Skip to content

Troubleshooting

When something doesn't work, this page has the most common paths. If none of this resolves it, contact support.

Can't sign in

  1. Check the email — is it spelled right? Is it the email registered in ImmCase, not your personal one?
  2. Check the password — leading or trailing spaces? (Common copy/paste error.)
  3. Check the domain — are you at your-practice.immcase.ca, not somewhere else?
  4. If all good, use Forgot password? and reset.
  5. If you don't receive the recovery email either: your account may be disabled. Ask your administrator to verify.

I don't see a module

  • Permissions — your role/profile doesn't have access. Your administrator resolves this.
  • Disabled module — the module exists but is hidden. Ask admin if it should be active.
  • Old version — refresh the browser (Ctrl+F5). Rare but happens with recent changes.

A field doesn't save

  • Validation — some fields have rules (format, required, unique). Read the error message.
  • Field permission — your role may have that field as read-only. Ask admin.
  • Data changed by another user — if two people edit the same record simultaneously, one overwrites the other. Reopen and save.

Email isn't sending

  • Outbox: is it stuck pending?
  • SMTP log (admin): was there a connection, authentication, or invalid-recipient failure?
  • Quota: if your practice has a daily SMTP limit and you hit it, subsequent emails queue.
  • Temp solution: ask admin to verify SMTP configuration. See SMTP.

Video call doesn't work

  • Browser permissions: ImmCase needs camera and microphone permission.
  • Pop-up blocker: the video call opens in a tab/window — disable blocker for your domain.
  • Internet connection: slow Internet means video quality drops or fails. Try audio only.
  • Corporate firewall: some offices/networks block Jitsi. Try from another network to confirm.

PDF doesn't generate or looks broken

  • Unresolved tokens ({{something}} in the PDF): the data doesn't exist on the record. Fill the field.
  • Broken format: the template may have invalid CSS. Ask admin to review.
  • Blank PDF: browser blocked the download. Allow pop-ups for ImmCase.

Search doesn't find what I know exists

  • Type at least 2 characters — ImmCase ignores single-letter searches.
  • The field is searchable — ask admin. Some fields don't enter global search.
  • Permissions — you only find what you're allowed to see.
  • Old data not indexed — some mass changes may require reindexing. Ask admin.

A workflow doesn't trigger

  • Is it active? Settings → Workflows → workflow status.
  • Does the condition fire? The trigger filter may exclude your case.
  • Recent errors? The workflow's History tab shows failed executions with reason.

Uploaded a file but don't see it

  • Refresh the applicant/case's Files tab.
  • Right folder: did you upload to the applicant's or the case's? The two differ.
  • Quota reached: if storage hit quota, ImmCase may have silently rejected. Check with admin.

When to escalate to support

If none of the above resolves and your administrator can't either:

  • Note what you tried.
  • Capture the exact error message (screenshot if possible).
  • Note the approximate incident time.
  • Contact support. See Support contact.

Where to next