--- title: Troubleshooting Guide description: Step-by-step fixes for sign-in, cases, demands, negotiation, trust ledger, and portal problems. ---

Troubleshooting Guide

Fixes ordered from most common to least common. Each section follows the same pattern: symptom → check → fix. For one-line answers, see Common Issues and FAQ and the FAQ.

1. I cannot sign in

1. Confirm the email spelling and password, then try again.
2. If your firm uses MFA, confirm the code is current (codes expire quickly —

generate a fresh one).

3. If the page says the account is inactive, ask an admin to verify the

account and resend the invitation if needed.

4. Still failing? Clear the field autofill (managers sometimes fill an old

password) and try once more before contacting support.

2. My invitation link expired or the wizard is stuck

1. Invitation links expire — ask a firm admin to send a new one and use the

newest link in your email.

2. If the onboarding wizard seems trapped (for example on a 1-seat trial

invite), go back to the dashboard and re-enter onboarding from there, or ask your admin to re-invite you.

3. I cannot see a case

1. Search Work → Cases by case number or client name to rule out a filter

issue (clear named filters first — invalid filter input is rejected, so a leftover filter can hide results).

2. Check with the case owner or an admin: you may not be assigned to the case,

or your role may not allow access.

3. Leads live in the leads inbox, not the case list — check there before

assuming the matter is missing.

4. Room counts look wrong, or a room opened the wrong page

1. Refresh first — room lists (/cases?room=…) match their counts, and IOLTA

includes settled matters waiting on a debit, which surprises people.

2. Opening a live matter from a room list intentionally lands on the next

settlement move, not the overview. Only leads open the overview (to convert to intake).

3. If counts still mismatch after refresh, follow

Stale Version and Browser Cache Refresh.

5. Demand generate or send failed

| Error | Meaning | Fix | |-------|---------|-----| | 409 NO_STORED_MEDICAL | Medical file is empty | Add a treatment, bill, or record on the chronology page, then generate on /cases/:id/demand | | 409 CITED_SEND_REQUIRED | Sibling draft page cannot send | Move to /cases/:id/demand (the cited send path) | | 409 NO_RECIPIENT | No named carrier recipient | Fill in the recipient and send again | | 409 NO_DESTINATION | No destination | Fill in the destination and send again |

Remember: recording delivery marks the letter delivered but does not email, fax, or mail it. If the other side never got the letter, you still need to deliver it through your own channel.

6. I cannot log an offer, or settlement will not unlock

1. Enter a dollar amount on every money event — amounts are required, and a

$0 acceptance can never unlock Settlement.

2. Log the acceptance with Log acceptance while the matter is negotiable.

Changing a status dropdown, dragging kanban, or bulk-editing cannot settle a case — only a logged acceptance owns settlement status.

3. If the room still names Log offer, log the outstanding offer or demand

first.

7. IOLTA debit or reconciliation failed

1. Read the ledger banner — it names the exact blocker (open liens, failed

debit/recon, next step).

2. TRUST_OPEN_LIENS: clear open liens in the lien tracker first. Reduced

medical-bill and subrogation liens still block — clear them too.

3. Overdraw refusal: debits cannot exceed the trust account balance or the

client's case balance. Split the entry or correct the amount.

4. Bank/book mismatch: the ledger never stamps reconciled on a mismatch.

Recheck both balances and reconcile again.

8. A document upload failed

1. Confirm the file type is supported (PDF, DOC, DOCX, XLS, XLSX, CSV,

images) and the size fits your plan.

2. Refresh the page and retry once.
3. If it still fails, contact support with the document type, file size, and

case number. Old revisions are safe at /cases/[caseId]/doc-versions.

9. A signature request went to the wrong email

1. Void or cancel the request if possible.
2. Correct the recipient email and send a new request — never reuse an

incorrect signing link.

10. An integration says attention or blocked

1. Open Settings → Integration Reliability for the exact provider error.
2. Reconnect with live credentials, or ask an admin to update them. Stored

stamps alone never count as connected.

3. 409 PROVIDER_NOT_WIRED means that provider has no live wiring — it is

not usable yet. Do not retry with the same keys; check the Integration Reliability page for which providers are live.

11. A report export looks short

1. Re-run the export — exports stream the complete filtered set in the

current release, so an old short file was likely truncated by the previous behavior.

2. Check your filters: an extra filter narrows the set legitimately.
3. Advanced reports stay behind a toggle — enable it first if rows are

missing.

12. I see old data after a deployment

1. Hard-refresh the page.
2. If it persists, follow

Stale Version and Browser Cache Refresh.

3. If it still persists, report the page URL and the app version stamp from

Settings/diagnostics to support.

13. Notifications or AI credits look wrong

1. Missing notification? Check the notification list and sidebar badges,

including bulk-read state — triaging with mark-all-read hides items by design. Portal messages arrive in the same thread staff answer from Communications Hub.

2. AI credits low? Ask an admin to review usage and add credits. Avoid

regenerating the same output repeatedly.

How to report a problem

Include all four: page URL, case number if relevant, what you expected, and what happened (exact error text like TRUST_OPEN_LIENS helps). Send it via the in-app help area or to your firm admin.