Troubleshooting

This guide covers common issues you may encounter when using InnoQualis EQMS and how to resolve them. If your issue is not listed here, contact your system administrator or support team.

Login Issues

Cannot log in with correct credentials

1. Verify that you are entering the correct email address and password. Credentials are case-sensitive.
2. Check whether your account has been deactivated by an administrator.
3. Clear your browser cookies and try again.
4. If your organization uses single sign-on (SSO), ensure you are using the SSO login button rather than the email/password form.

Session expired unexpectedly

The system uses authentication tokens that expire after a period of inactivity. If you are logged out unexpectedly:

1. Log in again. Your unsaved work in forms may be lost.
2. If this happens frequently, check your network connection — intermittent connectivity can prevent token refresh.

Tip

Save your work frequently, especially when filling in long forms. The system auto-saves some form states, but not all fields are preserved across sessions.

Account locked

After multiple failed login attempts, your account may be temporarily locked. Wait a few minutes and try again, or contact your administrator to unlock your account.

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Document Upload Failures

Upload fails or times out

1. Check the file size. Large files may exceed the upload limit configured for your instance.
2. Verify the file format is supported. Common supported formats include PDF, DOCX, XLSX, and image files.
3. Ensure you have a stable internet connection. Uploading on a slow or unstable connection can cause timeouts.
4. Try uploading a smaller file to confirm the system is working, then retry the original file.

File appears uploaded but content is not visible

1. Allow a few moments for the system to process the file, especially for large documents.
2. Refresh the page.
3. Check whether the document status is “Processing” — this indicates the file is still being indexed.

Caution

Do not close the browser tab while an upload is in progress. This will cancel the upload and you will need to start over.

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Electronic Signature Errors

Signature verification fails

1. Ensure you are entering your password exactly as it was set. Signature authentication is separate from login in some configurations.
2. Check that the document or record is in a state that accepts signatures (e.g., pending approval).
3. If you see a “signature not valid” error, the document may have been modified after a previous signature was applied. Contact your QA team.

Cannot sign a document

1. Verify you have the correct permissions to sign the document type.
2. Check that all required fields are completed before signing.
3. If the signature panel is not appearing, try refreshing the page.
4. On mobile devices, ensure you are using a supported browser (Chrome or Safari recommended).

Meaning of signature field is unclear

When signing, you must select a signature meaning (e.g., “Approved”, “Reviewed”, “Authored”). If the expected meaning is not available, contact your administrator — they may need to configure additional signature meanings for your workflow.

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Sync and Offline Issues

Changes made offline are not syncing

1. Ensure you have restored internet connectivity.
2. Open the application and wait for the sync indicator to appear.
3. If sync fails, check for conflict indicators — manual resolution may be required if the same record was modified by another user while you were offline.
4. Try force-refreshing the page (Ctrl + Shift + R or Cmd + Shift + R on macOS).

Offline mode is not available

Offline functionality requires:

• A supported browser (Chrome, Edge, or Safari)
• The application to have been loaded at least once while online
• Service workers to be enabled in your browser settings

Note

Not all features are available offline. Document creation, basic form filling, and viewing cached records are supported. Actions requiring server validation (like electronic signatures) require an active connection.

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Browser Compatibility Issues

Page layout is broken or features do not work

1. Ensure you are using a supported browser:
   • Chrome 90+
   • Firefox 90+
   • Safari 15+
   • Edge 90+
2. Disable browser extensions that may interfere with the application (ad blockers, privacy extensions, script blockers).
3. Try opening the application in an incognito/private window to rule out extension conflicts.

Dark mode displays incorrectly

1. Toggle the theme using the sun/moon icon in the top navigation bar.
2. If colors appear wrong, clear your browser cache and reload.
3. Check that your browser is not overriding the page theme with a forced dark mode extension.

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Clearing Cache and Stored Data

If you experience persistent issues with stale data, broken layouts, or features not working as expected:

Clear Browser Cache

1. Chrome: Ctrl + Shift + Delete (or Cmd + Shift + Delete on macOS) and select “Cached images and files.”
2. Firefox: Ctrl + Shift + Delete and select “Cache.”
3. Safari: Go to Safari menu, select “Settings,” then “Privacy,” and click “Manage Website Data.”
4. Edge: Ctrl + Shift + Delete and select “Cached images and files.”

Clear Application Data

1. Open your browser’s developer tools (F12 or Ctrl + Shift + I).
2. Go to the Application tab (Chrome/Edge) or Storage tab (Firefox).
3. Clear local storage and session storage for the EQMS domain.
4. Reload the page.

Caution

Clearing application data will reset your sidebar state, theme preference, and any locally cached form data. You will not lose any server-side data.

Hard Refresh

If a simple reload does not resolve the issue:

• Windows/Linux: Ctrl + Shift + R
• macOS: Cmd + Shift + R

This bypasses the cache and loads all resources fresh from the server.

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Search Not Returning Expected Results

1. Try different search terms. The system uses semantic search for documents (meaning-based) and fuzzy search for other resources.
2. Check the resource type filters in the advanced filter panel — some types may be deselected.
3. If searching for a recently created record, wait a moment for indexing to complete.
4. Ensure the record you are looking for is not in a deleted or archived state.

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Notification Issues

Not receiving notifications

1. Check your notification settings under Settings > Notifications.
2. Verify that the notification type you expect is enabled.
3. Click the bell icon in the top navigation to check if notifications are accumulating without alerts.
4. If email notifications are expected, check your spam/junk folder.

Too many notifications

1. Go to Settings > Notifications and disable categories you do not need.
2. Use the Mark all read button in the notification dropdown to clear the unread count.

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Getting Help

If the steps above do not resolve your issue:

1. Note the exact error message, the page URL, and the steps that led to the problem.
2. Take a screenshot if possible.
3. Contact your system administrator with these details.
4. For urgent issues affecting production quality processes, escalate through your organization’s incident reporting procedure.

Tip

Including your browser name and version, operating system, and the approximate time the issue occurred helps administrators diagnose problems faster.