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Troubleshoot audit and activity history

Activity Logs or Audit History is unavailable

Confirm that you are in General Administration with access to the selected client or site. Activity Logs and Site Audit require one specific site. Client Audit appears only when the client-level action is available to your role. Record Change History requires access to the source administration grid and selected record.

Activity Logs is empty

The first AllBox is selected automatically when devices are available. Clear or change that filter, widen both date-time values, clear Activity Type and Search, and select Apply. The AllBox list includes only site configurations with a device identifier; if none exist, device activity cannot be selected through this view.

Then confirm the source device reported activity to the selected site. A device can be configured but have no events in the chosen period.

I cannot find activity from another AllBox

Clear the default AllBox selection to search across the site's device identifiers. If the device is not listed, verify its AllBox configuration, site, and device identifier. Similar display names do not combine different identifiers.

Search does not find a Unique Id or Parent Unique Id

Activity search matches Description only. Clear Search, filter by AllBox, activity type, and time, then visually locate or sort the Unique Id and Parent Unique Id columns.

The activity sequence looks out of order

Sort Created Date explicitly. Then correlate Unique Id and Parent Unique Id, because interleaved calls and workflows can produce adjacent events from different sessions. Verify the site's configured time zone before comparing with provider logs.

Confirm you are authorized to access the recording and that the link is complete and still within its retention period. Check popup or new-tab restrictions, network access, authentication, provider availability, and recording policy. Do not forward the URL through an unapproved channel.

Audit History is empty

Reset Search and Source and restore or widen the From and To dates. Both dates must be present for the date range to apply. Confirm that the correct history scope was opened: Client Audit, Site Audit, and Record Change History are not interchangeable.

The audit system shows supported recorded events. A missing row can mean the action occurred outside the selected scope, predates available history, was performed by an integration that did not write this audit event, or changed a related record stored under another source.

Search does not find a user or changed value

Audit search matches stored summary, source label, source type, and action—not the User column or every field-level old and new value. Narrow by Source and date, then scan the user and summary. Open multi-change Details to inspect its fields.

The user is blank

No creating user was attached to that audit event. This can occur for system, integration, migration, or older activity. Use the source, exact time, related identifiers, application logs, and surrounding audit entries to investigate; do not assign responsibility solely from proximity to another user's event.

The source or value looks technical

TEKControl converts recognized entity types and relationships to friendly labels. When a related record was deleted, cannot be loaded, or has no usable name, a stored type or identifier may remain. Preserve that value because it can help support locate the original entity.

The eye action is missing

Details opens only for events with more than one stored change. A single change is written into Summary, while an event with no field rows may contain only a workflow summary.

A deleted record must be restored

Audit History is read-only and has no restore action. Capture the deleted record's audit entry and details, identify dependent records, and follow the approved recovery or recreation procedure. Do not edit audit tables or recreate identifiers manually from the UI without validating relationships and downstream integrations.

The displayed time differs from another system

Site-associated audit and activity dates are displayed in the site's configured time zone. Audit events without a usable site time zone display UTC. Record the displayed time zone, compare it with the external system's zone, and account for daylight-saving transitions before correlating events.