Typical Issues and Where to Look¶

Symptom	Where to Look	Resolution
"Login has failed" message	Membership table - check username and password	Reset password via membership screens
"Your account is locked out" message	`aspnet_Membership` table - `IsLockedOut = 1`	Unlock via membership screens or SQL (see User Account Management)
Self-registered user cannot log in	`aspnet_Membership` table - `IsApproved = 0`	Approve via Membership Applications screen
User logs in but sees no data	`Project_Users` table - user not assigned to any project	Add user to the relevant project(s) via Project Users screen
User logs in but sees wrong menu items	Role assignments - user missing required role	Check Membership Users In Roles and assign the correct role

Application Errors¶

Symptom	Where to Look	Resolution
User reports a `[Ref: <guid>]` error	Query `Errors` table in the database using the GUID	Review `Details` JSON column for exception message and stack trace
HTTP 500 error page	Windows Event Log -> Application, IIS logs, `Errors` table	Check for recent deployment changes or database connectivity
Blank/white page after login	IIS Application Pool - check if it is running	Recycle or restart the Application Pool
Page loads but grid is empty	Database connectivity, controller XML SQL query	Test connection string; check SQL Server is accessible from web server

Symptom	Where to Look	Resolution
Pages taking long to load	SQL Server - slow queries or blocking	Review execution plans; check for index fragmentation
Slow after IIS recycle	Application Pool cold start	Enable AlwaysRunning start mode on the Application Pool
Slow for all users simultaneously	Web server CPU/memory, SQL Server load	Check server resource utilisation; scale if needed

Symptom	Where to Look	Resolution
Upload fails silently	`web.config` -> `maxRequestLength` setting	Increase if the file exceeds the limit (currently set to ~2 GB)
Download returns an error	`Blob.ashx` handler registration in `web.config`	Confirm `<handlers>` entries for `Blob.ashx` are present
Attachment not found	BLOB adapter key in `web.config` `<appSettings>`	Confirm the relevant `*BlobAdapter` key is correctly configured

Symptom	Where to Look	Resolution
Report fails to render	`Errors` table; Windows Event Log	Check for SQL errors in the report controller query
Report renders but shows no data	Filter criteria on the report page	Check that the filter values are set correctly
Report shows formatting issues	`.rdlc` file under `/app/reports/`	The report template may need to be updated via Visual Studio RDLC designer
`Report.ashx` returns HTTP 500	IIS logs, `Errors` table	Check `Microsoft.ReportViewer.WebForms` is installed on the server

Symptom	Where to Look	Resolution
No email received after expected trigger	SMTP provider logs; `Errors` table	Check SMTP credentials and server accessibility
Email sent but not received	SMTP provider spam/bounce logs	Check recipient address validity; check spam filters
SMTP authentication error	`web.config` -> `<mailSettings>`	Verify username, password, and port
Wrong recipient address	Controller XML `<rule type="Email">`	Update the `To:` or `CC:` header in the relevant controller XML

Symptom	Where to Look	Resolution
Site intermittently unavailable	Windows Event Log -> Application; IIS Application Pool state	Check for unhandled exceptions or memory pressure; review `Errors` table
Application Pool stops unexpectedly	Event Log error code	Ensure .NET Framework 4.8 is installed; confirm IIS modules are registered

Use this page as a quick index to point administrators to likely root causes.