Common Issues & FAQ

This article covers the most frequently encountered issues in the admissions system and their solutions.

Forms

Public form not loading

Symptoms: Families report a blank page or error when accessing the form URL.

Possible causes and solutions:

1. Form is not published -- Go to the Forms page and ensure the form status is "Published". Unpublished forms return a 404 error.
2. Form URL is incorrect -- Verify the URL follows the pattern /f/{hash}/{slug}. Share the exact URL from the form's share/copy link feature.
3. Enrolment year is inactive -- If the form is scoped to an enrolment year that has been deactivated, the form may not load. Reactivate the year or update the form's year scope.
4. Browser caching -- Ask the family to clear their browser cache or try an incognito/private window.

Form submissions not creating leads

Symptoms: Families submit the form successfully, but no new lead appears.

Possible causes and solutions:

1. Check the enquiry roster -- New submissions may appear in the Enquiries roster first rather than directly as applicants, depending on your workflow configuration.
2. Check the correct pipeline -- Ensure you are looking at the pipeline the form is configured to submit into.
3. Duplicate detection -- If a lead with the same email already exists, the system may have linked the submission to the existing record instead of creating a new one. Check existing leads for the family's email.

Form fields not saving data

Symptoms: Families fill out fields but the data does not appear on the lead record.

Possible causes and solutions:

1. Field mapping -- Ensure the form fields are mapped to CRM fields. See Field Mapping.
2. Field validation -- If a field has validation errors, the data may not be saved. Check the form builder for validation rules.

Leads

Leads not appearing in the list

Symptoms: You know leads exist but they are not showing in the applicant list.

Possible causes and solutions:

1. Pipeline filter -- Check which pipeline is selected in the filter bar. Leads exist within specific pipelines. Try selecting "All Pipelines".
2. Status filter -- An active status filter may be hiding leads. Clear all filters.
3. Search query -- A leftover search term may be filtering results. Clear the search box.
4. Permissions -- Ensure your user role has leads.view permission.
5. Archived leads -- The lead may have been archived. Check the archived view if available.

Lead detail page shows "Not Found"

Symptoms: Clicking a lead opens a "not found" page.

Possible causes and solutions:

1. Lead was deleted -- The lead may have been soft-deleted. Check the audit log.
2. Wrong school context -- If you recently switched between schools, the school ID context may be stale. Refresh the page.
3. Stale URL -- The URL may reference a lead that no longer exists. Navigate back to the list and re-select.

Lead data looks outdated

Symptoms: The lead detail page shows old information.

Possible causes and solutions:

1. Browser cache -- Hard refresh the page (Ctrl+Shift+R / Cmd+Shift+R).
2. Concurrent editing -- Another user may have reverted changes. Check the audit log for recent modifications.

Emails

Email template not sending

Symptoms: You trigger a send but no email arrives.

Possible causes and solutions:

1. Check spam/junk folder -- Emails may be filtered by the recipient's email provider.
2. Invalid recipient email -- Verify the email address on the lead record is correct and properly formatted.
3. Template status -- Ensure the template is in "Active" status, not "Draft" or "Archived".
4. Email service configuration -- The Amazon SES configuration may have issues. Contact your system administrator.
5. Muted notifications -- If using notification-triggered emails, check if the user has a mute period active.

Email variables showing as raw text

Symptoms: Recipients see {{first_name}} instead of the actual name.

Possible causes and solutions:

1. Variable spelling -- Verify the variable name in the template exactly matches the system variable names. Check the Template Variables Reference.
2. Missing data -- If the lead record does not have a value for the variable, it may resolve to empty. Ensure the data is populated.

Notifications

Not receiving notifications

Symptoms: You are not seeing notifications for events you expect.

Possible causes and solutions:

1. Check notification preferences -- Go to Notifications > Preferences and verify the relevant category has in-app and/or email delivery enabled.
2. Mute period active -- Check if you have a temporary mute period set. Clear it if needed.
3. Browser notifications -- For push notifications, ensure your browser allows notifications from the application.

Too many notifications

Possible solutions:

1. Adjust preferences -- Disable email delivery for low-priority categories.
2. Enable daily digest -- Switch to the daily digest to receive a single summary instead of individual emails.
3. Set a mute period -- Use the temporary mute feature during busy periods.

Performance

Pages loading slowly

Possible solutions:

1. Check your internet connection -- Slow connections affect page load times.
2. Reduce active filters -- Complex filter combinations may slow down data queries.
3. Close unused tabs -- Having many browser tabs open can reduce performance.
4. Clear browser cache -- Cached data can sometimes cause slowdowns.

Export taking too long

Possible solutions:

1. Reduce the dataset -- Apply filters to export fewer records.
2. Try a smaller date range -- Limit the export to a specific period.
3. Wait for completion -- Large exports may take several minutes. The progress indicator shows the status.

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