Troubleshooting
These articles help you resolve common errors.
General
Trubleshooting articles covering general issues and Errors in Mosaic.
Error message when resuming a workstepIn this article, we explore why you may receive an error message when resuming a workstep.
Notes are lost when using the Bulk Assign functionIn this article, we look at why notes don’t appear when using Bulk Assign, but they do when reassigning individually.
Double quotes in Warning text convert to " on displayIn this article, we explore why double quotes in the Note text of a Warning are converted to " when displayed.
Assignment note added in errorIn this article, we advise what to do when wrong information is added to assignment notes.
Audit trail reports are returning the report run failed messageIn this article, we look at the error in Audit Trail reports and how to check parameters and timeouts.
Deleting a worker role added in errorIn this article, we look at why a worker role that you added in error can't be deleted.
Changing logging levels to highlight errors and typesIn this article, we explain how to change the logging level to better highlight errors and log types.
Email link not working or content blocked errorIn this article, we explain why email features may stop working, links get blocked, and errors like “This content is blocked” appear.
Issues with unknown addresses and bulk address edit or moveIn this article, we explore issues when moving an address marked ‘XXX XXX’ loads all linked records and may cause the system to freeze.
Multi Subject error preventing savingIn this article, we look at what to do when saving a workstep fails after subjects have been added to the next actions.
Mosaic 22.2 Check boxes bugIn this article, we explore why some checkboxes may not work as expected.
Email case notification updates are not working correctlyIn this article, we explore why blank emails or outdated case update notifications may be sent from the system.
Primary address can be selected for a historic new addressIn this article, we look at why a historic end-dated address can still be added as a primary address in the system.
Alerts widget display HTML tagsIn this article, we explore why the alerts widget may display HTML tags or code when expanded.
Alerts widget does not fit on page at minimum resolutionIn this article, we explore why the alerts widget may not fit on screen at minimum resolution during person or case note creation.
Blank help pageIn this article, we explore why the Mosaic help page may appear blank, not load, or show a white screen.
Business Objects Universe does not show the correct next actions for each clientIn this article, we explore why the Mosaic Data Mart Universe may not show correct next actions when different ones are chosen per client.
Bypassing the allowedFileTypes property when uploading documentsIn this article, we look at why you’re able to bypass the allowedFileTypes property when uploading a document.
DCR tab not loading pageIn this article, we explain why the DCR tab may not load, showing a blank page due to content security policy blocking external framing.
Error: 'An unexpected error has occurred' when viewing person notesIn this article, we explore the unexpected error that appears when trying to open person notes for a client in the system.
Error: 'String or binary data would be truncated' showing on Dols Lookup stepIn this article, we explain how the Dols Lookup step in the reports population job can fail due to a data truncation error (Error: 8152).
Error: 'ORA-01740: missing double quote in identifier'In this article, we explore the error that occurs when attempting to delete a person record from the system.
Error when attempting to upload a documentIn this article, we explain an error when attempting to upload a document: 'File names can contain only a-z, A-Z, 0-9, - _ ( ) & + = . ,…
Error: 'The entity name must immediately follow the '&' in the entity reference'In this article, we look at the error “The entity name must follow the '&'” when resuming a workstep due to invalid character encoding.
Error "undefined" is not valid JSON SyntaxError: "undefined" is not valid JSONIn this article, we look at what to do when you see the error: “Sorry, an unexpected error has been encountered…”
Error while getting access token for mosaic web apiIn this article, we explain why document uploads to Wisdom may fail due to Mosaic API token errors and missing attachments.
Eerror occurred attempting to SFTP error getting files from \fromCpis or \toCpisIn this article, we explain SFTP errors like 'error getting files from \fromCpis' and 'error writing file to \toCpis.'
Case History event processing has stoppedIn this article, we explore why Case History may stop due to integrity constraint errors like missing parent keys in logs.
ID Error: Get not supportedIn this article, we resolve the 'Worker ID Error: Get not supported' issue that may appear during certain user actions.
