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Troubleshooting

Troubleshoot calibration notifications

Diagnose missing, delayed, unexpected, or unread calibration reminders using checks available in the application.

Reference and support For Owner, Administrator, Quality manager, Calibration manager, Calibration engineer

Troubleshoot calibration notifications

Use this checklist when a calibration reminder is missing, delayed, unexpected, inaccessible, or still shown as unread. Start with the symptom, then verify current requirement state and organisation policy before assuming delivery failed.

I expected a reminder but none appeared

  1. Open the requirement and confirm it is active.
  2. Check its current due status and next due date.
  3. Confirm the equipment is assigned to the expected site and that the site's timezone is correct.
  4. Check that the requirement has the intended active responsible member.
  5. Ask a notification policy manager to confirm that notifications and the relevant due-soon, due-today, or overdue reminder type are enabled.
  6. Check whether the site's configured local evaluation hour has passed.
  7. Allow for the next scheduled notification run; the evaluation hour is not an exact delivery time.
  8. Confirm that your membership is active and can read both notifications and calibration requirements.

Draft, suspended, retired, and archived requirements do not create new reminders. Due-soon is created once per due-date episode, due-today applies only on the site's local due date, and the first overdue reminder applies on the following site-local day.

If a requirement has no responsible member, reminders go only to eligible oversight members. Assign responsibility when an individual should receive future reminders.

The in-app reminder appeared, but no email arrived

  1. Ask a policy manager to confirm that email is enabled in the organisation policy.
  2. Check the settings page for an email transport unavailable warning.
  3. Confirm that your account has the expected email address and that your organisation membership is active.
  4. Check spam, junk, quarantine, mailbox rules, and storage limits.
  5. Allow for temporary delivery delays or another delivery attempt.
  6. Continue using the in-app notification and current requirement record while email is investigated.

Email is an additional channel and receipt is not guaranteed. If email transport is unavailable or delivery fails, the calibration requirement and its due status remain unchanged, and in-app notifications can continue when enabled.

The reminder arrived later than the configured hour

  1. Confirm the timezone on the equipment's site.
  2. Interpret the policy hour in that site timezone, not your own timezone.
  3. Check whether daylight-saving time recently changed.
  4. Remember that the configured hour is when the site becomes eligible for evaluation, not an exact arrival commitment.
  5. If delays persist across several evaluation days, ask an organisation manager to contact the service operator with the organisation, site, requirement, expected local date, and approximate observation time.

Do not include passwords, access tokens, certificate files, or sensitive audit evidence in a support request.

I received a reminder for work that is no longer due

  1. Open the linked requirement rather than relying on the notification text.
  2. Check the current due status, next due date, lifecycle, and latest approved calibration event.
  3. Confirm whether the notification was created before the requirement changed.
  4. Mark the historical notification as read after reviewing it.

Notifications retain the state observed when they were created. Completing calibration, changing a due date, suspending a requirement, or moving equipment does not rewrite or delete earlier notifications. New reminders stop when the current policy and requirement state no longer make them eligible.

I received an overdue reminder more than once

  1. Open notification settings or ask a policy manager to check the overdue repeat interval.
  2. Confirm that the requirement remains active and overdue.
  3. Compare the reminder dates with the configured cadence using the site's local dates.
  4. Complete or correctly reschedule the underlying calibration work when appropriate; marking a notification read does not stop overdue reminders.

Repeat reminders are expected while an active requirement remains overdue and overdue reminders remain enabled.

The wrong person received the reminder

  1. Open the requirement and check its responsible member.
  2. Confirm that the displayed member is active in the selected organisation.
  3. Determine whether the reminder concerns unassigned or overdue work, which can also be sent to eligible oversight members.
  4. Update the responsible member if future reminders should go to someone else.
  5. Check that you are comparing notifications from the same organisation membership.

Recipient changes affect future generation. They do not move, delete, or change the read state of notifications already addressed to another membership. A newly assigned recipient may receive the current actionable state, but not every missed historical occurrence.

The unread count does not change

  1. Open the notification centre in the same organisation shown in the header.
  2. Mark the individual item as read, or use the available bulk action for the visible or selected items.
  3. Confirm that the action completed without an error message.
  4. Refresh the notification centre if the count could not be reloaded.
  5. Check for other unread pages or reminder types hidden by the current filters.

Read state is scoped to your membership. Marking one notification read does not mark another recipient's copy or a notification in another organisation as read.

Notification settings are unavailable or will not save

  1. Confirm that you selected the intended organisation.
  2. Check whether Notification settings appears beneath Notifications.
  3. Ask an organisation owner or administrator to confirm your notification policy management permission.
  4. Ensure the overdue repeat interval is between 1 and 90 days.
  5. Ensure the site-local evaluation hour is between 0 and 23.
  6. If the policy changed while you were editing, reload it, review the newer version, and reapply your change.
  7. If email cannot be enabled, review the displayed transport availability state and contact the service operator when deployment email should be configured.

Policy access, notification-centre access, and oversight recipient status are separate permissions. Having one does not imply the others.

Next steps