Overview
This guide covers the most common issues teams face in day-to-day operations and the fastest resolution path.
Why It Matters
- Reduces downtime for office and site users.
- Prevents blocked approvals and delayed compliance tasks.
- Keeps support escalations focused and efficient.
Step-by-Step Instructions
Login issues
- Confirm email and password are correct.
- Check active company/workspace context after sign-in.
- Reset password if needed.
- If still blocked, ask admin to confirm account status.
Missing permissions
- Confirm expected role with your manager.
- Ask admin to review role assignment.
- Refresh and retry after permission update.
Upload failures
- Check network connection.
- Retry with stable connection.
- Reduce image/file size if needed.
- Confirm file type is supported.
Notification issues
- Check personal notification preferences.
- Confirm device/browser notifications are allowed.
- Validate role is assigned to relevant workflow.
PDF export delays
- Retry after a short wait for queued generation.
- Check that mandatory fields and approvals are complete.
- Re-open the record and trigger export again.
AI processing issues (COSHH assistant)
- Confirm SDS is readable and complete.
- Retry processing.
- If confidence remains low, complete manually and submit for human review.
Mobile syncing issues
- Pull to refresh while online.
- Sign out and sign back in if stale data persists.
- Confirm app has connectivity and storage permissions.
Browser compatibility
Use current versions of Chrome, Edge, or Safari. Older browsers may affect upload, rendering, or interactive features.
[SCREENSHOT: Troubleshooting Decision Tree]
Tips & Best Practices
- Capture screenshots and record IDs before escalating.
- Include time of issue and affected workspace in support requests.
- Train supervisors on first-line troubleshooting.
Warnings / Important Notes
- Do not delay high-risk actions waiting for non-critical UI issues.
- If critical safety information is missing, pause task and escalate immediately.