Error when finishing a step 'invalid task assignment: xxx'In this article, we explore why worksteps remain unfinished until every task is marked as completed in the workflow.
Error in populate job 'could not serialize the data for node 'NoName' because it contains a character (0x0002) which is not allowed in XML'In this article, we explain why Mosaic Reports Populate may fail due to invalid XML characters.
Error when attempting to set up a Person MergeIn this article, we explain why a NullPointerException occurs when selecting 'Merge and delete' from File Management in Mosaic.
Person Merge fail errorIn this article, we explain why Person Merge may fail with error "ORA-06502: PL/SQL: numeric or value error: character to number conversion"
Error: 'Person delete fails with FK_PERSON_NOTES_ALERT error'In this article, we explain an error when deleting or merging a person, including FK_PERSON_NOTES_ALERT and records reappearing later.
Reports Populdate Job Error: 245: Conversion failed when converting the varchar value 'Y' to data type intIn this article, we explain why the Reports Populate log shows a varchar-to-int conversion error and how to resolve it.
Merge error 50000 error converting datatype varchar to numericIn this article, we look at why merge errors may occur overnight in Mosaic.
Reports populate snapshot too old error on Full Refresh Form Answers - Oracle onlyIn this article, we explore the 'snapshot too old' error in Full Refresh Form Answers.
Issues with Mosaic export to CM2000/CallConfirmLiveIn this article, we explain why suppliers, services, purchase orders, or clients may be missing from CM2000 or CallConfirmLive exports.
Error Merge Person fails with "ora-01722 invalid number" or "50000: Conversion failed when converting the varchar value"In this article, we explain why merge table errors like ORA-0172 and varchar conversion failures occur and how to resolve them.
Converting data type varchar to numeric on person merge ErrorIn this article, we explore a varchar-to-numeric error that may occur when merging person records in Mosaic.
Data not sending to OSC RightNow after new cloneIn this article, we explain why SSAFA RightNow integration to TRBL fails in mosmig after cloning, including 401 Unauthorized errors..
Unable to record or amend CHI numberIn this article, we explain CHI number errors in Mosaic, including why they can't be amended and how to resolve validation issues.
Missing data after merging two people’s recordsIn this article, we will explain the data error that occurs after merging records.
Error when attempting to set up a Person MergeIn this article, we explore why an error appears in the log when selecting 'Merge and delete' from the Person Summary screen.
Corius database errorIn this article, we explain why Corius shows a .NET Framework error after cloning, and how to prevent resource and security issues.
Blank screen and error when opening a person recordIn this article, we explain why a blank screen and TooManyResultsException error may occur when opening a person record in Mosaic.
Error within Populate job causing reports to have inaccurate dataIn this article, we investigate an error in the populate job that results in incomplete data in the reports.
Split or merged group workflow prevents deletionIn this article, we address an error when trying to delete a split or merged group workflow
Error when trying to add or save a Service User GroupIn this article, we explain errors when saving or adding Service User Groups, often logged in the app due to system or data issues.
Error on Group history screenIn this article, we explain group history screen errors, including undefined status and issues when viewing person record history.
Record won't mergeIn this article, we look at why merge errors occur in Mosaic, including validation issues when records are related to each other.
Actual year group missingIn this article, we explore why the actual year group field may be empty, missing from the list, or not populating correctly in Mosaic.
Group documents are blankIn this article, we explore why group documents may appear blank, contain no data, or be inaccessible within Mosaic.
Unable to remove a member from a groupIn this article, we explain why group members can't be removed due to missing group workflow or a split workflow blocking changes.
Report that identifies failed Person Record DeletionsIn this article, we look at how to report failed Person Record deletions.
Shared care record not visibleIn this article, we look at why Shared Care Record or EIV data may not appear in Mosaic and how to resolve overnight sync issues.
Unable to reassign work to a team on previously restricted recordsIn this article, we explain why incoming work can't be assigned to a team that previously had access to a restricted record.
