Troubleshooting Guide

Check This First

• Make sure you're on the correct ConRAM URL
• Check your internet connection
• Try refreshing the page
• Clear browser cookies and cache

Incorrect Email/Password

• Double-check capitalization
• Check for spaces before/after
• Contact your administrator if you need to reset your password

Search Tips

• Double-check spelling
• Try partial name search
• Search by category instead
• Check if asset is deprecated (hidden)

Asset Not Showing?

1. Go to Assets page
2. Clear any active filters
3. Search for the asset again
4. Check if it was deleted (view deleted items)

Asset Checked Out to Someone Else?

1. Use "Transfer" to move to correct person
2. Or check in and immediately check out to correct person

Asset Shows "Broken"

• Check the notes for details about damage
• Arrange for repairs
• Mark as fixed when ready to use again

Condition Won't Update

• Make sure you have check-in/out permissions
• Refresh page and try again
• Try with a different browser

Inventory Audit

1. Go to Assets > Manage
2. Check total count
3. Filter by status (Available, Checked Out)
4. Verify numbers add up

Items Missing from Count?

• Deprecated assets don't count
• Check filter settings
• Deleted assets are permanent

Troubleshooting

1. Asset must be in "Available" status
2. Can't check out if already checked out
3. Staff member must exist in system
4. Check you have correct permissions

Still Can't Check Out?

• Try refreshing the page
• Check if asset is deprecated or deleted
• Try with a different asset

Solutions

1. Make sure person is added as user
2. Person must be "Active" (not deactivated)
3. Try typing their full name
4. Add them if they're not in system yet

Check

• Refresh dashboard—it may take a few seconds
• Check transaction history to see if it's there
• Check if your changes saved correctly

If Still Not There

1. Take a screenshot
2. Note what you did
3. Contact support with details

Check

1. Confirm account is active (not deactivated)
2. Make sure email is correct
3. Check they accepted the invitation
4. Resend invitation if needed

Solutions

1. Check user's role in system
2. Compare to what they should have
3. Change role if needed
4. Have user log out and back in

Troubleshooting

• Check spam/junk folder
• Resend the invitation
• Check email address is correct
• Wait 10 minutes—emails can be delayed

Still Not Received?

1. Verify email is correct in system
2. Ask user to check their email provider
3. Contact support if persists

Check Permissions

• Must be Manager or Admin role
• Staff Members can't generate reports
• Check your permissions

Report Takes Too Long?

• Large reports take time to generate
• Try narrower date range
• Filter to specific assets or users
• Large plans have more efficient reports

Check

• Did you apply filters? Export only shows filtered data
• Check date range was correct
• Data may have expired (check plan retention)
• Try exporting without filters

Common Issues

• File format: Must be .csv not .xlsx
• Encoding: Use UTF-8 encoding
• Headers: First row must have column names
• Duplicates: No duplicate email addresses

Check Error Message

1. Error message shows which row failed
2. Fix the issue in your CSV
3. Try importing again

Troubleshooting

• Check internet connection speed
• Try closing other browser tabs
• Clear browser cache
• Try different browser
• Try on a mobile device

During Event?

• Reduce open browser tabs
• Refresh page occasionally
• Close and reopen if getting slow
• Use offline mode if available

Fix It

1. Refresh page (F5 or Cmd+R)
2. Clear browser cache
3. Try private/incognito mode
4. Try different browser
5. Check internet connection

Immediate Actions

1. Contact your administrator immediately
2. Check active sessions
3. Admins can reset your password if needed

How to Reach Us

• Email: [email protected]
• Response Time: 24-48 hours (priority support faster)
• Include: Detailed description, steps to reproduce, screenshots