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Troubleshooting

Symptom-led troubleshooting

Start from the visible symptom, confirm organization scope, and then return to the owning module for the final action.

Dashboard

/dashboard

Open guide

The page says it is unavailable in this runtime.

  • Confirm whether your workspace is customer-hosted and uses source modules for KPIs.
  • Open planning, tracking, commercial, or analytics directly to continue your work.

If the wrong runtime banner is shown for your environment, contact your administrator with the exact screen text and organization scope.

Admin Center

/admin · /admin/users · /admin/onboarding · /admin/integrations · /admin/integrations/mapping · /admin/subscription · /team

Open guide

A subpage opens but actions are disabled.

  • Confirm which admin permission lane is assigned to your account.
  • Check whether you are looking at the intended organization scope.

Ask a tenant administrator with user-lifecycle rights to confirm your admin bundle.

Organization Settings

/settings

Open guide

You can open settings but cannot edit a field.

  • Confirm the field belongs to organization configuration and not to your personal profile.
  • Review whether the current scope and permission bundle allow editing.

Contact a tenant administrator and provide the exact field label plus the current organization.

Agenda

/agenda

Open guide

A visit appears in routes but not in agenda.

  • Refresh the active day and confirm the visit date matches the selected agenda view.
  • Check whether the route is still draft or waiting for approval.

Escalate with the route date, representative, and organization if the mismatch remains after refresh.

Route Planner

/routes · /routes/replay

Open guide

A route is still missing on the rep device.

  • Confirm the route cleared the approval gate.
  • Ask the rep to refresh agenda or notifications after approval.

If the approved plan still does not propagate, provide the route date, rep, and organization to support.

Field Command Center

/tracking

Open guide

A rep session is missing from live tracking.

  • Confirm the selected organization and territory filters.
  • Verify the rep has an active plan or recent governed check-in for the day.

Share the representative, organization, and timestamp window if live evidence stays absent.

Territories

/territories

Open guide

The simulator shows a managed-only message.

  • Confirm whether your workspace is customer-hosted.
  • Continue with the current coverage and assignment views for decision support.

Escalate only if the runtime label does not match your deployment posture.

HCP Directory

/hcps

Open guide

The wrong HCP appears in the directory results.

  • Confirm the current organization scope and directory filters.
  • Open the detail card to verify notes, institution, and assignment context.

If a source-data mismatch remains, send the HCP identifier and organization to the admin or import owner.

Institutions

/institutions

Open guide

An affiliated HCP is missing from the institution view.

  • Confirm the active organization and account level you opened.
  • Check whether the HCP is attached to another site or department entry.

If affiliation looks wrong, send the institution name and HCP identifier to the data owner.

Products

/products

Open guide

A product shows stale or unavailable state.

  • Review the freshness and snapshot labels shown on the product record.
  • Check whether the integration or mapping lanes already show a blocker.

Raise the product identifier and organization to the integration or product-master owner.

Company Events

/events

Open guide

An event is stuck in pending approval.

  • Open the event record and review compliance plus follow-up state.
  • Check whether the active organization has the correct approver lane.

Escalate with the event name, organization, and visible approval status.

Field Requests

/orders

Open guide

A request cannot move to fulfillment.

  • Confirm the approval state and whether the organization scope is correct.
  • Review the linked product and HCP records for missing context.

Escalate with the request ID, organization, and current queue state.

Field Expenses

/expenses

Open guide

A report is still pending approval.

  • Review whether the report has all receipts and visible required fields.
  • Confirm the active organization and period filters.

Escalate with the report ID and approval state if the queue does not advance.

Commercial Operations

/commercial

Open guide

A commercial record is missing from the workspace.

  • Confirm the organization, owner, and account filters.
  • Check whether the record belongs to another business unit or subtype.

If the record should be visible, provide the account, program or campaign, and current filters to the admin or commercial owner.

Engagement

/engagement

Open guide

A send is blocked.

  • Review the block reason shown on the send record.
  • Check consent state, audience restrictions, and template approval state.

Escalate with the send ID and visible block reason if you cannot clear the preconditions.

Medical Affairs

/medical

Open guide

An exchange is visible but the related evidence looks incomplete.

  • Review the selected organization and whether the exchange belongs to it.
  • Check whether follow-up or compliance review is still pending.

Escalate with the exchange ID and visible follow-up state if the evidence cannot be completed.

Compliance

/compliance

Open guide

A compliance record cannot be resolved.

  • Review the visible status and whether required evidence is still missing.
  • Check whether another queue, such as medical follow-up, is still open.

Escalate with the record ID, domain, and current visible status.

Data Operations

/intelligence

Open guide

A connector is stuck in proof-only or pending state.

  • Review visible readiness blockers, latest run status, and onboarding decisions.
  • Check whether the organization scope is the expected one.

Escalate with the connector name, organization, and visible blocker labels.

Analytics

/analytics · /analytics/commercial · /analytics/reports · /analytics/queries · /analytics/feedback · /analytics/review-workbench · /analytics/ai-query

Open guide

Analytics is unavailable in this runtime.

  • Confirm whether the workspace is customer-hosted and shows a managed-only notice.
  • Continue with reports, review queues, or source operational modules as appropriate.

Escalate only if the runtime notice does not match your deployment posture.

AI Governance

/ai-insights

Open guide

A run shows degraded or changes-requested state.

  • Review the visible status, notes, and selected organization.
  • Check linked analytics or engagement records for the same issue.

Escalate with the run or report identifier plus the visible status class.

Targets And Forecasts

/planning · /workforce/handoffs

Open guide

A forecast cannot move forward.

  • Review risk reasons, blocker labels, and route-coverage posture.
  • Check whether approvals or continuity support are still pending.

Escalate with the cycle or forecast identifier and the visible blocker reason.

Notifications

/notifications

Open guide

A notification disappears but the task is still open.

  • Confirm whether the item was archived or only marked read.
  • Open the source module to check the underlying workflow status.

Escalate with the notification label and owning module if the link opens the wrong record.

My Account

/profile

Open guide

A setting changed here but the whole organization did not update.

  • Confirm the change was a personal preference, not an organization setting.
  • Open Settings if the intent was to change a shared workspace option.

Escalate only if a personal setting fails to persist for your own account.

Troubleshooting | FieldOrchestrator