LG Viewers missing dataIn this article, we explain why some Mosaic data may be missing in LG Viewer when accessed via Synergy or Core+, and how to resolve it.
Comma spacings on a CM export fileIn this article, we explain what the comma spacings in a CM export file represent.
Clear the activemq-data folder in MISIn this article, we explain how to resolve disk space issues by clearing the activemq-data folder and restarting MIS.
Show more people on group document attachments is slow or freezes with a please wait messageIn this article, we explain why the group document attachments list may load slowly or show a 'please wait' message when expanded.
Step notifications don't pull through the group idIn this article, we explain why step notifications may miss the group ID or correct Mosaic URL.
Service user group date validation message looks wrongIn this article, we explain why the service user group date validation error message may appear unclear or misleading.
Report is not workingIn this article, we highlight what to do if your report is not working.
Unable to access the IMU tool from the serverIn this article, we explain how to access the Interface Management Utility (IMU) tool directly from the server.
Unable to access chronology category administratorIn this article, we highlight an issue where the Category Administrator page in Mosaic Portal fails to load when accessed.
Unable to access attachments tabIn this article, we explain why accessing the attachments tab or using EDRMS may trigger a TooManyResultsException error.
Unable to access the Mosaic Information Viewer (MIV)In this article, we explore why NHS access to Mosaic via MIV may fail, and third parties see an ‘Invalid access token’ error.
Slow bulk and update assignmentsIn this article, we explain why Mosaic may be slow when loading the Update Assignment screen or completing bulk role assignments.
Text boxes increase in size when typing, pressing backspace or the delete keyIn this article, we explore why text boxes expand when typing or pressing certain keys.
Team summary view displayed in the narrow workviewIn this article, we explore why the team summary view may appear in narrow workview unexpectedly.
Error when adding an Organisation Meeting - Cannot insert duplicate key in object 'dbo.MO_UNIT_MEETING_SESS_CASES'In this article, we explain the duplicate key error that occurs when adding an Organisation meeting in Mosaic.
Screen stuck on Please WaitIn this article, we explore why the screen may get stuck on 'Please Wait' and when to run the fix associated with PRB1020.
Paste from Word button on rich text toolbarIn this article, we explore why the Paste from Word button on the rich text toolbar may not be working.
Mosaic: No visible next actions in summaryIn this article, we explain why there are no visible next actions in the summary.
Narrow workview shows unexpected folderIn this article, we explore why an unexpected folder name, such as None, may appear when viewing work in narrow workview.
Maximum file size when uploading documents via the attachments screenIn this article, we explore why you see the 'The maximum size for attachments is 2MB' error and clarify Mosaic’s upload limits.
Local Authority code displays rather than the Local Authority descriptionIn this article, we explore why forms and reports may show the Local Authority code instead of the description.
Incorrect Local Authority area allocated to postcodes on boundaryIn this article, we explore why addresses may be assigned to the wrong local authority, ward code, or postcode boundary area.
In-built report Annex A List 9In this article, we explore why the Report In-built Annex A List 9 isn't working as expected.
Mosdocs Help linkIn this article, we explore why the help link no longer redirects to Mosdocs.
Download selected documents buttonIn this article, we explore why the 'Download selected documents' button may be missing, due to the EDRMS interface.
Document not outputting to PDFIn this article, we will explain how to resolve issues related to downloading PDFs and when PDFs are not outputting correctly.
Cursor is jumping in repeating subsectionsIn this article, we explore why the cursor may jump when pressing Enter after adding large text to a repeating subsection.
Copying PDF text into MosaicIn this article, we explore why copying text from a PDF into Mosaic may result in symbols or misspellings.
Error when attempting to start a stepIn this article, we’ll explore an issue that appears when starting a step. The error message shown is: "wok-dev-app4.corelogiccloud.co.uk says: undefined"
Postcode related error in population script logIn this article, we explain how to resolve a postcode-related error in the Population script log.
