Troubleshoot platform settings¶

Platform Settings is unavailable¶

These controls are intended for platform administrators. Confirm your role and that you are using General Administration rather than a site-specific end-user settings page.

Branding does not appear on the expected URL¶

Reopen the record and compare the complete Site URL with the browser host, scheme, port, reverse-proxy route, DNS, and certificate. The editor does not validate uniqueness or reachability. Clear browser cache only after confirming the server selected the expected branding record.

A branding link looks reversed¶

The current grid can display title and URL under opposite headings. Verify the original input values and test the published destination. Remove and re-add the link if its stored values are actually reversed.

When enabled, Save requires identity-provider ID and URL, certificate, and Username, Role, First Name, and Last Name claim keys. Compare the downloaded metadata with the identity-provider application, certificate and expiration, entity IDs, callback URLs, signing requirements, and exact claim names. Keep a tested recovery administrator path.

A logo or certificate did not change¶

Selecting a file uploads it into the current editor session; the main Save persists it. Reopen the record. If other branding fields changed but the asset did not, treat it as a possible partial save and retry only the validated asset.

A report is missing from the portal¶

Confirm Active, Display in Portal, a real Module, and the user's association through client, account, region, branch, or site. Verify the site has the module and the user has report permission. A report saved with no associations can be unavailable to ordinary users.

A report template fails at runtime¶

The editor stores but does not validate the uploaded file. Confirm template type and version, required data source and parameters, filename, module, and report-engine compatibility. Test the retained source file outside production and restore the previous approved version when necessary.

A maintenance notice is not visible or will not deactivate¶

Saving Notes stores the record, but the current Active checkbox is not persisted by this form. Verify actual publication state through the approved release or support process. The RSA and Crypto test controls do not publish or validate the notice.

Voicemail uses the wrong message¶

Confirm exact phone-number format, provider routing, destination ownership, duplicate or legacy entries, and cached telephony configuration. The editor does not test routing or pronunciation. Place a controlled call after saving.

A central station cannot register or has one-way audio¶

Verify SIP domain, username, password, TCP or UDP selection, signaling port, RTP minimum and maximum, firewall, NAT, certificate or provider policy, and advertised address. One-way audio normally points to media routing or RTP configuration rather than the welcome message.

Central-station site assignments changed unexpectedly¶

Close and reopen the dialog for the one station being edited because selections can persist while switching records. Recheck the owning client and every site. Saving replaces all prior site-assignment rows; an error can leave partial coverage.

A dynamic panel is blank or errors¶

Confirm the query returns the exact number and types of columns required by its Chart Type. Verify all four token spellings, especially $Todate$ , and ensure expected table aliases exist. Test an empty data set, one row, null values, and the largest authorized scope.

A dynamic panel exposes the wrong data¶

Disable access by narrowing or removing assignments through an approved correction, then review the query's $ClientSiteRestriction$ , joins, and direct identifiers. Visibility assignments alone do not enforce row-level filtering. Preserve the prior query and audit evidence and treat unintended disclosure according to the security incident process.

Saving reports or dashboards changed only part of the configuration¶

The main report or panel can save before old assignments are deleted and new ones created. Reopen it, compare metadata or query and every association with the approved change, and correct the complete selection. Do not assume an error rolled back the first step.