Common Issues

This page covers common issues that users may encounter while using Diver Dash and provides step-by-step solutions.

Login Problems

Issue: "Invalid Credentials" Error

Possible Causes:

• Incorrect email or password

• Caps Lock is on

• Account has been deactivated

Solutions:

1. Double-check that you're using the correct email address

2. Ensure Caps Lock is off

3. Click "Forgot Password" to reset your password

4. If you still can't log in, contact your administrator to verify your account status

Issue: "Account Locked" Message

Possible Causes:

• Too many failed login attempts

Solutions:

1. Wait 30 minutes for the account to unlock automatically

2. Contact your administrator to manually unlock the account

3. Use the "Forgot Password" link to reset your password

Calendar and Scheduling Issues

Issue: Cannot See All Scheduled Sessions

Possible Causes:

• Calendar filter is active

• Permission issue

• Session was scheduled for a different location

Solutions:

1. Check for active filters at the top of the calendar (clear all filters)

2. Verify your location setting in the top-right dropdown

3. Check that you have the appropriate role permissions for viewing all sessions

Issue: Unable to Schedule a New Session

Possible Causes:

• Time slot conflict

• Missing required information

• Resource availability issue

Solutions:

1. Check for overlapping sessions with the same instructor or facility

2. Ensure all required fields are completed

3. Verify that the needed equipment and resources are available

4. Check instructor qualifications for the specific course type

Student Management Issues

Issue: Cannot Find a Student in the System

Possible Causes:

• Student record exists under a different spelling

• Student is not in the system

• Search filter is limiting results

Solutions:

1. Try searching by phone number or email instead of name

2. Clear any active filters

3. Check for alternative spellings or name variations

4. If the student is truly new, use the "Add New Student" button

Issue: Student Progress Not Updating

Possible Causes:

• Session was not marked as completed

• Attendance was not recorded

• Synchronization delay

Solutions:

1. Open the session and verify it's marked as "Completed"

2. Check that the student's attendance is marked as "Present"

3. Manually update the student's progress in their profile

4. Refresh the page or log out and back in

Financial Management Issues

Issue: Invoice Shows Incorrect Amount

Possible Causes:

• Discount not applied

• Additional services added automatically

• Tax calculation error

Solutions:

1. Check the line items for unexpected additions

2. Verify discount was properly applied

3. Confirm tax settings are correct for your location

4. Use the "Edit Invoice" function to make corrections

Issue: Payment Not Showing as Received

Possible Causes:

• Payment was recorded against a different invoice

• Payment was recorded but not applied

• Synchronization delay with payment processor

Solutions:

1. Check the Payments register for the transaction

2. Verify the payment was applied to the correct invoice

3. Check if the payment is in "Pending" status

4. Manually apply the payment to the invoice if needed

Equipment Tracking Issues

Issue: Equipment Unavailable for Checkout

Possible Causes:

• Equipment is already checked out

• Equipment is marked for maintenance

• Inventory count is incorrect

Solutions:

1. Check the equipment status in Inventory Management

2. Look up who currently has the equipment checked out

3. Verify maintenance schedule

4. Update inventory count if needed

Issue: Equipment Check-in Not Working

Possible Causes:

• Barcode scanner issue

• System expects different return process

• Equipment was checked out to a different user

Solutions:

1. Try manual entry instead of scanning

2. Verify you're checking in from the correct checkout record

3. Check if equipment was reassigned to another user

4. Use the "Forced Check-in" option if necessary

Reporting Issues

Issue: Report Shows No Data

Possible Causes:

• Date range is too narrow

• Filters are too restrictive

• No data exists for the selected criteria

Solutions:

1. Expand the date range

2. Remove or loosen filters

3. Check that data exists for the report type requested

4. Verify you have permissions to see the requested data

Issue: Export Failed

Possible Causes:

• Report is too large

• File format issue

• Browser blocking downloads

Solutions:

1. Narrow the report scope to reduce size

2. Try a different export format (e.g., CSV instead of PDF)

3. Check browser download settings

4. Disable any download-blocking extensions

Technical and Performance Issues

Issue: System Running Slowly

Possible Causes:

• Browser cache issue

• Too many tabs open

• Network connectivity problems

• Large data set being loaded

Solutions:

1. Clear browser cache and cookies

2. Close unnecessary tabs and applications

3. Check your internet connection speed

4. Add filters to reports or lists to reduce data load

Issue: Features Missing or Appear Different

Possible Causes:

• Recent system update

• Role permissions changed

• Using an outdated browser

Solutions:

1. Check system announcements for recent updates

2. Verify your user role and permissions

3. Update your browser to the latest version

4. Try a different supported browser

Getting Additional Help

If you've tried the solutions provided and are still experiencing issues:

1. Click the "Support" button in the bottom-right corner

2. Check the Knowledge Base for more detailed articles

3. Submit a support ticket with details of your issue

4. For urgent matters, contact support by phone at 1-800-DIVE-HELP