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Common troubleshooting

Use this guide when a routine workflow does not behave as expected. Start with filters, permissions, status, and tenant configuration before assuming data is missing.

I signed in but do not see expected work#

Confirm you are in the correct tenant and using the correct account.
Check dashboard counters, status filters, date filters, department filters, and assigned-user filters.
Search by sample ID, client, project, worksheet, or batch.
Confirm that the sample was registered and assigned to the expected work area.
Confirm that your role allows you to view that work.

Open a Clearline Support ticket if other users can see the work but you cannot, or if no one can find a sample that should exist.

I cannot register a sample#

Check that the client/contact, sample type, matrix, container, preservation, analysis service, and required project fields exist. If required options are missing, ask a lab administrator to confirm setup. If setup appears correct but save fails, open a Clearline Support ticket with the exact error text.

I cannot enter or save results#

Check that the sample is in the correct status, analyses are assigned, the worksheet or result-entry screen exists, units/qualifiers are configured, and your role can enter results. If a field is locked, the work may already be in review, approved, reported, or controlled by tenant workflow.

A report or COA is missing expected information#

Check the sample record first: client details, sample identifiers, results, units, limits, qualifiers, comments, attachments, and approval state. Then confirm that the correct report template was selected. If the template needs layout or wording changes, that is Clearline-managed work unless your agreement says otherwise.

An import file was rejected#

Confirm the file format, column names, sample identifiers, analysis names, units, and date formats match your approved import mapping. Do not rename columns or invent sample IDs to force an import. Open a Clearline Support ticket with the approved mapping name, affected role, rejected row numbers, and exact error text. Do not attach the import file; Clearline Support will provide a controlled transfer path if it is required.

My role cannot perform an action#

Ask a tenant administrator to confirm your role and permissions. Clearline Support can help diagnose access problems, but role changes should follow your lab's approval process.

What to include in a support ticket#

Affected role or account type and current workflow status.
Page URL and workflow step.
A sanitized internal reference, page URL, and exact error text.
Redacted screenshots only; do not attach regulated data, customer records, reports, credentials, or production exports.
What you expected to happen and what happened instead.
Exact error text and a screenshot with sensitive values redacted.
Whether the issue affects one user, several users, or all users.