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The Files tab

Learn how to use the Files tab on a Member's profile in Lookout to find, upload, and manage all their documents in one place - with troubleshooting tips.

This guide explains what the Files tab is, why it matters, and how to use it - including where files come from, how to search and filter, how to view or delete a file, and how to upload one directly.

Want to understand the Member's profile as a whole? The Files tab is one part of the wider Member profile. For a full tour of the dashboard and all the other tabs, see our dedicated article: The Member Dashboard.

What is the Files tab?

The Files tab is a central document hub on a Member's profile. It brings together all files related to that Member in one place, so you can find documents without digging through individual notes or tickets.

Files are automatically gathered here from a few different parts of Lookout, along with any you upload yourself - giving you a single, complete view of a Member's documents.

Why it matters

The Files tab saves time and keeps a Member's documents organised and easy to find. It helps your team:

  • Find documents fast - everything is in one place, no searching through notes or tickets.
  • See where each file came from - every file shows its source, so you have context.
  • Keep a complete record - files from across the system are gathered automatically.

Before you start

Before reviewing this article, please ensure you meet these prerequisites:

  • You are logged into Lookout as a staff member.
  • You have access to view the Member and permission to view their files.
  • To upload or delete files, you'll need edit (write) access - viewing alone won't allow this.

Navigating to the Files tab

  1. From the main navigation menu, click Members to open the full list of Members.
  2. Find the Member you're after - use the search box to type their name, or narrow the list using the filters.
  3. Click the Member's name to open their profile. This will load their Member dashboard.
  4. Click the Files tab.
  5. You'll see every file attached to the Member's record.

member file tab

Where files come from

Files in this tab are gathered from several places, so you're seeing a complete picture rather than just what was uploaded here:

  • Notes: Any files attached to notes in the Member's Notebook. (These appear if you have access to the Member's Notebook.)
  • Tickets: Any files attached to tickets, or to ticket comments, relating to this Member.
  • Direct uploads: Files uploaded straight from the Files tab.
  • Visit task responses: Files a Helper attaches when completing required tasks on a visit.

For each file, you'll see the file name, its source (where it came from), who added it, the date it was added, and available actions.

 

Uploading a file directly

  1. From the main navigation menu, click Members to open the full list of Members.
  2. Find the Member you're after - use the search box to type their name, or narrow the list using the filters.
  3. Click the Member's name to open their profile. This will load their Member dashboard.
  4. Click the Files tab.
  5. If there are already files, you'll see every file attached to the Member's record listed.
  6. Click the blue Upload a file button.
  7. Enter a file name and a description.
  8. Click the Choose file button to select the file you wish to upload from your device.
  9. When ready, click the blue Upload button.
  10. A green banner will display confirming your file has been uploaded successfully. It is now stored as a direct upload, along with the description you provided.

 

Searching and filtering

  • You can search by file name, source, or the person who added it to quickly find what you need.

  • Filter by turning on filters for the source type or the file type (such as documents, images, or spreadsheets). Select the filters you want and apply them to see the matching files.

  • To turn a filter off, simply uncheck it, and apply again.

file tab search and filter

Viewing and deleting files

  • View a file: Select the file's hyperlink - it will download stop your device, so you can open it.

  • Go to the source: Select the file's source to jump to where it was uploaded (for example, the note or ticket it came from).

  • Delete a file: Select the red delete icon next to the file. (This requires edit access.)

link to files and delete icon

Troubleshooting

I can't see the Files tab

Confirm you have access to view the Member and permission to view their files. If not, ask an administrator to review your access.

I can't upload or delete a file

Uploading and deleting require edit (write) access. Viewing alone won't allow these actions — ask an administrator to review your access.

A file I expected from a note isn't showing

Files from notes only appear if you have access to the Member's Notebook. If you can't see the Member's notes, their attached files won't appear here either.

I can't find a file

  • Check your active filters - a source-type or file-type filter may be hiding it. Uncheck filters and apply again.
  • Try searching by the file name, its source, or the person who added it.

A file opened in my downloads instead of on screen

This is expected - selecting a file downloads it so you can open it on your device.

Still need help?

If you're still experiencing issues, please contact our Support Team and include:

  • Screenshots (if possible)
  • The Member's name
  • The exact steps taken
  • Any error messages received