Troubleshooting & FAQ

Common problems, triage steps, and short answers.

Sign-in problems

"Invalid credentials"

1. Check caps lock.
2. Try the Forgot Password link on the sign-in page — a reset link goes to your email.
3. If reset fails, a Tenant Admin can reset for you at Users > [you] > Reset Password.

"Account locked"

Five failed attempts → 15-minute lockout. Wait it out, or ask a Tenant Admin to unlock early.

MFA code isn't working

1. Check your phone's time is set to automatic. TOTP is time-sensitive; if your clock drifts more than 30 seconds the code won't match.
2. Try the previous or next code window (codes rotate every 30 seconds).
3. Use a backup code (one of the 8 codes issued at MFA setup).
4. If you've lost all of the above: your admin must disable MFA on your account so you can set it up again.

"Session expired"

Normal after the refresh window (default 7 days idle). Sign in again.

"Insufficient permissions"

Your role doesn't allow that action. Ask a Tenant Admin to review your role assignment or add a scope.

Dashboard issues

Numbers look wrong

• The dashboard refreshes every 60 seconds — give it a beat.
• Make sure you're looking at the right tenant (if you have access to multiple).
• Check you're not filtered (some dashboards have invisible filters from previous sessions — hit Reset Filters).
• If still wrong, take a screenshot with the URL, note the time, and message your admin.

Dashboard didn't update after an action

Refresh the page. If the action hasn't landed after 60 seconds of auto-refresh, something may have failed silently — check the Integration Log if an integration was involved, or check your notifications for a failure alert.

Work order problems

"Checklist not loading"

Check your internet connection — checklists load lazily. If it persists, try a hard refresh (Ctrl+Shift+R / Cmd+Shift+R).

Can't start work on a WO

The status must be Assigned or Open to start. If it's in Draft, ask the creator to publish it first. If it's in On Hold, resume before starting.

"SLA Performance shows dashes"

The WO is brand new and no clock events have accumulated yet. Dashes mean "no data" rather than "breached."

Photo upload failed

1. Check phone storage isn't full.
2. Check you're still connected.
3. Try a smaller photo — if very large (>10 MB), compress first.
4. Retry from the WO's attachments section.

Scanned QR doesn't match the WO

Tap Report Mismatch on the WO. Your manager investigates. Don't proceed against the wrong asset.

Lease / move-in / move-out problems

Can't activate a lease

• Must be in Draft status.
• All required fields (start/end, rent, deposit) must be filled.
• A lease document must be uploaded (your tenant may require it).

Move-in wizard missing a step

The wizard adapts to tenant settings. If your tenant has disabled "Key Handover" because they don't issue physical keys, you won't see that step. Ask an admin if you think a step is missing in error.

Move-out deposit calculation looks off

The calculation uses condition comparison → damage charges → cleaning charges → deposit balance. Open the detail of each step to see the breakdown. If a charge is wrong, back up a step and adjust the condition rating or damage amount.

Inspection problems

Can't submit a report

Every required item must be answered. Items marked with a red asterisk are blockers. Scroll the report looking for unanswered required items.

Auto-created WOs didn't appear

Only items configured with "On failure: create WO" auto-create. If the template doesn't have that rule for the failed item, no WO spawns. You can manually create a follow-up WO with Create Follow-up WO on the failed item.

Template feels outdated

Tell the template owner or a Tenant Admin. They'll update the template. Existing scheduled inspections keep the version they started on; new ones pick up the update.

Resident portal

Can't submit a request

• All required fields (title, category, description) must be filled.
• Description must be at least 10 characters.
• If your account is read-only (rare), you won't have the Submit Request button — ask your admin.

Booking slot isn't available

• The slot may be outside operating hours.
• Someone else may have booked it (refresh).
• You may have exceeded your personal weekly quota (check with your building).
• The facility may be temporarily closed (maintenance, event).

Visitor pass code isn't working at the gate

• Confirm the pass is Approved (if approval is required at your building).
• Confirm the visit date matches today.
• The code is the human-readable one (e.g., VP-2026-00482), not the internal UUID.
• Call security directly — they can look up by your unit.

