Clio Integration Troubleshooting

# Clio Integration Troubleshooting

Solutions for common issues with the Clio connection.

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## "Connection failed" when clicking Connect

Cause: The authorization process failed before completing, usually due to a session timeout.

Fix:

1. Click Connect again to restart the OAuth flow
2. Complete the authorization in Clio without navigating away or letting the browser tab idle
3. If it continues to fail, try in a private/incognito window

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## "Access denied" after clicking Allow in Clio

Cause: You clicked Deny on the Clio permissions screen, or your Clio account does not have permission to authorize third-party apps.

Fix:

1. Ask your Clio firm administrator to check whether third-party app authorization is restricted for your account
2. Try the connection again and click Allow

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## "Clio not configured" error

Cause: The Clio API credentials have not been configured on this ObituaryMonitor account. This is a platform configuration issue, not a user issue.

Fix: Contact ObituaryMonitor support. This requires an admin to configure the Clio OAuth application credentials.

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## Connected but the matter browser shows no matters

Possible causes:

1. Your Clio account has no Open matters — try changing the status filter to "All"
2. The access token expired during browsing — click Reconnect on the Clio card and try again
3. Your Clio account has matters but your user role does not have permission to view them — contact your Clio administrator

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## "Import failed" for some matters

Cause: A matter was selected for import but its client contact record could not be fetched. This happens when:

• The matter has no client assigned in Clio
• The contact record was deleted or merged in Clio

Fix: Open the matter in Clio, confirm a client is assigned, and try importing again.

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## Date of Birth is missing after import

Cause: The client's Date of Birth field is blank in their Clio contact record.

Fix:

1. In Clio, open the contact record for the client
2. Enter the Date of Birth in the contact details
3. Return to ObituaryMonitor and use Sync from Clio on the watch to pull the updated DOB

Matches will still run without DOB — it just reduces accuracy for common names.

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## "Token expired — please reconnect"

Cause: The Clio access token has expired and automatic refresh failed.

Fix: Go to Integrations, click Reconnect on the Clio card, and complete the authorization flow again. This takes about 30 seconds and restores the connection without affecting any existing watches.

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## Watches are not updating when I sync

Cause: Sync uses COALESCE — it only overwrites a field if Clio returns a non-empty value. If the contact or matter data in Clio has blanks, the existing local values are kept.

Fix: Update the contact or matter fields in Clio with the correct values, then sync again. If a field was intentionally set locally and you don't want it overwritten, leave the corresponding Clio field blank.

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## Still having trouble?

Contact support at support@obituarymonitor.com and include:

• The error message you see
• Your Clio account email
• Approximately when the issue started