Center AWC or Advent XML report data, the advisor admin can select which HTML reports are shown to their clients.
To use this feature:
1) Log in as the advisor admin
2) Select Edit Profile
3) Click the Manage XML Reports link
4) Uncheck the reports that are not to be displayed
5) Click Submit
How can I stop clients from creating professional accounts?
You can hide the Manage Professionals button in client vaults on the Permission Options page in the Advisor Admin website.
1) Log in as an Advisor Admin
2) Go to "Edit Profile" in left menu
3) Click the "Permissions Options" link on the upper right
4) Uncheck the box next to "Clients can create/manage/view professionals" 5) Click the "Update" button to save the settings.
How can I block clients from editing their profile information?
You can hide the "Edit Profile" button in client vaults on the "Permissions Options" page in the advisor admin backoffice.
1) Log in to AdvisorVault as an advisor admin.
2) Go to "Edit Profile" via the button in the left menu.
3) Click on "Permission Options" link in the upper right.
4) Uncheck the box next to "Can edit profile" under Client User Permissions.
5) Click the "Update" button.
How do I let my clients see their Albridge portfolio reports in AdvisorVault?
AdvisorVault allows clients to view and save their Albridge PDF portfolio reports. AdvisorVault downloads the reports as requested by the client. Currently AdvisorVault supports reporting on the default combined account portfolio as well as custom portfolios set up by the advisor. AdvisorVault supports this feature via a webservice based connection with Albridge Portfolio Reporting so once it is set up there is no need to upload data. If you are using Albridge and want to enable this option contact email@example.com to get this functionality turned on. You will have to contact your Broker/Dealer or Albridge provider to get a ParnterUserId that is used to identify and authenticate your account in Albridge.
What types of files can I bulk upload using Upload Reports in AdvisorVault?
AdvisorVault Portfolio Reporting bulk upload can accept the following types of files:
Adobe Acrobat PDF ( .pdf )
Word ( .doc , .docx )
Excel ( .xls , .xlsx )
Powerpoint ( .ppt , .pptx )
Comma Separated Values - CSV ( .csv )
Text ( .txt )
AVDC: .tmp File Created When Drag and Dropping from AVDC
When downloading files from your AdvisorVault to your local computer, make sure the files are not being transferred to a network drive as this may cause issues. Instead download the files to your desktop or a local directory first and then copy them to your network folder.
How can I resend my Welcome e-mail to a client that did not receive the initial e-mail?
If you would like to resend a Welcome e-mail to your client, you will need to reset their password first. By default this will use the Client Password Reset e-mail template but this can be configured to send a Welcome E-mail instead.
1) Under E-mail Templates, copy the HTML contents of your New Client Welcome e-mail template
2) Find your e-mail template for the Client Password Reset event
3) Customize a new Client Password Reset e-mail with the contents of the New Client Welcome
4) Set the template to be used for the Client Password Reset event to the above new template
5) Under Manage Clients, reset the client’s password which will now send the customized New Client Welcome instead of the generic password reset template
6) Reset the e-mail template for Client Password Reset back to your previous configuration
How do I update a client vault username?
How do I update a client vault username? (0 out of 0 people found this answer useful)
1) Usernames in AdvisorVault once created cannot be changed. In order to change a client’s username, a new account will need to be created and all client information will need to be migrated manually.
2) To begin, create a new client account with the updated username using “Manage Clients” in the left navigation. When selecting the Template Folder structure, make sure the same was used for the original account and make note of any custom changes that were done. Once created, send the welcome e-mail so the client may log in and create a new permanent password
3) Migrate any files and documents from the original account to the new account.
3.a If professional accounts are associated with the original account, the professional should be associated with the new account as well. This will automatically create the Professional’s directory for the client. In case a professional was granted permission to any other folders, these will need to be updated on the new account as well.
3.b If folders were changed, create and delete any folders as needed to match the original account.
3.c Any files excluding XML reports in the Investments"Portfolio_XML_Reports directory need to be manually moved including any automatically distributed PDF or report files.
