Troubleshooting
Step-by-step articles to identify and resolve issues across your Mosaic Portal.
Populate reports job did not finishIn this article, we cover issues with incomplete or delayed populate reports jobs and outdated report data in the Mosaic Portal.
Portal client secret updatesIn this article, we highlight a post-upgrade issue where the Mosaic Portal no longer syncs forms with Mosaic.
Mosaic to Synergy EIV Viewer is not workingIn this article, we explain what to do if the Synergy EIV Viewer may not work in Mosaic or errors show when clicking the Synergy tab.
Error: 'The domiciliary contract specified does not allow provider unit costs to be overridden'In this article, we explain why the Provider Portal may block unit cost overrides due to domiciliary contract restrictions.
Error: 'The Unique line reference is currently being used on another order'In this article, we explain why service orders may fail to save in Mosaic due to duplicate unique line references on other orders.
Mapped supplier missing from Provider Portal filterIn this article, we’ll explain why a supplier you’ve mapped to the Provider Portal filter might not be showing up.
Portal file attachment not workingIn this article, we highlight an issue where Mosaic Portal forms with attachments fail to publish and don’t reach Mosaic.
Portal not rendering correctIn this article, we highlight an issue where Mosaic Portal forms aren’t correctly rendering and sections missing within the form help box.
Portal document category management errorIn this article, we explain why resuming a work step from Mosaic Portal may trigger an error: 'Cannot read properties of undefined'.
Some steps not returning from Mobilise or PortalIn this article, we highlight an issue where completed worksteps in Mobilise or the Professional Portal aren’t returning to Mosaic.
Portal Test Progress Bar not displaying correctlyIn this article, we highlight a formatting issue in the Portal Test progress bar lines and arrows overlap the progress circles.
Portal is DownIn this article, we explain what to do if your Portal is down.
Email notifications fail to trigger after form submissionIn this article, we explain why form submissions in the Mosaic Portal aren’t triggering expected email notifications.
Error: 'Meta description not found'In this article, we explain why ADA and WCAG compliance checks may fail Meta description not found errors are being triggered.
Portal not receiving the 2FA emailIn this article, we highlight an issue where Mosaic Portal users aren’t receiving the 2FA email needed to access the system.
Portal verification code errorIn this article, we explain what to do if you encounter a verification code error when trying to access the Mosaic Portal.
Current workers don't have permissions to access a stepIn this article, we address an issue where portal forms fail to reach Mosaic due to a permissions error on the current worker.