Troubleshooting

This guide provides step-by-step procedures for resolving common issues in InnoQualis EQMS. If your issue is not covered here, contact your system administrator.

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Resolve login issues

Fix incorrect credentials

1. On the login page, verify you are entering the correct email address. Email addresses are case-sensitive.
2. If you are not receiving the 6-digit verification code, check your spam or junk folder.
3. If your organization uses single sign-on (SSO), select the SSO login button instead of using the email and verification code flow.
4. Clear your browser cookies and reload the login page.
5. If the problem persists, ask your administrator to check whether your account has been deactivated.

Recover from an expired session

The system uses authentication tokens that expire after a period of inactivity.

1. On the login page, enter your email, request a new verification code, and select Sign In.
2. If sessions expire 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.

Unlock a locked account

After multiple failed login attempts, accounts are temporarily locked.

1. Wait a few minutes and try logging in again.
2. If the account remains locked, contact your administrator to unlock it manually.

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Fix document upload failures

Resolve upload timeouts

1. On the document upload form, 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. Confirm you have a stable internet connection. Uploading on a slow or unstable connection causes timeouts.
4. Try uploading a smaller file first to confirm the system is working, then retry the original file.

Caution

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

Fix uploaded files that do not display

1. Wait a few moments for the system to process the file, especially for large documents.
2. Refresh the page.
3. On the document detail page, check whether the document status shows “Processing.” This indicates the file is still being indexed.

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Fix electronic signature errors

Resolve signature verification failures

1. On the signature dialog, click Get Verification Code and enter the 6-digit code sent to your email. Ensure you enter the code before it expires.
2. Confirm the document or record is in a status that accepts signatures (for example, Pending Approval).
3. If you see the error “Signature failed. Verify your code and try again,” request a new verification code and enter it carefully, then select Sign again.
4. If the error persists, the document may have been modified after a previous signature was applied. Contact your QA team to investigate.

Fix a missing signature panel

1. On the document detail page, verify you have the correct permissions to sign the document type.
2. Confirm all required fields on the document are completed before attempting to sign.
3. Refresh the page.
4. On mobile devices, verify you are using a supported browser (Chrome or Safari recommended).

Select the correct signature meaning

When signing, you must select a signature meaning from the dropdown. The available meanings are:

Meaning	Description
Author	I authored this document and certify its accuracy.
Reviewer	I have reviewed this document and confirm it meets requirements.
Approver	I approve this document for effectiveness and regulatory submission.
QA Approver	I approve this document from a quality assurance perspective.

If the expected meaning is not available, contact your administrator to configure additional signature meanings for your workflow.

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Fix sync and offline issues

Resolve offline changes that are not syncing

1. Verify you have restored internet connectivity.
2. Open the application and wait for the sync indicator to appear.
3. If sync fails, look for conflict indicators on the record. Manual resolution is required if the same record was modified by another user while you were offline.
4. Perform a hard refresh:
   • Windows/Linux: Press Ctrl + Shift + R.
   • macOS: Press Cmd + Shift + R.

Enable offline mode

Offline functionality requires all of the following:

• A supported browser (Chrome, Edge, or Safari).
• The application must have been loaded at least once while online.
• Service workers must 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 (such as electronic signatures) require an active connection.

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Fix browser compatibility issues

Resolve broken layouts or non-functional features

1. Verify you are using a supported browser and version:

   Browser	Minimum version
   Chrome	90+
   Firefox	90+
   Safari	15+
   Edge	90+

2. Disable browser extensions that may interfere (ad blockers, privacy extensions, script blockers).

3. Open the application in an incognito or private window to rule out extension conflicts.

Fix incorrect dark mode display

1. In the top navigation bar, select the sun/moon icon to toggle the theme.
2. If colors still appear wrong, clear your browser cache and reload.
3. Check that your browser does not have a forced dark mode extension overriding the page theme.

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Clear cache and stored data

If you experience persistent issues with stale data, broken layouts, or features not working as expected, follow these steps.

Clear browser cache

1. Open the cache clearing dialog for your browser:
   • Chrome/Edge: Press Ctrl + Shift + Delete (or Cmd + Shift + Delete on macOS). Select “Cached images and files.”
   • Firefox: Press Ctrl + Shift + Delete. Select “Cache.”
   • Safari: In the menu bar, select Safari > Settings > Privacy, then select Manage Website Data.
2. Confirm the deletion and reload the application.

Clear application data

1. Open your browser’s developer tools by pressing F12 (or Ctrl + Shift + I).
2. Navigate 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 resets your sidebar state, theme preference, and any locally cached form data. Server-side data is not affected.

Perform a hard refresh

A hard refresh bypasses the cache and loads all resources fresh from the server.

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

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Fix search issues

Resolve missing search results

1. On the search popup (opened with Ctrl + K), try different search terms. The system uses semantic search for documents (meaning-based) and fuzzy search for other resource types.
2. Select Advanced filters and verify the resource type checkboxes. Some types may be deselected, which filters them from results.
3. If searching for a recently created record, wait a moment for indexing to complete.
4. Confirm the record you are looking for is not in a deleted or archived state.

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Fix notification issues

Restore missing notifications

1. In the left sidebar, select Settings.
2. Select Notifications.
3. Verify the notification types you expect are enabled.
4. In the top navigation bar, select the bell icon to check if notifications are accumulating without browser alerts.
5. If you expect email notifications, check your spam or junk folder.

Reduce notification volume

1. In the left sidebar, select Settings.
2. Select Notifications.
3. Disable notification categories you do not need.
4. In the top navigation bar, select the bell icon, then select Mark all read to clear the unread count.

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Get 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

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

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Practical example: resolving a signature failure during an audit

Scenario: During a regulatory audit, a QA Manager needs to approve a batch record document. She selects Approve on the document, clicks Get Verification Code, enters the 6-digit code in the signature dialog, and sees the error: “Signature failed. Verify your code and try again.”

Resolution steps she follows:

1. Request a new verification code and re-enter it carefully. She requests a fresh code and enters it promptly — same error.
2. Check the document status. She scrolls up and confirms the document status is “Pending Approval,” which is correct for signing.
3. Try a different browser. She opens the same document URL in Chrome (she was using Firefox). The signature succeeds in Chrome.
4. Identify the root cause. She opens Firefox’s developer tools (F12) and checks the Console tab. A browser extension (“Privacy Shield Pro”) is blocking the API request to /api/signatures/sign. She disables the extension, reloads, and confirms signatures now work in Firefox as well.
5. Report the finding. She notifies the IT team that the “Privacy Shield Pro” extension interferes with the signature endpoint, so they can update the organization’s browser configuration guidance.

Key takeaway: When signatures fail unexpectedly, test in an incognito/private window or a different browser to rule out extension conflicts before escalating.