Popup window not sizing correctly when cancelling a Next Action on a reopened completed workstepIn this article, we’ll explain why the pop-up box doesn’t fully expand when you cancel a next action after reopening a completed workstep.
Workflow and Worksteps
Help articles and fixes for issues with Mosaic workflows and worksteps.
Unable to start a workstep when elements are pre-populatedIn this article, we explain why worksteps may fail to start, including issues with multi-subject elements and error messages.
Unable to complete a closure summary step due to outstanding servicesIn this article, we explain what to do if a closure summary step can't be completed due to outstanding services like Fostering or Adoption.
Workstep will not finish when clicking the green tickIn this article, we explore why a workstep may not finish when clicking the green tick and what can cause this issue.
Error when closing next action stepIn this article, we explain how closing the next action step can trigger a duplicate key error due to a primary key conflict.
Error when starting group workstepIn this article, we explain how starting a group workstep can fail due to a TooManyExceptions error in the logs.
Error when trying to delete a workstep when documents are stored in AlfrescoIn this article, we explain how deleting a workstep can fail with a generic error message advising to contact support.
Error when trying to delete a step where documents are stored in Civica or Information at WorkIn this article, we look at why deleting a step with external documents can fail due to a NullPointerException.
Error when trying to access a step with an act forIn this article, we explain why an error appears when you try to access a step that includes an act for approval.
Error removing next actions when workflow steps are reopenedIn this article, we explain the error encountered when cancelling terminating or future next actions while reopening a workflow step.
Missing next actionsfrom reopened workstepIn this article, we explore why the next action option may be missing when re-opening a step in Mosaic.
Error: 'You cannot remove this subject because next actions have been sent for this subject'In this article, we explore the error that occurs when saving a group workstep after adding subjects to next actions.
Duplicate subject line in stepIn this article, we address why a duplicate subject line in a step identified through a bespoke report is causing an issue.
Error: 'EditorNotFoundException: StepEditor not found for editorId'In this article, we explain how opening or closing a step can fail due to a missing StepEditor, causing an EditorNotFoundException.
Unexpected error when trying to re-open a stepIn this article, we explore a re-opening step error and how to report it.
Unexpected error when trying to start a group workstepIn this article, we cover the 'TooManySubjectsException' error when starting a group workstep.
Delete step button does nothingIn this article, we explore why the delete window may not appear, preventing users from deleting a work step.
Populate script does not reference the step start date when determining the order of steps for the CIN CensusIn this article, we explain why 8820 errors may appear in the CIN Census batch file often due to overlapping or duplicate CIN episode dates.
The INCOMING_DATE in MO_WORKFLOW_STEPS is being overwritten when a step is reassignedIn this article, we explain why reassigning a step in Mosaic may overwrite the INCOMING_DATE field in MO_WORKFLOW_STEPS.
Error: 'NullPointerException at uk.co.corelogic.mosaic.domain.workflow.CopiedStep.isComplete'In this article, we explain the NullPointerException error seen in Mosaic when accessing a workflow step.
Error when attempting to update the template version in a step using the refresh form iconIn this article, we explain why Mosaic errors when using the refresh form icon to update a step’s template version.
Due Dates changes made require regeneratingIn this article, we explain what to do when changes to due date rules in Mosaic may not be applied as expected after configuration updates.
Action icons missing during service purchase and care package lockedIn this article, we explain why action icons may be missing during service purchase and why the care package is locked.
Error message when attempted to finish a purchase service stepIn this article, we explain the schema validation error that occurs in Mosaic when finishing a finance or purchase service step.
Workflow and Role Configuration report fails to runIn this article, we cover a report failure due to invalid parameters or timeout.
Responsible Local Authority relationship end reason remains after removing end dateIn this article, we look at why the Responsible Local Authority relationship end reason remains after removing an end date.
Creating a primary role with a future start dateIn this article, we explain whether it’s possible to create a primary role in Mosaic with a future start date.
