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Troubleshooting

Troubleshooting is a consolidated guide to the most common Manifold problems, from sign-in issues to record generation.

For: All users and support teams3 min read3 sections

Troubleshooting wizard

Pick the symptom and walk the customer-safe checks before escalating.

Check in order

  • Confirm role and organisation.
  • Clear date, status, client, property, and search filters.
  • Check approval and delivery state for records and portal.
  • Open the source record directly if you have the URL.

Next interpretation

If the record appears under a different filter, it was scoped or filtered rather than lost.

Do not send passwords, secret keys, export credentials, or raw private stack traces through support notes.

Fast Troubleshooting Diagnosis Checklist

Troubleshooting in Manifold nearly always starts here: most problems trace back to role, filters, or a stale session rather than a genuine fault, so work through this checklist before assuming something is broken or contacting support.

  1. 1Confirm the user is signed in with the expected email address.
  2. 2Check the role and whether the page or action is allowed for it.
  3. 3Confirm the selected date range, client, property, and status filters.
  4. 4Refresh the page or app after role, entitlement, or settings changes.
  5. 5Confirm the affected record belongs to the expected organisation and client.
  6. 6For mobile issues, confirm the device, network state, and camera and notification permissions.

Common Symptoms

Troubleshooting

  • Page is blank or redirects: sign in again, check role routing, and confirm cookies are enabled.
  • Button is missing: the user likely lacks permission, the record is in the wrong status, or the plan does not include it.
  • Data is missing: check filters, date windows, client access grants, and tenant scope.
  • Record will not generate: confirm the overall result is set, every appliance has a result (or the result is Unable to complete), no senior review is pending or returned for changes, and the plan’s monthly record allowance is not used up. The check page lists the exact reasons.
  • Photos will not upload: each image must be under 10 MB and within your plan’s storage allowance. Queued photos stay on the device and upload again when signal returns or the check is next opened; the pending count shows on the check.
  • Reminder did not arrive: check the Renewal reminders switch, the client contact email (or the occupier email when there is no client), and whether the due date actually crossed a tier.
  • Email link did not work: it may have expired or already been used. Sign in, or request a new link; the link works in any browser.
  • Check stuck waiting to sync: the header badge shows Online or Offline and how many checks are waiting; open the app on a connection and it sends the queue.
  • Import row rejected: the message names the problem, such as address_line1 required, client not found (create it first), an unknown property_type, or a date not in DD/MM/YYYY or YYYY-MM-DD.
  • Portal user sees nothing: they only see the clients they are linked to on the client’s Access card.
  • Cannot delete a check: a check with a record cannot be deleted, because records are kept for six years.

What To Send Support

  • Organisation name.
  • User email and role.
  • Exact page URL or mobile screen.
  • Property, check, or record reference if visible.
  • What you expected and what happened instead, with the time and timezone.

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