ndLink Troubleshooting: New Clients and Matters Not Showing Up in NetDocuments

If someone at your firm reports that new clients or matters aren’t appearing in NetDocuments, there’s a good chance that ndLink is the culprit. Here’s how to diagnose and fix it.

What is ndLink?

ndLink is a Windows service that connects your accounting or practice management system to NetDocuments. When a new client or matter is created in systems such as Orion, Tabs3, Juris, SurePoint, or PCLaw, ndLink is responsible for pushing that information into NetDocuments—typically within 5 minutes or less.

When it stops working, users notice quickly: new workspaces don’t appear, and people have to create them manually or contact IT.

Where to Find ndLink

ndLink is always installed (for a standard optiable setup) at the root of the C drive:

C:\ndLink

Inside that folder, you’ll find the ndLink2 application along with its data folder, configuration files, and log files.

Right-click on ndlink2 and run it as an administrator to launch the program

It should look like this:

Step 1: Restart ndLink

If you do not see Activity Running As A Windows Service, do the following:

• Check Run Activities Upon Startup
• Check As Windows Service
• Click Start Activities Service

When we set up ndLink, we install ndLink as a Service. This service should automatically start when the machine restarts.

Step 2: Restart the NetDocuments ndLink2Service

If it’s still not working,  we want to restart the Windows Service.

You can also restart it through Windows Services:

1. Press Windows + R, type services.msc, and hit Enter
2. Scroll down to find the NetDocuments ndLink2Service
3. Right-click and choose Restart

After restarting, wait a few minutes, then test by adding a new matter in your accounting system to see if it syncs with NetDocuments.

Step 3: Check the Credentials of the ndLink Windows Service

If the NetDocuments ndLink2Service Service won’t start, please open it up and re-enter the UserName and Password for this account:

Once that is done, restart the service.

Step 4: Verify Credentials and Configuration

Open the ndLink2 application and review the configuration settings:

• NetDocuments Connection Info — the NetDocuments account used by ndLink needs to be active and have cabinet-level access. If the account password was changed or the account was deactivated, ndLink will silently fail.

Click on NetDocuments Connection Info and log in as a current NetDocuments User with Repository admin access