3.c.i If a large amount of files need to be moved, this can be expedited using AVDC (AdvisorVault Desktop Connector). This can be downloaded from AdvisorVault when logged in as an Admin account. For assistance in this process, reach out to the Advisor Products service team at firstname.lastname@example.org.
3.c.ii If manually migrating files, choose not to send the e-mail notification when file uploads are complete.
3.d If the automated Portfolio Reporting module is used, any client mappings to the original account will need to be added to the new account.
3.d.1 Click on Upload Reports in the left navigation and select Mapped Accounts.
3.d.ii Record all Account Numbers that are associated with the original account.
3.d.iii During the next upload of Report Files or XML files, find the above mapped accounts and add the new client account to the list of mapped accounts.
After the client has successfully logged into the new account and all files have been migrated, you may delete or disab
What naming convention is used for bulk uploading of reports in AdvisorVault
When uploading report files using AdvisorVault Portfolio Reporting bulk upload the individual report files must be named using the following pattern:
[Uunique Identifier]_[Name of file].[File extension]
For example: JSmith0001_3Q2012PortfolioReport.pdf
A description of each part of the pattern is described below:
[Unique Identifier] This is usually an account number, but can be any unique identifier that can be used to associate this report to a particular client vault for distribution. The characters are restricted to Alpha-Numeric, space or dash characters but spaces are not allowed at the end of the unique identifier.
An underscore is used to separate the [Account or unique identifier] from the rest of the file name.
[Name of file]
Any file name. For example 3Q2012-PortfolioReport .
Identifies the type of file that is being uploaded ( .pdf, .doc, .docx, .xls, .xlsx,. ppt,. pptx, .csv, .txt)
The report files can be uploaded either via the AdvisorVault website or via SFTP( secure FTP) directly to the AdvisorVault servers. The report files can also be compressed into a single ZIP file so that uploading the file will take less time.
Please note that reports for each client must be in a seperate file. Some portfolio reporting systems output a single report file containing all the clients' reports. Though AdvisorVault cannot seperate those reports during the bulk upload process, third party software is available that can seperate aggregate report files into individual client report files for upload to AdvisorVault.
How do I hide the "Investments" directory from client's view?
The AdvisorVault has been updated with the October 26th, 2012 patch for firm's using portfolio reporting to now allow hiding of the entire Investments folder. Prior to this update, if a firm was using XML reporting, the Investments folder could not be hidden or deleted as it is a required system folder. This can be configured by logging in as an administrator and under Edit Profile > Permission Options, there is an option to "Hide investment folder". This will hide the Investments folder along with any sub-folders for client’s to see.
If only the base AdvisorVault was installed without portfolio reporting, this directory can be deleted from the Modify Template Folders screen before a client's vault is created.
How do I hide directories when batch uploading files through the Portfolio Reporting module?
The AdvisorVault has been updated with the October 26th, 2012 patch allowing administrators to limit the folders that are displayed when browsing to upload bulk reports. This is useful for firms that typically only upload to a limited set of folders. While logged in as an administrator, find the "Modify Template Folders" link and then "Configure folders for batch reporting bulk upload". Unchecked folders on this screen will no longer show in the select folder dialog when batch uploading files.
How do I update my firm's logo graphic in the AdvisorVault?
Prior to the October 26th, 2012 patch of the AdvisorVault, Vault logo files were restricted to less than 320x80 pixels in dimension. This can now be customized to allow larger graphic files. Please contact email@example.com for assistance providing the new logo file that you would like to use.
What e-mail address is used when e-mail notifications are sent from the AdvisorVault?
Prior to the October 26th, 2012 patch of the AdvisorVault, e-mails would use the "From Address" populated in the Configuration tab of the E-mail Templates page.
The AdvisorVault can now be customized to use the currently logged in user's e-mail address when sending notification e-mails instead of the general firm's "from" e-mail address. For assistance with this configuration, please e-mail firstname.lastname@example.org.
Why can't I log into my AdvisorVault?
Please see if the following troubleshooting steps assist in logging into your AdvisorVault.
