Troubleshooting Tideswell

Troubleshooting is the part of these docs organised by symptom rather than by feature. Each page starts from something you noticed, such as "Priya cannot see Buying" or "the stock alert never came", and walks through the causes in the order worth checking them.

Why does Tideswell need a troubleshooting section?

Because most problems in Tideswell are settings doing their job. A workspace switches modules on and off, every permission has a minimum role, and Tideswell usually hides what a person cannot use rather than showing it greyed out.

From the outside, a setting and a fault look the same: something you expected is not there. These pages help you tell them apart before you report anything.

What should you check first?

Check three things, in this order. Together they explain most reports of "it is not there" or "I cannot do that".

1. Is the module on? A module switched off takes its pages out of the menu for everyone. An admin checks Settings › Modules, covered in How to switch parts of Tideswell on and off.
2. What role does the person need? Every row on Settings › Permissions names a minimum role: member, lead or admin. See How to set who can do what.
3. Which department do they lead? On tasks, projects and the work planned inside a project, a lead permission counts only in a department the person leads. Everywhere else, leading any department counts as lead.

Every active member counts as a member in every department, so a row set to member applies to everyone, whatever their departments. How to work out who can do what in your workspace explains roles in full.

When would you use these pages?

• Dana says Buying is missing from her menu, and you can see it. That is almost always her role, and Why a button or section is missing shows which row to change.
• A new starter signs in and lands on a screen asking for a signup code. They used a different address from the one you invited, covered in Why someone cannot get in or cannot edit.
• A stock alert you expected this morning never arrived. Start with Why an automation or workflow did not run.
• Something is broken and you cannot fix it with a setting. Send the Tideswell team a screenshot, as covered in How to report a problem from inside Tideswell.

What is this section not for?

Use these pages to find a cause. To learn how a feature works from the beginning, go to that feature's own section instead, starting from How to find your way around.

What habits solve most problems?

Two habits: read the message on screen, and name exactly what is missing.

Read the message on screen. Tideswell says why when it refuses. A bulk change that only partly worked reports how many changed and how many could not, with the reason. A greyed Assign says to select tasks from a single department, and a page you cannot open shows a padlock and says access is required.

Name exactly what is missing. "I need View suppliers" gets fixed in a minute. "Buying is broken" does not.

Where to go next

1. Why a button or section is missing, when an area, a page or a button is not there.
2. Why someone cannot get in or cannot edit, when someone cannot sign in or cannot change something.
3. Why you are not being notified, when notifications stop arriving.
4. Why an automation or workflow did not run, when an automation or workflow should have run and did not.
5. Why a figure looks wrong, when a number does not match what you expected.
6. How to fix receiving, stock corrections and imports that fail, when receiving a delivery, a stock correction or an import fails.