Troubleshooting
Symptoms, likely causes, and fixes for the problems people hit most often.
Signing in
"Sign in with SSO" is not on the sign-in page. SSO is not enabled for your deployment. Contact your Optimal Workforce representative.
I enter my email for SSO and nothing happens. Your email domain is not registered, or the provider has been disabled. Your organization owner registers it under Manage Tenant → Single Sign-On. See Single Sign-On.
Microsoft rejects my sign-in. You are not assigned to the Optimal Workforce application in Microsoft Entra. Your IT team assigns users and groups under the Enterprise Application's Users and groups.
My invitation link does not work. Invitations expire after 7 days. Ask for a new one from the team's Members page.
I signed in but I cannot see any data. Expected if you arrived through SSO. You have joined the organization as a viewer, which gives you the organization roster and nothing else. You need a team invitation. See Teams and Members.
Access and visibility
A colleague can see a page I cannot. A role difference. Compare your team role on /home/<team>/members and your organization role in Manage Tenant → Members. See Administration.
"Manage Tenant" is missing from my sidebar. You do not have an organization membership. An organization owner or admin adds you under Manage Tenant → Members. If you have just been set up as the first owner of a new organization, contact your Optimal Workforce representative.
The Single Sign-On tab is missing from Manage Tenant. It is owner-only. Organization admins do not see it.
The Integrations tab is missing from Manage Tenant. It requires owner or admin. Viewers do not see it.
"Data Editor" is missing from the team sidebar. The team has no data source connected. See Data Sources.
Connecting a data source
The connection test fails.
| Message | Cause |
|---|---|
| Authentication rejected | Credential mistyped, or rotated at the vendor |
| Host not found | Wrong base URL or company subdomain |
| AxisCare site number rejected | A full URL was entered instead of the site number |
| GoldCare returns nothing | The base URL points at the web application, not the FHIR endpoint |
See Vendor Reference.
It connects, but the regions are unfamiliar. The credentials point at a different instance or account. Stop and verify before continuing — everything downstream depends on this.
I cannot add a second data source. A team has exactly one. Switching replaces the existing configuration. If you genuinely need both, use two teams.
CSV upload
| Problem | Fix |
|---|---|
| Region overlap detected | The same postal area appears in two regions. Each belongs to exactly one. |
| Duplicate geographic identifier | The same area appears twice. Combine the rows. |
| Non-numeric value in a metric column | Remove text, symbols, and thousands separators. Use 0 rather than a blank cell. |
| Missing required column | The file has no region column or no geographic identifier column. |
| Garbled characters | Re-save as UTF-8. |
| My Excel file will not upload | Only .csv is accepted. Use Save As → CSV UTF-8. |
| The personal information warning fired | Go back and remove the flagged columns. Do not proceed. |
Data looks wrong
The dashboard shows numbers I do not recognise. Check, in this order: the data freshness indicator, then the sync history on /home/<team>/integrations. A sync that failed days ago leaves the old data showing, so a stale dashboard looks like a working one.
Areas do not appear on the map. The identifiers are not valid Canadian forward sortation areas. Check for typos, full postal codes that were not truncated, or non-Canadian codes.
A region has almost no employees. Usually your source system records staff against a head-office address rather than where they work. That has to be fixed at source.
Areas with one or two clients. Almost always mistyped postal codes. See Understanding Your Data.
Totals do not match my source system. The area selection during setup was too narrow or too broad. Re-run the connect wizard.
My CSV data has not updated. CSV data changes only when someone uploads a new file. Nothing refreshes it automatically.
Alerts
I am not receiving alert emails. Check three things, in this order:
- Your personal alert email preference in team Settings.
- Whether email notification is enabled on the alert itself, and which address it targets.
- Whether the alert is enabled at all.
I am receiving too many alerts. The thresholds are too tight, or the scope is set to individual postal areas rather than regions. Widen the range and start at the region level. See Alerts.
An alert has been in violation for weeks. That is a structural problem, not a notification problem. It is a candidate for rebalancing.
Optimization
| Symptom | Cause and fix |
|---|---|
| "No caseload data available" | The team has no data source, or it has never synced successfully. |
| "At least one feature must be selected" | No objective metrics were chosen. |
| "Already in progress" | One run at a time per team. Wait for it or cancel it. |
| Job timed out | A run that does not respond within 10 minutes is marked timed out. Reduce iterations and retry; if it recurs, contact support. |
| Almost nothing moves | Your regions are already close to balanced on the metrics you chose. |
| Everything moves | The objectives conflict, or contiguity was not enforced. |
| Regions in disconnected pieces | Contiguity was off. Re-run with it on. |
| The result improves a metric I do not care about | The weighting does not reflect your priorities. |
Reports
Report generation failed. Open the report; the detail page shows the reason.
The trends report says there is not enough history. Trend reporting needs at least a couple of days of daily snapshots. A newly connected team has to wait.
I cannot generate an optimization report. You need a completed optimization run to report on.
Someone cannot download a report I generated. Access is checked against team membership on every download. They need to be a member of the team that owns the report.
Willow
Willow's answer looks wrong. Go and check the underlying view — the dashboard, the Data Editor, or the run detail. Willow is a way to find where to look, and it can misread a question.
My colleague cannot see my conversation. Conversations are private to the person who created them, even within a team. Copy the answer to share it.
Still stuck
See Support for what to include when you contact us.