1) Login Credentials: Are you able to log in on a different computer or device? If so, are the login credentials saved on the other machine? The login credentials being used may be incorrect and will need to be retrieved from the machine that is working or the password can be reset for the account.
2) Locked: After multiple failed attempts to log in to an account, the account may have been locked. Advisor and Client accounts can be unlocked by the Administrator account. If an administrator account has become locked, please contact Advisor Products.
3) URL: The AdvisorVault login URL always begins with https://apiav.com and when loaded should have a copy of your firm's logo at the top of the page. If the logo is missing, try loading your AdvisorVault from your website if a direct link is available.
4) Test Account: If the above have been checked, try logging into the AdvisorVault with a test client account to confirm if it is the device or a specific account that is not working.
Please e-mail email@example.com with the results of the above tests if there is still an issue.
Can I send an e-mail to all of my clients?
By default there is no way to send an e-mail blast to all clients as the AdvisorVault was meant to be more of a document management system rather than an e-mail blast system. There is however a workaround if you do not have a system in place to reach out to all of your clients.
All clients will be sent an e-mail if a file is uploaded to the Shared_Documents directory. In order to take advantage of this, you could upload a file to the Shared_Documents directory and customize the e-mail with an announcement or other details that you wanted to share. Since you will need to upload a file to trigger this e-mail event, you will want to delete the file shortly after the upload is completed and the e-mail is sent.
This can be tested by tweaking the Advisor File Upload e-mail template and sending a test client an e-mail to make sure it is formatted correctly but please make sure you revert any tests to e-mail templates as not to accidentally send when you do not mean to.
My client is having trouble logging in with their password, how can I help them?
If your client cannot get logged in, review the following troubleshooting steps:
Client Cannot Log In
Ask the client for their password over the phone and try to log in with their account. If the password works, there may be user error with the client entering the password incorrectly or an issue with the browser.
Client Cannot Set Permanent Password
If a client is having trouble setting a permanent password, ask they forward a copy of the temporary password so you can try logging in and setting a password for them.
Setting a Permanent Password for your Client
If the client is frustrated, you can walk through the process for them. Set their account e-mail address to yourself and send yourself a temporary password. Ask the client what they would like to set the password to be over the phone. Once confirmed the password has been set, make sure you are able to log in and out of the account. Change the client's e-mail address back and confirm if the client is able to log in.
How can I move a file from one folder to another?
Administrator and Advisor accounts have access to the AdvisorVault Desktop Connector (AVDC) which can be downloaded once logged into the AdvisorVault. After installing and logging in to AVDC, you can drag and drop a file from one location to another. Please use caution when dropping files and making sure it is placed in the correct folder. Files that are internally copied will not trigger an e-mail notification to be sent to your clients.
The ADVC only copies files between folders so the original file will need to be manually deleted if it is no longer needed.
Can AdvisorVault's colors be changed to match my logo and branding
AdvisorVault can now be customized with your brand’s primary color instead of the default red color. TH buttons and header accents in AdvisorVault can be matched to the colors in your firm's logo. AdvisorVault administrators can request more information by contacting Toni Russo from our marketing department at firstname.lastname@example.org Or calling 516-333-0066 x224.
AdvisorVault keeps logging me out since I upgraded to Internet Explorer 10
The AdvisorVault experiences erratic behavior when used with Internet Explorer 10 causing users to be randomly logged out during normal operations as well as some functionality simply not working.
In order to alleviate some of the symptoms you may be seeing, please add the vault URL, apiav.com to your list of sites loaded in Compatibility view. This can be done through the browser under Tools > Compatibility View Settings, then add the URL apiav.com to the list and save.
The browser may need to be restarted to take effect. If symptoms persist, contact us at email@example.com.
Client Login Takes Long Time To Load
If some clients are finding the Vault slow to load upon logging in, check if the clients home page is set to the Unread Files list. This can be changed for all clients by logging in as an Admin account and clicking Edit Profile, then Configure Home Page for Clients.
