This article covers the most common issues experienced when submitting forms in Access Care Planning. Work through the relevant section before raising a support case.
Form will not save
If clicking Save or Submit does not complete the action, check the following:
Mandatory fields not completed: If any field marked as required has not been filled in, the form will not submit. Scroll through the entire form and look for fields highlighted in red or marked with an asterisk. Complete all required fields before attempting to submit again.
Conditional field not visible but still required: A conditional rule may be hiding a required field that still needs a value. If the form displays a validation error but no field appears to be missing, check whether any conditional logic is in place on the form by reviewing the form settings in Configuration > Forms. Contact your Tenant Administrator if you cannot identify the blocking field.
Session has timed out: If the page has been open for a long period without activity, your session may have expired. Save a copy of any data you have entered, refresh the page, log back in, and re-enter the form.
Browser issue: Try clearing your browser cache or switching to a different supported browser. Access Care Planning is optimised for Google Chrome and Microsoft Edge.
Mandatory field appears complete but is still blocking submission
This is most commonly caused by one of the following:
Whitespace in a text field: A field may appear filled but contain only spaces. Click into the field, select all, delete the content, and re-enter it.
Dropdown or radio button not properly selected: In some cases, clicking a dropdown option does not register correctly. Click elsewhere on the page, then return to the field and reselect the option.
Date field format: Date fields require values in the correct format. Ensure the date is entered using the date picker rather than typed manually.
Conditional rule conflict: A form condition rule may be assigning a required value to a field that conflicts with user input. If the issue persists after re-entering the data, raise a support case and reference the form name, field name, and the value you entered.
Internal server error on form submission
If you see an internal server error message when submitting a form, the submission has not been saved. Do not close the form or navigate away.
Note the time of the error and the name of the form.
Try submitting again once. If the error recurs, stop and raise a support case before attempting further submissions.
If the form has data that cannot be re-entered, take a screenshot of the completed form before closing the browser.
📌 Note: When raising a support case for an internal server error, include the form name, service user name, the time the error occurred, and your ACP server version. This information is needed to investigate the server logs.
Form has disappeared after submission
If a form is no longer visible on the service user record after it appeared to save or submit successfully, work through these steps in order.
Step 1 - Check the Drafts panel
Open the service user record and look for the Drafts panel. If the form appears there, the submission was not completed and the data was saved as a draft. Open the draft and complete the submission. Note that drafts are automatically removed after 90 days.
Step 2 - Check your role permissions
If the form was submitted from the mobile app during a visit, it will not appear on the web interface if the submitting user does not have Edit permissions on the Case entity. A Tenant Administrator can check and update role permissions via Configuration > Services > Roles. See Amend role based access for steps.
Step 3 - Check whether the visit was linked to a case
Forms submitted during a visit that is not associated with a case file will not appear on the web interface. This is expected behaviour.
Step 4 - Check whether the section still exists
Go to Configuration > Services > Sections. Confirm the section is present and the form is still associated with it. If the section or the association has been removed, raise a support case immediately. Do not attempt to recreate the section, as this will not restore the submissions. The underlying data may be recoverable by the Support team.
Step 5 - Check the History tab
Open the service user record and select History from the left-hand panel. This log records form submission events, edits, and deletions. If the form appears in History with a deletion event, note the timestamp and the user who performed the action and include this in your support case.
⚠️ If none of the steps above locate the form, raise a support case via the Access Digital Assistant. Include: service user name, form name, section name, approximate submission date and time, and the user who submitted it. The underlying submission data is not permanently destroyed and may be recoverable by the Support team.
Submitted form data appears in the wrong field or section
If a form has been submitted and the data appears in unexpected fields — for example, a response intended for one field is showing in a different field, or a score appears incorrect — this is a configuration or versioning issue in most cases, not data corruption.
Check whether the form was edited after submission. If a form definition is edited after submissions have been made, existing submissions use the version of the form that was active at the time of submission. The field layout visible to you when you open the submission may not match the version the person completed. This is expected behaviour. To confirm, check the form version history in Configuration > Forms.
Check whether the form has an automation rule that edits fields on submission. If an automation rule is configured to edit or duplicate the form, it may overwrite field values on submission. Go to Configuration > Services > Automation and check whether any rule uses this form as a trigger and includes an Edit Form or Update Case Field action. If a rule is found, review its field mappings to confirm they are correct.
Check whether the field component IDs in any form rules are still valid. If the form has calculate or conditional rules and any fields have been renamed or removed since the rules were created, the rule may map data to the wrong output field. Open the form in Configuration > Forms and verify the component IDs in the rules match the current fields. See Form condition rules for how to identify and fix rule mismatches.
When to raise a Support case for a datafix. If the data is confirmed to be on the server but in the wrong location and cannot be corrected by editing the submission, a datafix may be required. This means the Support team manually corrects the data at the database level. This cannot be done by Tenant Administrators. To request a datafix, raise a support case via the Access Digital Assistant and include the following:
The service user name and the form name
The submission date and time
Which field contains the incorrect data and what the correct value should be
Whether the form has been edited or any automation rules run against it since the submission
📌 Note: Do not edit the submission manually to move data between fields unless you are certain of what was originally entered. Editing a submitted form creates a new form version event in the History log and may make it harder for the Support team to identify the original submission state.