Visit troubleshooting
Useful information to help with visit troubleshooting
By Lucy and 1 other2 authors11 articles
Visits not showingIn this article, we explain why your visits aren't showing and how you can resolve issues.
Visit records, activities, and care notes not showing — triage guideA triage guide for Tenant and Branch Admins to distinguish between sync delays, integration lag, and genuine data loss for visit records, activities, and care notes — covering when data…
Why a carer cannot check in or end a visitA troubleshooting guide for Tenant and Branch Admins covering the most common reasons a carer cannot start or end a visit on the ACP mobile app, including time windows, required…
Why activities are not appearing at the point of visitA step-by-step guide for Tenant and Branch Admins on why activities are not appearing for a carer during a visit on the mobile app, covering care plan configuration, role permissions,…
Live View troubleshooting — black screen and display issuesTroubleshooting guide for Live View display issues including black screen, activity description errors, and performance problems on the case files visits page.
Unable to see case details on a visitIn this article, we explain why you may not be able to see case details and the associated case on a visit and how to resolve this.
Unable to log out of a visitIn this article, we explain why carers may not be able to log out of a visit.
Address location showing incorrectlyIn this article, we explain why the address is showing incorrectly on the mobile app.
Issue scanning QR codeIn this article, we explain why you may not be able to scan a QR code to start a visit.
Visit not showing activitiesIn this article, we explain why visits aren't showing against a visit and how to resolve this.
Unable to view 24-hour visitsIn this article, we explain why you are unable to see 24-hour visits from the services users visit page.