The amount of time needed for a client to log in can be increased if they have a lot of unread documents in their list. Instead, this can be changed to a different option like the Documents Folder and if the client wants to see their unread files, they can click the shortcut in the left navigation after they've logged in.
Printing XML Performance Reports Loses Color in Key, Only Shows Empty Boxes In Internet Explorer
In Internet Explorer, there is an option under File > Page Setup. If you do not have the File menu bar at the top of your browser, try pressing Alt, this should show the menu.
On Page Setup, there should be a checkbox for “Print Background Colors and Images”. Please check this box, it seems to be off by default. You may need to fully restart your browser for it to take effect.
AdvisorVault Login Invalid, Only Works Through Website BackOffice
The Website BackOffice login and the AdvisorVault administrator logins share the same username but the passwords are stored independently. When logging in as the administrator for the Website BackOffice, we allow you to single sign on into your Vault without needing the Vault's administrator password.
In order to allow directly logging into the AdvisorVault, please log into the Vault through the Website BackOffice. Once logged in as your administrator account, click on Edit Profile and click on Change Password. You should be able to set it to your Website BackOffice password but keep in mind if that password is ever changed, it will need to be changed for the Vault as well.
Error Creating New Clients
If creating a new client is throwing an error and does not complete, check the Documents folder to see if the client's folder was created.
If it was, were any of its sub-folders created? If only some were created, compare the folder names to the Vault's Template Folder to confirm which folder it got stuck on. Please remove any special characters as well as any spaces at the beginning or end of the folder name.
Also make sure that when attempting to create a new client again that if the client's folder was created under the Documents page, it will need to be removed as the username cannot be used again until it is removed.
How do I add disclosure text to the bottom of my Vault
In your Vault, the footer can be updated with a text disclosure or also a link to your website.
While logged in as an administrator, click on Edit Profile in the left. From here there is an option for Firm Disclosure which will be added to the footer of all pages when a client is logged in.
An example of HTML code that can be used here:
<span style="font-size: 10px;">Welcome to the Vault. This is my disclosure <a href="http://www.advisorproducts.com">Link</a>.</span>
The message that clients will see is the following:
Welcome to the Vault. This is my disclosure Link.
You can change the hyperlink from http://www.advisorproducts.com to your website or directly to a file that you’d like to include.
Bulk Uploading Report Files - Process Queue - Waiting to be Distributed
For firms using AdvisorVault with the additional performance reporting module, bulk uploading report files as a zip (with 10+ files) will be processed in queue with other performance reports uploaded by other advisors on our multiple processing servers.
An error message will be displayed if an attempt to upload a second batch of report files is triggered before the first batch is complete. Report files are given a priority on our servers to be processed and typically are processed within an hour of upload but some circumstances may occur where it takes longer.
If an urgent batch report file upload needs to be processed, you can upload a batch of files with up to 9 files that should process immediately.
How do I grant permission for a Professional to see a file or folder for a client?
Professional accounts by default when associated to a client account will only have access to files within the Professional folder as created by the Professional's account configuration. Files uploaded to the Professional's folder will trigger e-mail notifications to the Professional.
If the Professional account needs access to an existing client's folder or files, permission can be manually added with the following steps.
1) Log in to the AdvisorVault with an administrator account
2) Navigate to the folder or files that you'd like to grant the Professional access to through the Documents page
3) If granting access to individual files, hover over the file name, and click the down arrow to the right of the file name. Select Manage Permissions. If instead you want to grant access to an entire folder, you will need to be in the parent folder where you can see the target folder in the Documents view. Hover over the folder name, click the down arrow to the right of the file name. Again, select Manage Permissions.
4) If the Professional account is not in the list of users on this page, click on New and then Add User. This will allow you to add permissions to an existing user's account.
5) Select the Professional's account in the user list and under Give Permission, click on either TPV or View depending on if you want the Professional to only view and download files or to be able to upload here as well.
6) Click on Add to add this permission
Now when the Professional logs in, they should have access to the file / folders that they are now granted access to. Be careful when granting permission to Professionals to folders as all sub-folders and files will be granted access as well.
