Troubleshooting missing data, invisible changes, and recovery options

Troubleshooting missing data, invisible changes, and recovery options

Overview

Use this article when data appears missing, a client says they submitted information but you cannot see it, or a form seems to have been overwritten.

Common causes

• The user is looking at the wrong client, case, or workspace.
• The case type was changed by creating a new case.
• The client has not submitted or saved the section yet.
• Data was entered into a different family member section.
• A CSV import did not map a column.
• Multiple browser tabs were open for the same case.
• The case status prevents client access or editing.

First checks

1. Confirm the client and case name.
2. Confirm the workspace.
3. Check the case type.
4. Review the questionnaire section directly.
5. Check View History if available.
6. Ask the client when they submitted the information.
7. Check whether another staff member edited the same section.

Multi-tab caution

Avoid editing the same client's questionnaire in multiple browser tabs. If one tab has older data and saves after another tab, it may overwrite newer changes.

Recovery options

If View History is available, use it to see what changed, who changed it, and when. If a recovery button is available, recover the prior answer. If not, contact support with the case ID, section name, approximate time of change, and user email.

What to send support

Send:

• Case ID.
• Client name.
• Field or section missing data.
• Screenshot.
• Approximate time the data was last visible.
• Whether multiple tabs or users were editing.