Common questions

Troubleshooting and support: start with the record and the message; help. This is chapter 41 of the NormaQMS User Guide.

Start with the record and the message

If a save or transition is refused, read the error and the record's checklist before retrying. Check that the page still represents the latest state. Another person may have acted since you opened it. A disabled control, missing control, and failed submit can have different causes.

Symptom	Check and response
Organization or record not found	Confirm signed-in email, organization, unit membership, and external-grant scope; clear filters before recreating anything
Module missing from sidebar	Check More, personal pins, roles, and plan access; ask the administrator if access is needed
Locked module after payment	Reload and inspect Billing; provide support the organization and purchase context if it persists
Everything is read-only after a failed payment	The 14 days of grace after the first failed payment have ended; an administrator chooses Update payment in the banner or Manage billing; reading and exports keep working, and nothing is deleted (chapter 35)
Modules read-only after the trial	The 30-day trial ended without a paid plan; records stay readable; an administrator chooses a plan in Billing
Tablet says Nothing can be signed while this account is read-only.	The account is read-only after a failed payment, or closed; the floor banner says which; update payment at the desk, then sign (chapter 21)
Signed out after 15 minutes	The server ends any session idle for more than 15 minutes; sign in again, and save work before stepping away
Asked for an authenticator code	You set up an authenticator app, or you are an administrator; enter the code the app shows now; lost device: email support@normaqms.com from your sign-in address (chapter 2)
Current password refused or required	A password change needs the current password unless you opened an emailed link in the last 15 minutes; use Email me a link to set a password
Too many wrong passwords. Wait an hour, or reset your password.	Ten wrong passwords for that email in the last hour, or 30 from your network address across any emails; wait for the hour to pass, or choose Forgot password? on the sign-in page; nobody needs to unlock it (chapter 2)
Signing is paused for an hour after 5 wrong passwords.	Five wrong signing passwords for your account in the last hour; your administrators were emailed; the pause lifts by itself; if it was not you, set a new password with Forgot password? (chapter 32)
The password could not be checked. Nothing was signed. Try again.	Norma could not reach the password check; nothing was signed and the attempt does not count as a wrong password; try again
That could not be saved. Try again, and tell support if it keeps happening.	The save failed for a technical reason, not because of a rule on the record; try once more, and if it repeats, choose Contact support with the time and what you were saving. A refusal about your record, such as a missing field, still shows its own sentence
Cannot create or edit a record that others can	You hold no functional role, or you work under an Advise key; ask an administrator for the role that matches your work (chapter 4)
You cannot do that on this record.	The record belongs to a unit outside yours and your role is department-scoped; ask someone in that unit or with an organization-wide role (chapter 4)
File refused	Over 25 MB (or the field's lower limit), contents that do not match the file type, or active content such as an SVG or a macro-enabled file (chapter 5)
Asked to accept the terms	A new Terms of Service or Privacy Notice version was published; read it and choose I agree and continue
Workspace shows Account closed	An administrator closed the account; records are kept until the date shown; email support@normaqms.com to reopen before then
Signature rejected	Check password, named approver, current revision, and decision meaning; an author cannot approve their own revision
File replacement blocked	A signature or lifecycle state may have frozen the revision; create the next revision for changed content
Send for review unavailable	Attach the file and add at least one approver
Mark approved or Make effective refused	Check every required approval and the user's authority; one missing or negative approval blocks the gate
Document review due unexpectedly	Check effective date, review interval, and latest periodic review; finish any open revision
Training changed to Due	Inspect the new effective revision and training-impact decision; complete the current requirement
Approved revision did not take effect on its date	The page reads Not released on {date} with the reason; resolve it, or Cancel schedule and make it effective again (chapter 9)
Trainer cannot sign someone off	The trainer needs a live designation covering the item, their own training current on that revision and their own refresher not lapsed, and cannot sign their own record (chapter 11)
Training sign button replaced on the tablet	PIN signing for training is off (Sign in on a computer to sign training.); sign at the desk with a password
