Troubleshooting
Troubleshooting
Quick solutions to common HCP issues.
Login Issues
”Invalid credentials”
Cause: Email or PIN incorrect
Solutions:
- Check email spelling (case-insensitive)
- Verify PIN is 4 digits
- Ensure caps lock is off
- Contact admin to reset PIN
”Account inactive”
Cause: User account deactivated
Solution: Contact administrator to reactivate
”No sites assigned”
Cause: User has no site memberships
Solution: Admin must assign sites in user settings
Page won’t load
Solutions:
- Check internet connection
- Try refreshing (Ctrl/Cmd + R)
- Clear browser cache
- Try incognito/private mode
- Check if site is down (contact admin)
Barcode Scanning Issues
Camera shows black screen
Solutions:
- Check browser camera permissions:
- Chrome: Settings → Privacy → Camera
- Safari: Settings → Camera
- Ensure no other app is using camera
- Refresh page and allow camera access
- Try different browser
Barcode won’t scan
Solutions:
- Hold barcode 10-15cm from camera
- Ensure good lighting (avoid glare)
- Hold steady for 2-3 seconds
- Clean camera lens
- Try manual entry from checklist
”Barcode not found”
Meaning: Product not assigned to this site
Solutions:
- Check if product should be at this site
- Contact supervisor to add product
- Verify barcode is correct
Scanner is slow
Solutions:
- Close other browser tabs
- Check internet connection
- Restart browser
- Use manual selection as fallback
Data Entry Issues
Can’t save count
Common causes:
- Missing required fields (opening quantity)
- Negative closing balance
- Network connection lost
Solutions:
- Fill all fields marked as required
- Check calculations show positive closing
- Wait for connection, then retry
Form too small on mobile
Solutions:
- Rotate to landscape mode
- Zoom out (pinch gesture)
- Use tablet if available
- Request desktop site (browser setting)
Numbers won’t enter
Cause: Wrong keyboard type
Solution: Tap field again to ensure numeric keyboard appears
Dashboard & Analytics Issues
Data not updating
Solutions:
- Refresh page (F5 or Ctrl+R)
- Check if entries were saved
- Verify you’re viewing correct date
- Clear browser cache
Charts not loading
Solutions:
- Check JavaScript is enabled
- Disable ad blockers
- Try different browser
- Contact admin if issue persists
Wrong completion numbers
Causes:
- SAP entries pending
- Date filter incorrect
- Caching delay (up to 5 minutes)
Solutions:
- Complete SAP entries for all products
- Check date filter matches audit date
- Wait 5 minutes and refresh
Anomaly Issues
Anomaly not appearing
Cause: AnomalyEvaluator runs after SAP entry
Solution: Ensure SAP data is entered for the product
Wrong anomaly triggered
Cause: Thresholds may need adjustment
Solution: Contact admin to review site thresholds
Can’t resolve anomaly
Note: Anomalies auto-update based on latest data. Fix the underlying issue (stock discrepancy) and it will update.
Performance Issues
Page loading slowly
Solutions:
- Check internet connection speed
- Close other browser tabs
- Disable browser extensions
- Try different network (4G vs WiFi)
App freezing
Solutions:
- Refresh page
- Clear browser cache
- Restart browser
- Try different device
Admin Issues
Can’t create user
Common causes:
- Email already exists
- Required fields empty
- Invalid PIN format
Solutions:
- Use unique email address
- Fill all required fields
- Use 4-digit PIN (numbers only)
Site not appearing
Cause: Site inactive or wrong client filter
Solutions:
- Check site status is “Active”
- Verify correct client selected
- Clear filters and search again
Product assignment failing
Cause: Product already assigned or missing thresholds
Solutions:
- Check if product already at site
- Set all threshold values
- Verify product belongs to client
Error Messages
| Error | Meaning | Solution |
|---|---|---|
| ”500 Internal Server Error” | Server problem | Contact admin; retry later |
| ”422 Unprocessable Entity” | Invalid data | Check form fields; retry |
| ”404 Not Found” | Page doesn’t exist | Check URL; navigate from dashboard |
| ”403 Forbidden” | Permission denied | Contact admin for access |
| ”Connection timeout” | Slow network | Check connection; retry |
Getting Help
If issues persist:
- Check this guide — Most issues covered above
- Contact your supervisor — For operational questions
- Contact admin — For technical issues, access problems
- Document the issue — Screenshot, steps to reproduce, error message
Information to Provide
When reporting issues, include:
- User email
- Site/Client affected
- Browser and version
- Device type (phone/tablet/desktop)
- Screenshots of errors
- Steps to reproduce
- Time issue occurred
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