How do I direct users to my website to access the Vault instead of the default Vault login page?
If you have a website, you can configure your Vault e-mail templates to direct users to your website or account access page instead of the Vault login page.
This can be done by logging in as an administrator and clicking Edit Profile in the left navigation.
The field "Custom Vault Url" can be filled in with your website's full URL. For example, setting it to http://www.advisorproducts.com allows any e-mails including the New Client Welcome e-mail to direct users to www.advisorproducts.com. Keep in mind if this approach is used, additional instructions should be included in the e-mail template to let users know how to find the login page from your website home page.
Editing and formatting E-Mail Templates
To edit an email template click on Email Templates button on the left in the Advisor Admin backoffice. Select the template you would like to edit from the list.
When editing an e-mail template do not directly cut and paste from a word document or other source that will embed formatting in the text.
To clean up the text before putting it in the e-mail template editor. Open Notepad ( or another text only editor), copy the text from word ( or other formatted source) to Notepad, then copy and paste to the e-mail template editor.
If you are editing an already existing template, then copy the entire template email and edit it in Notepad. Then delete the text in the e-mail template editor and paste the text from Notepad. Add any desired formatting in the e-mail template editor and then save the change.
Test the email after saving the template to verify that it looks the way you want it to.
How do I extend the temporary password expiration period to more than 24 hours?
The temporary password expiration period can be set to up to 72 hours.
Though this is not recommended by Advisor Products for security reasons some advisors have asked to extend the temporary password expiration period.
To extend the expiration period do the following:
- Log-in as Advisor Admin and click on Edit Profile.
- Check the Change "Password Expiration Duration" checkbox and fill in the number of hours ( up to 72 )
- Click Update to save your settings Once you have changed the settings please remember to update the email template for the Welcome message and Password Reset message to reflect the updated expiration period.
What are the security features of the Vault? How can we assure our clients it is secure?
AdvisorVault and the facility and processes of the facility where it is hosted have security and redundancy aspects built-in. Basic knowledge of information technology is assumed.
AdvisorVault is hosted at a private data center facility with the attributes listed below:
* SAS 70 Type II compliant data center (see http://www.sas70.com/about.htm for more information on SAS 70).
* On site data center staffed 24/7
* Power redundancy – Redundant Feeds + Redundant UPS + Diesel Generators
* Internal and external video surveillance
* Biometrics fingerprint scan required for physical access
* Photo Identification required to enter premises
* All work is under video surveillance and requires escort
The security attributes of the network on which AdvisorVault resides are listed below:
* Dual Redundant firewalls with web, authentication and database servers in isolated subnetse
* 24/7 application monitoring
* Daily backups with Offsite storage
System Security The security attributes of the systems on which AdvisorVault resides are listed below:
* Web servers utilize SSL 256-bit encryption for all activities ( login, vault user interfaces, upload and download)
* Uploaded files are encrypted
* Files are only decrypted when delivered to the end user
Fault Tolerance and Backup
The fault tolerance attributes of the systems on which AdvisorVault resides are listed below:
* Load balanced dual web servers.
* Database server is replicated to backup database server in real time.
* Redundant firewalls and switches.
* Daily backups to tape with offsite storage.
How do I resend a "Welcome" email to a client ?
You can resend the "Welcome" email to a client so they can get a new temporary password.
- Click on Manage Clients
- Select the client and click on edit
- Check the Resend Welcome E-mail check box
- Click Update
How do I allow Professionals to see the shared documents folder?
To allow a "Professional" user of your firm's vault to see documents in the Shared Document folder do the following:
- Log in as Advisor Admin
- Click on Documents
- Pull down the action list next to the Shared Document folder and select Manage Permissions
- Click New->Add User in the header of the list of users
- In Add Users select the professional you want to give the permission to, and in give permission click view
- Click the Add button at the bottom of the page
How do I provide a file to all clients?