Inconsistent scheduled start date behaviourIn this article, we explain why the ‘Scheduled start date’ may change when updating a future step assignment from different views in Mosaic.
Activity type not found for historic activity type error when reopening a workstepIn this article, we explain the 'activity type not found for historic activity type' error when reopening a step.
Unable to reopen step error: ‘Activity type not found for historic activity type’In this article, we cover errors reopening steps due to missing activity types or unavailable activities like ID 874 in the workstep.
Error 'Plan date cannot be null'In this article, we show how to resolve the issue where a workstep can’t finish due to the error: “Plan date cannot be null.”
Error: 'The UPDATE statement conflicted with the CHECK constraint workflow_status_assi_134074783'In this article, we address the workflow error caused by a CHECK constraint conflict.
Error: 'ORA-02290 check constraint (FW.WORKFLOW_STATUS_ASSI_134074783) violated'In this article, we explain how closing a step can fail due to a check constraint violation during a database update.
Bulk assigning creates a lock on the workstepIn this article, we explore why bulk assigning requests creates locks on all associated workflow steps for the assigning user.
Workstep time stampIn this article, we explain why the Mosaic workstep timestamp does not update.
Worksteps error when starting - pre-population of Multi-subjects tablesIn this article, we address why some worksteps crash when starting. Specifically, we explore common errors encountered when initiating worksteps, including issues with multi-subject tables and pre-population challenges.
Case Notes and Chronology
Help articles for resolving issues with case notes and chronology in Mosaic.
Date of Birth and Date of Death not updating correctly in person details bannerIn this article, we look at why date of birth and date of death don’t update correctly when selecting View all Case Notes from a Case Note alert.
Deleted timed out case note prevents removal from groupIn this article, we explain why removing a record from a family group triggers an error about saved group case notes.
Case note not appearing after being savedIn this article, we explore why a saved case note may disappear, including sync issues or data integrity problems.
Finishing timed out case note created when acting for another workerIn this article, we explore why timed-out group case notes created using an act for can't be finished.
Worker unable to finish timed out case notesIn this article, we explain what to do if a worker is unable to finish timed out case notes.
Unable to delete a case noteIn this article, we explore why case notes with an apostrophe in the first 50 characters may not be deletable.
Unable to print multiple Case Notes in version 24.1In this article, we look at an issue with printing multiple case notes after upgrading to Mosaic 24.1
Allocated worker tick for a worker not allocated in case notesIn this article, we explore why a workstep may not finish when clicking the green tick and what can cause this issue.
Performance issues and crashing can occur when retrieving co-inhabitants for the Copy Person Case Notes feature on certain recordsIn this article, we explore performance issues and crashes when retrieving co-inhabitants for copying person case notes on certain records.
Mosaic 22.2.4.0 Issue with case note viewing orderIn this article, we explain how issues with case note viewing order can affect the correct display of notes in the system.
Case history stopped updatingIn this article, we explore why case history may stop updating.
Case history events fail due to data integrity errorIn this article, we cover why a case history event processing may fail due to a data integrity error, including arithmetic overflow issues.
Chronology event data errorsIn this article, we provide a list of resources related to various chronology event data errors.
Unique constraint FW.UK_CHRONOLOGY_EVENTS violated when recording chronology for carer type approvalsIn this article, we explain the 'unique constraint violated' error in Mosaic logs when reopening steps, including its cause and implications
Error: 'FW.UK_CHRONOLOGY_EVENTS violated'In this article, we address an address update error in Mosaic caused by a unique constraint violation in the database.
Export to Word not working for case chronologyIn this article, we explore why exporting a case chronology to Word may fail when the subject is an unborn child.
Error message when reopening a client’s caseIn this article, we explain the error shown when reopening a client’s case without an active care package.
Case History load Error 'DataTables Ajax Issue'In this article, we explain the 'Ajax error' and NullPointerException seen when accessing Case History on a person record.