Owner portal

A unit is missing from "My Units"

Ownership records may not reflect the update yet. Ask your property manager to check the ownership record for that unit.

Monthly income looks wrong

Your view may be subject to financial masking — you see rent collected, not gross rent billed. If you have reason to believe the collected amount is wrong, contact your property manager for reconciliation.

Vendor portal

I can't see a WO that was supposedly assigned to me

1. Refresh. WO assignments show up after customer-side saves (usually instant but can take a few seconds).
2. Check you're logged in with the right account (some vendor firms have multiple ArkanPM users — make sure you're using the one the assignment targets).
3. Ask the customer to confirm the assignee in the WO.

My performance score dropped

• Open your scorecard — the 4 sub-scores (SLA / quality / timeliness / communication) show which dimension dipped.
• The audit log shows the last few ratings. Look at the feedback notes.
• Open a dialogue with your customer if you think a rating was unfair.

Admin — user/role problems

New user didn't receive invitation email

• Check SMTP configuration: Settings > Notifications > Email > Test Send.
• Check their spam folder.
• Use Admin-set password mode and hand over credentials directly if email delivery is unreliable.

User locked out for unknown reason

Check Users > [user] > Activity Log. If you see repeated sign-in failures, someone's trying to brute-force the account — treat as a potential security event.

ABAC scope isn't working

• Verify the scope is Active (not expired, has a future end date if applicable).
• Verify the user is signed in with the right session — scope changes take effect next sign-in.
• Check the role has the base permission; ABAC narrows, it doesn't grant.

Admin — integration/webhook problems

Integration showing "Error"

1. Open the integration's Logs tab.
2. Find the latest failed call.
3. Read the error — most are actionable (expired credential, unreachable endpoint, schema mismatch).
4. Fix underlying cause.
5. Retry Failed to replay queued failures.

Webhook deliveries all failing

1. Verify your endpoint is publicly reachable from the internet.
2. Verify signature verification is correct on your side (mismatched secret = all-fail).
3. Verify your endpoint responds within the timeout (default 30s).
4. Verify TLS cert is valid.

Integration log is empty

The integration hasn't been triggered yet. Perform an action that should trigger it (e.g., for an ERP, close a WO that should post a journal entry). Check logs again.

Background jobs / automation

PM work orders aren't generating

• Check the PM schedule is Active (not paused).
• Check the Lead time — a PM is generated N days before its due date. If you just created the schedule yesterday with a 7-day lead and due in 30 days, generation will happen in 23 days.
• Check Admin > Settings > Background Jobs > PM Generator — is it running?

Escalation rules aren't firing

• Rule must be Enabled.
• Trigger condition must be met (SLA breach, no response within threshold, stale).
• Check the rule's scope — if filtered to specific buildings/priorities, your test WO may not match.
• Check Background Jobs > Escalation Engine — is it running?

Data and audit

I need to find who changed something

Admin > Audit Logs. Filter by entity type and entity ID — every change is there.

I need to reconstruct a past state

Contact ArkanPM support. They use audit-log replay for point-in-time reconstruction.

I need to recover a soft-deleted record

If still within the soft-delete retention window (default 30 days), contact support. Past the window, the record is purged and unrecoverable.

Performance

A page is slow

• Most pages paginate — large filters can slow the initial query. Add a building or date filter to narrow.
• Full-text search across the document library is fast, but regex-style complex searches aren't supported — keep searches simple.
• Check the browser's Developer Tools > Network tab to see if a specific request is slow — if so, report it with the page URL and approximate time.

Exports are slow

Bulk exports (CSV, PDF bundles) are built asynchronously. Click Export, you'll receive a download link when ready (usually seconds for small, minutes for large). If the email doesn't arrive, check your notifications page — the link lands there too.

Asking for help

When you contact support (internal admin or ArkanPM), include:

1. What you tried to do — the action, the page, the buttons you clicked.
2. What happened — the error message, the wrong result, the missing data.
3. When — approximate timestamp (ArkanPM logs are time-indexed).
4. Which account — your email (or user ID).
5. Which browser/device — Chrome on desktop, Safari on iPhone, etc.
6. A screenshot or screen recording when possible.

This gets you to a resolution fastest.

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