Why a screen will not work
Most "it's broken" moments in the platform are one of a small number of causes, and they are the same causes on nearly every screen. This page is the shared list; each guide links here and adds only what is specific to it.
Work down the table — the causes are ordered from the most common to the least.
A menu item or whole section is missing
| Who it affects | What it is | Who fixes it |
|---|---|---|
| Everyone in the organisation | The module is not enabled for this tenant | An administrator, under Modules |
| One person | They lack the permission, or their role does | Whoever manages roles |
| Everyone, but the module is enabled | The screen's route is not registered | A build-level fix — raise it |
⚠ Start by asking whether it is missing for one person or for everyone. That single question separates a role problem from a configuration problem, and they are fixed by different people.
⚠ No amount of permission granting will reveal a disabled module. If the module is off, the permission is irrelevant.
A selection will not stick, or a wizard will not advance
| What it is | What to do |
|---|---|
| The list is paged, and Previous/Next moved you to another page | A selection does not survive paging. Search for the item instead of paging to it |
| The advance button is not visible | On the facility step, Continue appears only once something is selected — its absence means nothing is selected |
| You are looking for "Next" to continue | On a paged picker, Previous/Next move through the list. Continue is the button that advances |
The screen opens but is empty
| What it is | What to do |
|---|---|
| You are in a different tenant or facility from the one the records were created in | Check the scope selector. Scope comes from your session, not from anything you type |
| Nothing has been created yet | Confirm with someone who would know before assuming a fault |
| A filter above the list is excluding everything | Clear filters; some screens remember your last selection |
⚠ This is the single most common false alarm. Records are created in the tenant and facility you were signed in to. A record created in the wrong scope has saved perfectly well — you are simply not looking where it is.
A dropdown is empty or missing an option
| What it is | What to do |
|---|---|
| The list depends on an earlier choice you have not made | Fill the fields above it first — departments filter units, job roles and levels together determine grades |
| The option was created at an ownership level you cannot see | Reference data is owned by a facility, a tenant or a country — never platform-wide. Recreate it at the right level |
| It is a Global-owned row and you are trying to edit it | Global rows are shared with every tenant and are read-only from a tenant. Create your own instead |
An action is refused
The message tells you which of these it was, and each is fixed by a different person:
| What you are told | What it means |
|---|---|
| You do not have permission | Your role lacks it |
| Required permission is missing | It is not granted in any of your roles |
| Access is outside your assigned scope | You hold the permission, but not for this facility or unit |
| The patient is not visible in this workspace | The patient exists but belongs to another tenant/facility — you are in the wrong workspace |
| You do not have patient access for this resource | You are in the right workspace but need a grant to that patient's record |
| Policy denied this request | A policy rule refused it, beyond simple permissions |
| This feature is not enabled for your workspace | The module or feature is off |
| The user account could not be resolved | Your account is not linked to the identity the action needs |
| The authorization service is unavailable | An outage, not a permission problem — raise it with operations |
⚠ "Not visible" and "no access" are different. Not visible means you are looking in the wrong workspace. No access means you are in the right one and need a grant to that patient. Switching facility repeatedly will never fix the second.
⚠ A refusal never tells you whether the record exists. That is deliberate: a message that distinguished "no such record" from "you may not see this record" would confirm the existence of a record to someone not entitled to know it.
Something saved, then could not be found
- It was saved into a different tenant or facility — see above
- It was voided rather than deleted; many screens hide voided rows by default. Look for an "include voided" or "show retired" toggle
- A patient cannot be found by name after personal-data encryption was enabled without the one-time backfill. Searching by identifier still works. This is an operations task
Nothing works at all, for everybody
That is an outage rather than a configuration problem — most often the authorization service being unreachable. Raise it with operations rather than changing roles or settings.
When it really is a defect
Report it with: who (the role, not the person's name), where (the screen and what you were doing), what you expected, and the exact message. The message matters most — as the table above shows, the wording is what separates causes that look identical.
⚠ Please do not include patient details in a bug report. The record id is enough for anyone investigating, and it does not spread clinical information into ticket systems.