Troubleshooting
Reference > Troubleshooting
Troubleshooting
Solutions for common issues you may encounter while using DiverDash.
Overview
This guide covers the most frequent problems and their solutions. Work through the relevant section before contacting support. Most issues resolve with the steps listed here.
Login Problems
Invalid Credentials
If you see an "invalid credentials" error:
Confirm you are using the correct email address.
Check that Caps Lock is off.
Verify your account is active. Disabled accounts cannot log in.
Use the Forgot Password link on the login page to reset your password.
Account Locked
Repeated failed login attempts lock your account for security.
Wait 30 minutes and try again.
If you still cannot log in, contact your administrator to unlock your account.
Navigation Issues
Missing Sidebar Sections
If you cannot see certain sections in the sidebar:
Your role may not include permission to view that section. Contact your administrator for a role review.
Some sections are only visible to specific roles such as Admin or Manager.
Check that your account has the correct role assigned at Settings > Staff & Roles.
Calendar and Scheduling
Cannot See Sessions
If sessions are missing from your calendar view:
Check your active filters. A location or date filter may be hiding results.
Verify you have permission to view the calendar section.
Confirm the correct location is selected if your center has multiple sites.
Unable to Schedule
If you cannot create or edit a schedule entry:
Check for time conflicts with existing sessions.
Ensure all required fields are filled in.
Verify resource availability. Staff, boats, or rooms may already be booked.
Confirm you have scheduling permissions for the selected resource.
Client Management
Cannot Find a Client
If a client does not appear in search results:
Search by email address or phone number for a more precise match.
Clear any active filters on the client list.
Check whether the client was added under a different spelling or alias.
Data Not Updating
If changes you make to a client record do not appear:
Click Save after making changes. Unsaved edits are lost on navigation.
Refresh the page to load the latest data.
Check that another user has not modified the same record.
Financial Issues
Incorrect Amounts
If a bill or transaction shows an unexpected amount:
Review individual line items for errors.
Check tax settings at Settings > Tax Rates. An incorrect tax rate affects totals.
Verify that discounts or adjustments were applied correctly.
Payment Not Showing
If a recorded payment does not appear:
Check the payment register for the relevant date range.
The payment may be in
pendingstatus and not yet applied.Confirm the payment was saved successfully. Look for confirmation messages.
Equipment
Unavailable for Checkout
If equipment cannot be checked out:
Check the item status. It may be currently
rentedto another client.The item may be in
maintenancestatus and temporarily unavailable.Verify the item exists in your inventory and is marked as active.
Return Issues
If you cannot process an equipment return:
Verify the checkout record exists for that item and client.
Ensure the correct item is selected. Serial numbers or asset tags help confirm identity.
Check that the return date is on or after the checkout date.
Reports
No Data in Reports
If a report returns empty results:
Expand the date range. The default range may not cover the data you need.
Remove filters one at a time to identify which filter is excluding data.
Confirm you have permission to view report data. Some reports require Manager or Admin access.
Export Failed
If a report export does not complete:
Narrow the scope of the report. Large date ranges or unfiltered data sets may time out.
Try a different export format if available.
Check your browser downloads folder. The file may have downloaded without a visible prompt.
Disable popup blockers that may prevent the download dialog.
Performance
Slow System
If DiverDash feels slow or unresponsive:
Clear your browser cache and cookies.
Close unused browser tabs to free memory.
Check your internet connection. A slow connection affects load times.
Try a different browser to rule out browser-specific issues.
Features Missing or Not Loading
If parts of the interface do not appear:
Check your role permissions. Some features are only available to certain roles.
Update your browser to the latest version. DiverDash supports Chrome, Firefox, Safari, and Edge.
Disable browser extensions that may interfere with page rendering.
Getting Additional Help
If the steps above do not resolve your issue:
Click the Support link in the sidebar to access help resources.
Submit feature requests or bug reports via the Feedback link, which directs to diverdash.canny.io.
Email the support team at [email protected] with a description of the issue and any relevant screenshots.
Related Pages
Last updated