Tablet refuses a sign-off for training or a deviation	The person is not trained on the job's revision of the work instruction, or has not acknowledged a temporary deviation on the operation; finish it in Your training or acknowledge it in the panel, or a quality manager overrides (chapter 11)
A current training count differs by user	Compare department visibility, active people, requirements, and report definitions
Calibration date did not advance	Fail does not advance last-good date; inspect the result, date, and interval
NC will not close	Disposition, rework or repair verification, or CAPA decision is missing, or the concession is pending, expired, exhausted, or of unknown quantity
CAPA remains open after actions finish	Record implementation and Verify by, then perform effectiveness verification
CAPA reopened after verification	Not effective intentionally returns it to In progress; record the next implementation and check
Production release blocked after reinspection	A Fail blocks until a nonconformance raised from that row is Closed with any concession in force; a later Pass does not cover it
Audit refused at scheduling	The planned date is outside the program period, the program is not approved, or the auditor owns the process or built your system; record an independence exception or name another auditor
Close finding not offered	A Major or Minor finding needs Record verification first
Objective will not take a measurement	It reads a metric; record the value on the metric, or unlink it with a reason
Certificate recorded but the person is still refused	The qualification is Pending acceptance, expired, revoked, or not tagged to the Traveler qualification
Tablet refuses a sign-off	Read the message: hold, qualification, missing check, failed characteristic, gage, or count; chapter 21 lists each with its way out
Job cannot be released in Traveler	The router was withdrawn, or no router is released; cancel and recreate on the current router
Inspection plan will not release	Check product reference, revision, and at least one characteristic
Change will not submit or approve	Check all impact domains and notes, implementation plan, and effectivity
Complaint or event will not close	Follow its specific checklist; check reportability reference or exclusive notification alternatives
Management review will not close	Populate every input area and decisions; verify seeded text was actually reviewed
Import count differs from pasted rows	Inspect errors and duplicate rows defaulted to Skip; only eligible write actions count
Deployment or update refused	Check open revisions, stale preview, required variables, pack publication, and practice access
Supplier or auditor cannot enter	Match invitation email, acceptance, expiry, revocation, and the correct external portal
CSV appears empty	Clear filters, confirm the selected register, and check whether the figure you came from counts only records your access covers
Organization export refused as too large	Use Settings > Evidence archives
Organization export or evidence archive link missing, or a code asked for first	These exports are for administrators, behind the second sign-in step; a quality manager uses the register CSV. Without an authenticator app, an emailed code is enough for the termination pack, but the organization ZIP and evidence archives send you to Settings to set one up first (chapter 34)
Consultants list shows No end date: set one	The key was issued before end dates were required; choose Set dates and give it one (chapter 38)
Unsaved draft did not return	Recovery is limited to supported forms, browser storage, and seven days; files and passwords are excluded
Chain does not verify	Preserve the reference, exported evidence, and error; escalate before relying on that chain

Help

Open Help for searchable module, record, account, billing, and troubleshooting articles. The public Help area and in-app Help can provide the same topic content in different navigation contexts. Use the article title or support topic identifier when available.

When the guide does not answer it, choose Contact support, in the user menu and at the foot of both Help pages. It opens an email to support@normaqms.com with your organization's name in the subject; a person reads every message.

For a workflow question, open the relevant Help article from the profile menu. The article explains the task, the surrounding workflow, and the related modules. If an action produces an error, record the module, record reference, action attempted, exact error text, approximate time, browser, and whether the issue affects one user or several. Note what you expected and what happened.

The public site also includes product information, account entry points, Help, educational blog articles, verification, and the token-protected Passport. Educational articles do not change your shop's approved instructions or create records in its QMS.

In the user guide

This article is chapter 41, "Troubleshooting and support", of the NormaQMS User Guide (NORMA-UG-001), which is under Help > User guide. Chapter numbers in the text refer to that guide.