Common problems
Fixes for the problems people run into most often in the dashboard, such as missing data, missing menus and blocked actions.
This page collects the problems dashboard users most often ask about, with the usual cause and what to do.
Where to find it
These are general fixes. Most link to the page that covers the feature in more detail.
I can't see my data after switching organisation
Each organisation has its own activities, entries, files and tasks. Nothing moves between them.
Select your name at the bottom of the sidebar and choose Switch organisations.
Pick the organisation where you entered the data.
If you're in the right organisation but the page still looks wrong, select Refresh page in the top bar. See Getting around and switching organisation.
A menu item or page is missing
Sidebar items depend on your role and on what your organisation has switched on. If you open a page you don't have access to, you see You are not authorized for this page.
Ask your organisation admin to check your role under Settings → Roles.
Some features are add-ons and may not be enabled for your organisation.
I can see an activity but can't open it
You're not assigned to it, a reviewer for it, or a department assigner. The card says You can see this card in the catalogue, but only assigned people, reviewers, or the department assigner can open it. Ask your manager to assign you. See Finding and managing activities.
I can't choose my site when entering data
The entry form says No locations available to you. Your user has no facilities assigned. An admin can add them under Settings → Users → Manage access → Facility access.
The Publish or Submit button is greyed out
Hover over the button, or read Before you can publish. Usual causes:
No location or reporting period chosen.
A required measurement is empty.
Required evidence isn't attached.
I can't delete or edit an entry
Only drafts can be deleted.
Approved and rejected entries can't be edited. Add a new entry with the right values.
My reporting period isn't in the list
The financial year covering that date hasn't been created. Ask whoever manages Settings → Financial Year. See Locations, areas and financial years.
I keep being asked to log in again
Your session has expired. Sign in again. If it keeps happening, clear tese.io's cookies in your browser.
I'm not getting notifications
Check Settings → Notifications. For desktop alerts, your browser must allow notifications for tese.io. See Notifications.
A file won't upload
Files in Files must be PDF, Excel, Word, CSV or a common image type, up to 10MB, and you need edit access to the folder. See File manager.
Good to know
When you contact support, say which organisation you were in, the page, and the exact message you saw.
Most permission problems are solved by your organisation admin, not by tese.io support.
Common questions
Who is my organisation admin? In Settings → Users, the organisation admin has an Owner badge. If you can't open that page, ask your manager.
My colleague sees a button I don't. Why? You have different roles, or different assignments on that activity.
The page shows old information. What should I do? Select Refresh page in the top bar, or the refresh button on the page, such as Refresh activities.
Can tese.io support change my role? Roles are managed by your organisation admin under Settings → Users.
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