> ## Documentation Index
> Fetch the complete documentation index at: https://docs.officeridge.com/llms.txt
> Use this file to discover all available pages before exploring further.
# Troubleshooting
> Diagnose the most common OfficeRidge problems by working backwards from the symptom.
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.
Everything is scoped to one organization. See
[Switch organization](/account/switch-organization).
Location-scoped records only appear for your active location. See
[Location settings](/account/location-settings).
Status filters routinely exclude discharged members and inactive employees.
See [Roles and permissions](/getting-started/roles-and-permissions) and
[Plans and modules](/getting-started/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](/getting-started/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](/account/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](/dashboard) |
## Visits will not schedule or bill
Follow the chain in order — each step depends on the previous one.
Check **Status**, **End**, and **Used** against **Units**. See
[Authorizations](/members/authorizations).
Check status and **Effective From**. See [Scheduling](/scheduling).
**Active** on the roster, and no expired credentials or background checks. See
[Credentials and checks](/employees/credentials-and-checks).
`COMPLETED` with no outstanding exception. See [Time & Attendance](/attendance).
Payer, program, service, and service date inside the effective window. See
[EVV matching](/billing/evv-matching).
An expired contract stops payment despite a valid authorization. See
[Payer contracts](/licensing/payer-contracts).
### Symptom table
| Symptom | Cause | Where |
| ------------------------------------------ | -------------------------------------------------------------- | --------------------------------------------- |
| No planned visits generated | Schedule inactive, or **Effective From** not reached | [Scheduling](/scheduling) |
| Visit flagged as conflicting | Outside authorization dates, over units, or wrong service code | [Authorizations](/members/authorizations) |
| Visit shows `MISSED` | Attendant did not clock in | [Time & Attendance](/attendance) |
| Visit stuck in `EXCEPTION` | Needs a reason code | [Time & Attendance](/attendance) |
| Geofence fails every visit for one member | Wrong member address | [Members](/members) |
| Aggregator status not advancing | Visit not `COMPLETED`, or exception outstanding | [Time & Attendance](/attendance) |
| Verified visit, no claim line | No matching bill code rule | [EVV matching](/billing/evv-matching) |
| Billed units differ from visit units | Check **Variance** and **Unit Type** | [EVV matching](/billing/evv-matching) |
| Claim stuck in `NOT_BILLED` | Not yet picked up for submission | [Billing](/billing) |
| Denials across many members at once | Payer contract expired | [Payer contracts](/licensing/payer-contracts) |
| Denials started with no change on our side | A **Denial Begin** date passed | [EVV matching](/billing/evv-matching) |
| Paid less than charged | Adjustment codes on the remittance | [Remittances](/billing/remittances) |
## Employee problems
| Symptom | Cause | Where |
| -------------------------------------- | ------------------------------------------------------------ | ----------------------------------------------------------- |
| Attendant suddenly unassignable | Credential or background check expired | [Credentials and checks](/employees/credentials-and-checks) |
| Credential expired with no warning | **Expires** was blank | [Credentials and checks](/employees/credentials-and-checks) |
| Renewed credential still shows expired | Added as a new row instead of updating the existing one | [Credentials and checks](/employees/credentials-and-checks) |
| Employee not paid | **Sent to Payroll** not set on direct deposit | [Payroll forms](/employees/payroll-forms) |
| Withholding wrong | W-4 unsigned, or filing details incorrect | [Payroll forms](/employees/payroll-forms) |
| Gross pay wrong | Unresolved EVV exceptions in the period | [Time & Attendance](/attendance) |
| Overtime not applied | No active overtime rule for the jurisdiction | [Payroll setup](/finance/payroll-setup) |
| Deduction continued after loan repaid | **Remaining** hit zero but the entry was not stopped | [Loans and insurance](/finance/loans-and-insurance) |
| Staff left without cover during leave | Leave approved without **Coverage**, or schedule not updated | [Leave and recognition](/employees/leave-and-recognition) |
| Members left uncovered | Same as above | [Scheduling](/scheduling) |
## Compliance problems
| Symptom | Cause | Where |
| ---------------------------------------------- | ------------------------------------------------------------------ | ------------------------------------------------------- |
| A finding keeps reappearing | Underlying cause not fixed; checks re-run | [Quality and audits](/compliance/quality) |
| Aging findings count will not drop | Findings older than 30 days need assigning, not re-reviewing | [Compliance](/compliance) |
| Disallowance can no longer be appealed | **Appeal Deadline** passed | [Quality and audits](/compliance/quality) |
| Record shows complete but a surveyor disagrees | **Acknowledged**, **Signed**, or **Verified** is blank | [Survey preparation](/guides/survey-preparation) |
| Deficiency corrected but agency disagrees | **Correction Status** must reach `VERIFIED`, not just `COMPLETED` | [Licences and surveys](/licensing/licenses-and-surveys) |
| Supervisory visit still overdue | Recorded but not marked completed, so **Next Due** did not advance | [Care Plans](/care-plans) |
| Licence lapsed despite submitted renewal | Submitted after **Renewal Due**, leaving no processing time | [Licences and surveys](/licensing/licenses-and-surveys) |
| QAPI shows no improvement at survey | Initiatives closed without **Follow-up** | [QAPI](/compliance/qapi) |
| Board decisions challenged | **Quorum Met** or attendance records missing | [Governing body](/corporate/governing-body) |
## Notifications and reports
| Symptom | Cause | Where |
| ---------------------------------------- | ------------------------------------------------ | ----------------------------------------------------------------------- |
| Notifications not arriving | Email domain unverified, or subscription not set | [Organization settings](/account/organization-settings) |
| Warning arrived too late to act | **Advance Days** too short | [Compliance and notifications](/corporate/compliance-and-notifications) |
| Nobody was warned about an expiry | The subscriber left the agency | [Compliance and notifications](/corporate/compliance-and-notifications) |
| Scheduled report did not run | Schedule inactive, or **Next Run** wrong | [Reports](/reports) |
| Recurring task rule not generating tasks | Rule inactive, or **Next Run** in the past | [Task Manager](/tasks) |
| Workflow not running | Status inactive, or trigger not firing | [Workflow automation](/operations/workflow-automation) |
| Workflow succeeds only after retries | Failing intermittently | [Workflow automation](/operations/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](/compliance/hipaa) |
## 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.
## Related
Quick answers to common questions.
Terms and status values.