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Troubleshooting & FAQs

Access and visibility problems

When someone can't see a record, a tab, or a button, the cause is almost always one of a few settings: what their role allows, what their permissions and groups give them, and which clients, projects, or other members they have access to. Work through the checks below in order. Users can check the first section themselves; the rest are for administrators.

Jump to:

Check your own view first​

  1. Your selection in the left panel. Every tab follows it. Click View all in the sections you selected, so nothing narrows the list.
  2. The filters of the tab, such as Person, Time period, or Invoicing status in Time.
  3. Archived and trashed records. They leave the lists. Look in Archived or Trash at the bottom of the left panel. See Archiving and restoring.

Sections you untick here disappear from your own left panel only.

A record a colleague sees and you don't​

An administrator checks, in order:

  1. The role. Is the user's role allowed the permission at all? See Role defaults and maximums.
  2. The user and their groups. Is the permission on for the user, or for one of their groups? See Groups.
  3. The module. Is the tab turned on for the user?
  4. The members. Does the user have access to every client, project, department, or other member the record is classified in? One member without access is enough to hide it.
  5. An unclassified record. A record in no member follows the permissions for records without classification.

See Permissions and access control.

A tab is missing​

The user has no permission for that module, or their role doesn't allow it. An administrator turns it on in the user's or group's Module Permissions.

A button or field is missing​

  • The permission level. With read-only access, you can see and comment, but not change or delete. Ask for write access on the client or project.
  • The record's state. Some records can't be changed once they are further along, such as an invoiced time entry, which can't be deleted.
  • The form. Your firm may hide fields on a form, or show them only on some subtypes. See Working with custom fields and forms.

Example: a new hire who sees no projects​

A new biologist signs in and the Projects section is empty. Her administrator finds she has a role but no group. He adds her to Biology, and she sees the biology projects the next time she opens EVX Software.

What you can do next​

  1. Permissions and access control for how access is calculated.
  2. Setting up your permission structure to prevent these problems.
  3. Contact support if the checks don't solve it.
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