Docs/Administration

Troubleshooting

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

For: All users and support teams2 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, approval state, portal visibility, and tenant scope.
  • Record will not generate: confirm required fields, appliance results, and the engineer signature.
  • Photos will not upload: check file size, network, and camera permission, and keep the app open to retry.
  • Reminder did not arrive: check the setting, the recipient details, and whether the trigger actually occurred.

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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