Visit troubleshooting
Useful information to help with visit troubleshooting.
By Cameron and 2 others3 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 visitWhy case details or case files may not be visible on a visit and how to adjust download settings and user permissions to restore access.
- Unable to log out of a visitDiscover the most common reasons a visit cannot be ended, including incomplete activities, outstanding visits, permission settings, and tenant configuration restrictions.
- Address location showing incorrectlyTroubleshoot incorrect address locations in the mobile app by checking service user details, postcode information, and GPS coordinates.
- Issue scanning QR codeFind out why a QR code may not scan correctly for a visit and how client start dates can affect QR code activation.
- Visit not showing activitiesTroubleshoot missing visit activities by checking visit allocation times, care plan links, and custom activity schedules.
- Unable to view 24-hour visits24-hour visits may not appear in the visit list if the selected date filters do not cover the full duration of the visit.