Troubleshooting

Work backwards from what you are seeing. Most problems in OfficeRidge have a small number of causes, and checking them in order is faster than guessing.

Start here: the four context checks

Before investigating anything else, rule these out. They explain most “missing record” reports.

Active organization

Everything is scoped to one organization. See Switch organization.

Active location

Location-scoped records only appear for your active location. See Location settings.

Tab filters

Status filters routinely exclude discharged members and inactive employees.

Your role and plan

See Roles and permissions and Plans and modules.

Nothing is visible

Symptom	Likely cause	Fix
A module is missing from the sidebar	Role, plan, or module not enabled	Roles and permissions
A page shows access denied	Direct link to a page your role cannot open	Ask an admin to review your role
Lists are empty after switching organization	Active location not set for the new organization	Location settings
A record a colleague created is missing	Different organization or location	Confirm which context they used
Dashboard counts look too low	Context, or status filtering	Dashboard

Visits will not schedule or bill

Follow the chain in order — each step depends on the previous one.

Does the member have an active authorization?

Check Status, End, and Used against Units. See Authorizations.

Is the recurring schedule active and in date?

Check status and Effective From. See Scheduling.

Is the attendant assignable?

Active on the roster, and no expired credentials or background checks. See Credentials and checks.

Did the visit verify?

COMPLETED with no outstanding exception. See Time & Attendance.

Does a bill code rule match?

Payer, program, service, and service date inside the effective window. See EVV matching.

Is the payer contract current?

An expired contract stops payment despite a valid authorization. See Payer contracts.

Symptom table

Symptom	Cause	Where
No planned visits generated	Schedule inactive, or Effective From not reached	Scheduling
Visit flagged as conflicting	Outside authorization dates, over units, or wrong service code	Authorizations
Visit shows `MISSED`	Attendant did not clock in	Time & Attendance
Visit stuck in `EXCEPTION`	Needs a reason code	Time & Attendance
Geofence fails every visit for one member	Wrong member address	Members
Aggregator status not advancing	Visit not `COMPLETED`, or exception outstanding	Time & Attendance
Verified visit, no claim line	No matching bill code rule	EVV matching
Billed units differ from visit units	Check Variance and Unit Type	EVV matching
Claim stuck in `NOT_BILLED`	Not yet picked up for submission	Billing
Denials across many members at once	Payer contract expired	Payer contracts
Denials started with no change on our side	A Denial Begin date passed	EVV matching
Paid less than charged	Adjustment codes on the remittance	Remittances

Employee problems

Symptom	Cause	Where
Attendant suddenly unassignable	Credential or background check expired	Credentials and checks
Credential expired with no warning	Expires was blank	Credentials and checks
Renewed credential still shows expired	Added as a new row instead of updating the existing one	Credentials and checks
Employee not paid	Sent to Payroll not set on direct deposit	Payroll forms
Withholding wrong	W-4 unsigned, or filing details incorrect	Payroll forms
Gross pay wrong	Unresolved EVV exceptions in the period	Time & Attendance
Overtime not applied	No active overtime rule for the jurisdiction	Payroll setup
Deduction continued after loan repaid	Remaining hit zero but the entry was not stopped	Loans and insurance
Staff left without cover during leave	Leave approved without Coverage, or schedule not updated	Leave and recognition
Members left uncovered	Same as above	Scheduling

Compliance problems

Symptom	Cause	Where
A finding keeps reappearing	Underlying cause not fixed; checks re-run	Quality and audits
Aging findings count will not drop	Findings older than 30 days need assigning, not re-reviewing	Compliance
Disallowance can no longer be appealed	Appeal Deadline passed	Quality and audits
Record shows complete but a surveyor disagrees	Acknowledged, Signed, or Verified is blank	Survey preparation
Deficiency corrected but agency disagrees	Correction Status must reach `VERIFIED`, not just `COMPLETED`	Licences and surveys
Supervisory visit still overdue	Recorded but not marked completed, so Next Due did not advance	Care Plans
Licence lapsed despite submitted renewal	Submitted after Renewal Due, leaving no processing time	Licences and surveys
QAPI shows no improvement at survey	Initiatives closed without Follow-up	QAPI
Board decisions challenged	Quorum Met or attendance records missing	Governing body

Notifications and reports

Symptom	Cause	Where
Notifications not arriving	Email domain unverified, or subscription not set	Organization settings
Warning arrived too late to act	Advance Days too short	Compliance and notifications
Nobody was warned about an expiry	The subscriber left the agency	Compliance and notifications
Scheduled report did not run	Schedule inactive, or Next Run wrong	Reports
Recurring task rule not generating tasks	Rule inactive, or Next Run in the past	Task Manager
Workflow not running	Status inactive, or trigger not firing	Workflow automation
Workflow succeeds only after retries	Failing intermittently	Workflow automation

Security concerns

If you see a sign-in you do not recognise on an account with member record access, treat it as a potential HIPAA security incident. End the session, change your password, remove trusted devices, and report it to your compliance officer — do not just change the password and move on.

Symptom	Action
Unrecognised sign-in	End session, change password, remove trusted devices, report it
Lost two-factor device	Use a backup code, then account recovery
No backup codes and lost device	Contact an Organization Admin or support
Two-factor prompting on a trusted device	Trust removed or device changed; re-register
Repeated failed access attempts on a member record	Investigate via HIPAA compliance

When to escalate rather than fix

Some situations should go to your compliance officer or administrator immediately:

An IMMEDIATE_JEOPARDY survey finding or severity level
A suspected privacy breach or unrecognised account access
An OIG or exclusion list match on a staff member
A reportable incident type
A civil rights request
An EVV exception where you cannot determine what actually happened

Do not apply an EVV reason code that does not match what happened in order to clear a queue. Reason codes are submitted to the state aggregator and are a regulatory record. Escalate instead.

FAQ

Quick answers to common questions.

Glossary

Terms and status values.

Getting Started

Overview

Clinical

Workforce

Financial

Compliance & Quality

Organization

Account

Guides

Help

Start here: the four context checks

Nothing is visible

Visits will not schedule or bill

Symptom table

Employee problems

Compliance problems

Notifications and reports

Security concerns

When to escalate rather than fix

FAQ

Glossary

​Start here: the four context checks

​Nothing is visible

​Visits will not schedule or bill

​Symptom table

​Employee problems

​Compliance problems

​Notifications and reports

​Security concerns

​When to escalate rather than fix

​Related

FAQ

Glossary

Start here: the four context checks

Nothing is visible

Visits will not schedule or bill

Symptom table

Employee problems

Compliance problems

Notifications and reports

Security concerns

When to escalate rather than fix

Related