Files can be uploaded to the Shared_Documents directory under Documents in the left navigation when logged in. All clients will have access to this directory and only a single copy of each file will be saved. E-mail notification will be triggered if the Advisor File Upload automatic e-mail action is enabled. If the e-mail is configured to send, all clients will be notified. Typically this directory can be used for forms or announcements that you would like all clients to have without the need to upload it to each client's Vault.
How do I add my AdvisorVault to my Website?
When initially set up, your AdvisorVault URL will be provided with your Advisor Admin login credentials. This URL is used for all users logging in including the Advisor Admin, clients, as well as professional accounts. To add the AdvisorVault to your website, please include it as a login link anywhere on your website and users will be able to log in with their respective accounts.
Is there a file size restriction on uploads to my Vault?
When uploading documents to the Vault, files larger than approximately 25mb may throw an error. In order to prevent this from happening, please compress or reduce the size of the file before uploading. If the Performance Reporting module has been added to your Vault, when uploading a .zip of XML or PDF reports to the Vault via the website, there is a size restriction of approximately 10mb.
How do I change a client's Advisor?
Before deleting an Advisor account or changing Advisors, make sure a new valid Advisor account has been created first. A client's Advisor can then be changed through Manage Clients > Change Advisor. A drop down of Advisors will be populated allowing you to migrate a user from an Advisor to another Advisor.
Access Denied, Sign in as a different user error when loading Vault
The AdvisorVault session may persist in your web browser, even if the AdvisorVault tab was closed in your browser. To make sure you are logged out, please press Log Out before closing any AdvisorVault tabs or close the entire web browser application.
How do I give a Professional access to a client's entire Vault folder?
By default when a Professional account is associated with a client, they will only be able to share the “Professional Folder” configured when the Professional account was created. In order to grant permissions for the Professional to see all folders, you need to log in as your administrator account and do the following.
Under Documents, find the respective advisor and client folder. When you find the client folder, hover over the folder name and click the drop-down arrow on the right. You will find options like Manage Permissions.
Listed are the different accounts that have access to this folder. If the Professional account is not listed, click New in the top left corner of the screen and Add User.
Select the Professional Account which you would like to associate and you can then grant whichever permission access you would like. Now when logged in as the Professional account, you should have access to the entire Vault directory for that particular client.
We are a small RIA looking for a vault for both clients and ourselves to upload confidential documents for each other to have access to. We also want the capability to assign tasks to clients and for the system to generate automatic emails to go out to clients for pending tasks.
We currently subscribe to Advisor Assistant. We would like more information on AdvisorVault. What is the cost of installing AdvisorVault? What does the client actually see? Does this work without us having a website? Can we schedule a conference call? Thank you, Whitney Turner
Interested in client portal.
Would like to find out more about AdvisorVault- how it works, what it looks like, customization, etc.
I operate a hybrid practice with LPL Financial as by b/d and am in the process of redefining my technology solutions and want to move pretty quickly. I use Tailwag, eMoney, Moringstar, FMG suites, wealtk2k and a couple of others.
We are interested in a portal that clients can use to access the quarterly reports we provide them. We don't need it to have any portfolio management functions. We already have software which allows us to monitor portfolios through drift reports, etc. Our goal is to be able to stop mailing quarterly reports. We utilize Portfolio Center.
We want to share articles on our website, and to individual clients.
CPA financial advisor; sole practitioner thoroughly fed up with my BD and compliance issues. Interested in understanding how your solution operates and fits together.
Interested in AdvisorVault. I actually used AdvisorVault in another job 2010-2011.
I am currently using Emerald for my web site & monthly automated newsletter including birthday wishes, I use Redtail CRM & I use marketing library for my social media posts and am interested in seeing what else is out there from an offering standpoint. I looked into AP about 10 years ago & liked the auto post of activities on behalf of the clients so they can see the ancillary work that we do for them.
Looking to implement a client portal for our clients
Hatton Consulting is a boutique Financial Consulting firm in Arizona. We have about $290M AUM. We are looking to change out Vault provider primarily to be used for document sharing. We may want share a few specific reports with clients.
