Troubleshooting

Common problems in the Medipal web app, grouped by area, with the most likely cause and what to do. Each feature page ends with its own, more specific list.

Signing in

Symptom	Likely cause	What to do
"Invalid credentials" with a correct password	The account is disabled, or a password change was forced	Ask an administrator to check the account under Admin Panel → Access → Users.
The one-time code is rejected	Phone clock out of sync, or an old code	Wait for the next code; check the authenticator app's time settings.
Microsoft sign-in returns to the login page	No Medipal account matches the organisation email	Ask an administrator to create the account or enable directory-driven accounts.
Signed out unexpectedly	The session was revoked or expired	Sign in again; if it repeats, check Current Sessions with an administrator.

Permissions

Symptom	Likely cause	What to do
A menu entry or tab is missing	Role lacks the read scope for that area	Review the role's scope matrix. See Users, Roles & Scopes.
A button is greyed out with a "no permission" tooltip	Missing write, delete or manage scope	Grant the scope, or ask an administrator.
Can view but not edit a questionnaire	Folder permission is viewer	Ask the folder owner to change the permission. See Folders & Configuration.
Cannot see a folder that a colleague can	No permission on that folder or its parents	Ask the owner to add you as a member.

Questionnaires and patients

Symptom	Likely cause	What to do
A patient does not receive a questionnaire on the phone	Enrollment pending consent, schedule not started, or device inactive	Check the enrollment status and calendar on the patient page; check the device status.
The questionnaire preview is blank	The selected engine failed to load, or the browser blocks embedded content	Reload; try another engine version in the questionnaire configuration; see Questionnaire Engine troubleshooting.
Changes to a questionnaire are not visible to patients	The questionnaire has not been published, or enrollments use an older version	Publish a new version and re-enroll or update enrollments. See Versions & Publishing.
An anonymous link says the questionnaire is not available	Outside the link's start and end dates, or the version was unpublished	Adjust the dates or regenerate the link. See Anonymous Questionnaires.
Scores are missing on submissions	The questionnaire has no scoring variables, or the function has an error	Check the variables and functions in the designer; run the simulation. See Logic, Variables & Scoring.
Pairing QR code does not open the app	The app is not installed or is outdated	Install or update the app; use the manual code. See Patients & Devices.

Automation

Symptom	Likely cause	What to do
A workflow never runs	Disabled, or its filters do not match the event	Enable it; compare its filters with an event listed under Admin Panel → Events.
A workflow run failed	A node's input mapping or a plugin credential is wrong	Open the run, read the failing node's error, fix the mapping or the vault entry.
A webhook is not delivered	Endpoint unreachable, disabled webhook, or event type not selected	Check the delivery log's response and error; enable the webhook; review event types.
A plugin action fails with "unresolved reference"	The vault entry is missing or disabled	Create or enable the entry. See Vault.
Events pile up as Pending on the Events page	The target endpoint or plugin is slow	Fix the target; entries are retried automatically and can be retried by hand.

Analytics and clinical data

Symptom	Likely cause	What to do
A chart is empty	No data matches the date range or filters	Widen the range, clear filters, check that the dataset points at the right questionnaire.
"No dashboard available for this questionnaire"	No dashboard is linked	Run the dashboard wizard from Results → Charts. See Analytics.
Dataset columns are out of date	The questionnaire changed after the dataset was generated	Refresh the dataset.
"Search EHR" is disabled	No clinical source is connected	Ask an administrator. See Clinical Sources (EHR).
Linking a patient to the EHR fails	Expired credential or unsupported search field	Rotate the credential in the Vault; search by name and date of birth.

AI Assistant

Symptom	Likely cause	What to do
The assistant button is missing	Not enabled on the instance or missing AI rights	Ask an administrator.
The assistant refuses to change a questionnaire	The questionnaire is published	Create a new version.
The connection stalled	No response from the server	Send the message again. See AI Assistant.

Getting help

When reporting a problem to your Medipal contact, include the page you were on, the time, the name of the questionnaire or patient involved, and the exact message shown. For workflows and webhooks, include the run id or delivery id from the admin panel; they identify the exact execution without exposing any data.