Common questions

Troubleshooting and support: start with the record and the message; help. This is chapter 41 of the NormaQMS User Guide.

Start with the record and the message

If a save or transition is refused, read the error and the record's checklist before retrying. Check that the page still represents the latest state. Another person may have acted since you opened it. A disabled control, missing control, and failed submit can have different causes.

Symptom	Check and response
Organization or record not found	Confirm signed-in email, organization, unit membership, and external-grant scope; clear filters before recreating anything
Module missing from sidebar	Check More, personal pins, roles, and plan access; ask the administrator if access is needed
Locked module after payment	Reload and inspect Billing; provide support the organization and purchase context if it persists
Signature rejected	Check password, named approver, current revision, and decision meaning; an author cannot approve their own revision
File replacement blocked	A signature or lifecycle state may have frozen the revision; create the next revision for changed content
Send for review unavailable	Attach the file and add at least one approver
Mark approved or Make effective refused	Check every required approval and the user's authority; one missing or negative approval blocks the gate
Document review due unexpectedly	Check effective date, review interval, and latest periodic review; finish any open revision
Training changed to Due	Inspect the new effective revision and training-impact decision; complete the current requirement
A current training count differs by user	Compare department visibility, active people, requirements, and report definitions
Calibration date did not advance	Fail does not advance last-good date; inspect the result, date, and interval
NC will not close	Disposition, rework or repair verification, or CAPA decision is missing
CAPA remains open after actions finish	Record implementation and Verify by, then perform effectiveness verification
CAPA reopened after verification	Not effective intentionally returns it to In progress; record the next implementation and check
Production release blocked after reinspection	A Fail blocks until a nonconformance raised from that row is Closed; a later Pass does not cover it
Certificate recorded but the person is still refused	The qualification is Pending acceptance, expired, revoked, or not tagged to the Traveler qualification
Tablet refuses a sign-off	Read the message: hold, qualification, missing check, failed characteristic, gage, or count; chapter 21 lists each with its way out
Job cannot be released in Traveler	The router was withdrawn, or no router is released; cancel and recreate on the current router
Inspection plan will not release	Check product reference, revision, and at least one characteristic
Change will not submit or approve	Check all impact domains and notes, implementation plan, and effectivity
Complaint or event will not close	Follow its specific checklist; check reportability reference or exclusive notification alternatives
Management review will not close	Populate every input area and decisions; verify seeded text was actually reviewed
Import count differs from pasted rows	Inspect errors and duplicate rows defaulted to Skip; only eligible write actions count
Deployment or update refused	Check open revisions, stale preview, required variables, pack publication, and practice access
Supplier or auditor cannot enter	Match invitation email, acceptance, expiry, revocation, and the correct external portal
CSV appears empty	Clear filters, confirm the selected register, and review the pack README for omitted modules
Unsaved draft did not return	Recovery is limited to supported forms, browser storage, and seven days; files and passwords are excluded
Chain does not verify	Preserve the reference, exported evidence, and error; escalate before relying on that chain

Help

Open Help for searchable module, record, account, billing, and troubleshooting articles. The public Help area and in-app Help can provide the same topic content in different navigation contexts. Use the article title or support topic identifier when available.

For a workflow question, open the relevant Help article from the profile menu. The article explains the task, the surrounding workflow, and the related modules. If an action produces an error, record the module, record reference, action attempted, exact error text, approximate time, browser, and whether the issue affects one user or several. Note what you expected and what happened.

The public site also includes product information, account entry points, Help, educational blog articles, verification, and the token-protected Passport. Educational articles do not change your shop's approved instructions or create records in its QMS.

In the user guide

This article is chapter 41, "Troubleshooting and support", of the NormaQMS User Guide (NORMA-UG-001), which is under Help > User guide. Chapter numbers in the text refer to that guide.