This article covers the most common causes of Live View not displaying correctly, including a black or blank screen, activity description formatting errors, and performance issues on the case files visits page.

If Live View opens but shows a black screen or loads with no content visible, work through these checks before raising a support case.

Check 1 — Clear your browser cache and reload. Live View is a real-time map and data view that relies on the browser rendering live content. A stale cached version of the page can prevent it from loading correctly. Clear your browser cache, close and reopen the browser, and navigate to Live View again.

Check 2 — Check the zoom level. Live View can render as a black screen if the browser zoom is set above or below 100%. Reset your browser zoom to 100% (Ctrl+0 on Windows, Cmd+0 on Mac) and refresh the page.

Check 3 — Check whether Live View is enabled in tenant preferences. Go to Configuration > Tenant > Preferences and confirm Show Live View is set to Yes under Navigation preferences. If it is disabled, Live View will not display for any user.

Check 4 — Check your session state. If your session has timed out or the page has been open for a long time without activity, Live View may stop refreshing correctly. Log out and back in and attempt to open Live View again.

Check 5 — Check browser compatibility. Live View is supported in current versions of Google Chrome, Microsoft Edge, and Firefox. If you are using an older or unsupported browser, upgrade to a current version.

If Live View continues to show a black screen after completing all five checks, raise a support case via the Access Digital Assistant. Include your browser type and version, the server version, and a screenshot if possible.

If activity descriptions in Live View are showing incorrectly — for example, showing raw formatting characters, displaying the wrong text, or appearing blank despite activities being completed — this was a known display bug resolved in ACP Server 8.2.8 (ADO 1831338).

The issue caused activity description text to be rendered incorrectly in the Live View activity panel. If you are on a server version below 8.2.8, this fix has not yet been applied. Contact your Account Manager to confirm when your environment will be updated to 8.2.8 or above.

If you are already on 8.2.8 or above and still seeing incorrect activity descriptions in Live View, raise a support case with the activity name, service user name, and a description of what is displaying versus what is expected.

If the visits page within a service user's case file is loading slowly, timing out, or affecting overall system performance when navigating between service user records, this is a known performance issue currently being addressed.

A fix is planned for ACP Server 8.2.10, scheduled for April 2026 (ADO 2162716). This fix addresses performance issues specifically on the case files visits page where a large number of visit records are causing slow load times.

In the meantime, the following may help reduce the impact.

Use the date filters on the visits page to limit the range of records displayed rather than loading all visits at once.

Avoid keeping multiple case file visits pages open in separate browser tabs simultaneously, as this increases the server load per session.

If the performance issue is causing significant operational impact before the 8.2.10 fix ships, raise a support case so the team can prioritise accordingly. Include the service user name and a description of the typical load time you are experiencing.

Live View displays visits based on the logged-in user's role and branch permissions. If a Tenant Administrator or Branch Administrator is not seeing all expected visits in Live View, check the following.

Branch Administrators will only see visits for service users within their assigned branches. If visits for a specific service user are not visible, confirm the service user's record is assigned to one of the Branch Admin's branches.

Tenant Administrators will see visits across all branches in the tenant. If certain visits are not appearing, confirm the visit exists on the web console by checking the service user's Visits tab directly.

Live View refreshes on a polling interval. If a visit was very recently started or ended, allow 30 to 60 seconds for it to appear or update in Live View.

A known open defect (ADO 2076149) affects the branch filter in Live View for users with RBAC branch-level restrictions in certain configurations. This is targeting ACP Server 8.2.10. If you are seeing incorrect filtering behaviour on the Live View branch filter, raise a support case referencing this issue.