Troubleshooting
Common issues and how to resolve them
Step-by-step guides for resolving common issues.
- Verify email (case-insensitive)
- Check Caps Lock
- Try Forgot Password
- Check if MFA required (authenticator app)
- Contact admin - account may be suspended
- Check your role permissions
- Verify module is installed
- Check workspace access
- Ask Admin to verify your role
- Try different browser/incognito
- Time sync - Phone time must be accurate (auto-set)
- Backup codes - Use one from setup
- New device - Admin can reset MFA
- Lost device - Contact support with verification
- Check Settings → Security → Session Timeout
- Don't use multiple tabs for same action
- Avoid VPN/proxy switching IPs
- Clear cookies for africaos.dev
- Check status.africaos.dev
- Test on different network
- Disable browser extensions
- Clear cache (Ctrl+Shift+R)
- Reduce dashboard widgets
- Archive old records in module
- Large exports - Use scheduled exports instead
- Bulk operations - Process in smaller batches
- Complex reports - Add filters to reduce scope
- API calls - Implement pagination
- Update app (App Store/Play Store)
- Check OS version (iOS 15+, Android 10+)
- Reinstall app
- Check network (try WiFi vs cellular)
- Free up device storage
- Check required fields (red asterisk)
- Verify field validation (format, range)
- Check permissions (write access?)
- Try required fields only first
- Check browser console (F12 → Console)
- Check filters (status, date range, workspace)
- Check trash/deleted items
- Check audit log (Settings → Security → Audit Log)
- Verify not archived (Filters → Include Archived)
- Contact support with record IDs
- Download template (Export → Template)
- Match columns exactly
- Check required columns
- Validate data types (dates, numbers)
- Import in batches < 1000 rows
- Check error report after import
- Use Find Duplicates tool (Module → Tools)
- Merge duplicates (keep newest/oldest)
- Set unique constraints on key fields
- Train team on search before create
| Issue | Solution |
|---|
| Invoice not sending | Check email template, spam, customer email |
| Payment not matching | Verify reference, check fees, contact support |
| Subscription not renewing | Check payment method, retry logic, dunning |
| Tax calculation wrong | Verify tax rates, customer tax exempt, location |
| Issue | Solution |
|---|
| Appointment not showing | Check provider schedule, resource availability |
| Clinical note not saving | Complete required fields, check template |
| Portal not accessible | Verify patient email, portal enabled, link sent |
| Prescription failed | Check drug database, pharmacy connection |
| Issue | Solution |
|---|
| Negative stock | Enable "Allow Negative" or process receipt first |
| PO not receiving | Check status (Confirmed), user permissions |
| Valuation wrong | Check cost method (FIFO/LIFO), backdate receipts |
| Reorder not triggering | Check min/max, lead time, supplier active |
| Issue | Solution |
|---|
| Slots not available | Check schedule, exceptions, buffer time |
| Double booking | Verify resource conflict settings |
| Payment not required | Check pricing config, deposit settings |
| Calendar sync failed | Reconnect Google/Outlook, check permissions |
- Check Settings → Integrations → Webhooks → Logs
- Verify endpoint URL accessible
- Check response time (< 10s)
- Verify signature validation
- Check error codes in logs
- Reconnect account (Settings → Integrations)
- Check permissions (read/write calendars)
- Verify correct calendar selected
- Check for conflicting events
- Check Settings → Notifications → Email Logs
- Verify SendGrid/Postmark/Twilio credentials
- Check suppression list (bounces, complaints)
- Test with "Send Test Email"
| Code | Meaning | Action |
|---|
| 401 | Unauthorized | Check API token, regenerate |
| 403 | Forbidden | Check token scopes, permissions |
| 404 | Not Found | Verify ID, check org access |
| 422 | Validation | Check request body, required fields |
| 429 | Rate Limited | Implement backoff, check limits |
| 500 | Server Error | Retry, contact support if persistent |
- Chrome/Edge - Best compatibility
- Firefox - Good, some UI differences
- Safari - Good, some CSS quirks
- Disable - Ad blockers, privacy extensions for africaos.dev
Windows/Linux: Ctrl + Shift + R
Mac: Cmd + Shift + R
Or: DevTools (F12) → Right-click refresh → Empty Cache & Hard Reload
- Open DevTools (F12)
- Console tab
- Look for red errors
- Screenshot and send to support
- Data loss or corruption
- Security breach suspected
- Complete service outage
- Billing/charge errors
- Compliance violation
- Module not functioning
- Integration broken
- Performance severely degraded
- Multiple users affected
- Feature questions
- Configuration help
- Enhancement requests
- Documentation unclear
- Organization name
- Your email/role
- Module/page URL
- Steps to reproduce
- Expected vs actual
- Screenshots/recording
- Error messages
- Browser/OS
- When started
- Business impact