Looking for a clean, simple client portal.
At my prior company we used AdvisorMail to journal and review emails. (We were an RIA.) I'm considering alternatives for my new RIA. I'm familiar with Smarsh and AdivsorVault. I have some understanding of Smarsh's cost/service and want to find out more about what you can provide. I can be reached at 215-979-3753 to discuss.
We are interested in learning more about the client portal and how we can integrate it with Redtail.
looking to have a turnkey marketing plan that can start relatively small and grow over time that is easy to utilize and easy to get through compliance
I currently use Advisor Assistant and would like to inquire about client portal to give clients reports, etc...
If your clients are not receiving emails from AdvisorVault it may be due to changes that were made to your domains DNS SPF record. If you moved your email to a cloud provider , often they will provide an SPF record that does not include the ip addresses of AdvisorVault servers .
Please make SPF changes as needed
Our website www.GalliganFinancial.com is currently hosted by LiveOffice and was developed under Advisorsquare. I currently provide client reporting from Schwab's Portfolio Center that seems to be a function that is being phased out (amazing). I am looking for an alternative mechanism to post client reports from Portfolio Center (Holdings, Performance, ...) in a manner similar to what I have today were clients can access their holdings and performance reports . I am open to having you host the entire website if it can be moved or converted. Busy until the first week in September when I would like to discuss options with you. If you access our website you can see the interface I now have in the "My Accounts" section Thank you. Steve Galligan
Interested in AdvisorVault for a basic client portal.
Using Advisors Assistant as CRM. Looking for client portal.
I signed up for the free trial but could not figure out how to use the site. Can I get a demo? I am interested in your services for my existing client base. Thanks.
Use Advisors Assistant as CRM and TD as our main custodian. This is my third attempt to get contacted by your firm. Thanks -
More information about Personal Client Portals also
We are looking at creating our own digital/robo advisor and small accounts. In addition, we are considering for our investment clients moving from Modestspark for our portal. We use Junxure Cloud, Right Capital and Schwab Portfolio Center. We use exclusively TD Ameritrade. Jill
Also interested in website. Have one and in process of updating it.
33 years of experience in Financial and Estate planning. I am a returning RIA, at the end of the licensing process. I am currently looking for support with marketing with all its facets. Thank you, Patrick R Davidson additional phone # : 208-371-4696
Polaris is an RIA. We offer investment advice and wealth management services online to clients. We are looking for a tool for client onboarding and account opening, as well as a client portal. We would like it to be a client driven experience with little need for direct advisor involvement with clients. We use Foliofn as our custodian. I'm interested to see if it might be able to meet our needs. Please let me know if there is a time we can speak and possibly see a demo of the product if it makes sense.
Currently, BRC Management has a basic website hosted by Broadridge. We are interested in adding a client vault, where the client could log in and see their monthly statements. Additionally, we currently use RedTail for CRM and saw that there is some level of integration with Advisor Products. Lastly, it might be beneficial to just move the actual website to Advisor Products as well?
We are re-designing our website but need to be able to upload secure documents to it for clients. So we need something like AdvisorVault. Please email me to schedule a demo for this product. Thank you! Ashley
Need info/pricing on the Client portal
Hello, I spoke with Harvey. I am interested in a demo. Please reach out to me anytime today. Thanks.
One of our software vendors, Advisor Assistant, recommended we reach out and look into your vault product. We are currently using eMoney and have replaced many aspects of that software, but are looking for a secure document Vault for file sharing with our clients.
I rec'd and email from Harvey Rand on 3/22. I replied to back, but it was a generic email address (firstname.lastname@example.org). I have not heard back yet. I am interested in a demo and have some questions. My firm used Advisors Assistant as its CRM. I do have a login already and have watched the video and explored your website. Please EMAIL me back so that we can set up a meeting. Thank you.
I'm an IAR looking for pre-built presentations that I could use for workshops and seminars for pre-retirees and retirees. Is this something you provide?
I was referred to you by my compliance consulting firm. Look forward to hearing about your solutions.