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Troubleshooting

Search for what you're seeing, or browse the reference below. Each symptom links straight to the page that explains the cause and the fix.

Find your symptom

I changed a role but the user still has the old permissions
They need to log out and back in. Roles are evaluated at login.
New translations don't appear in the planning view
Translations are cached in the browser. A hard refresh (Ctrl+F5) clears the cache.
Jobs or resources are missing from the map
No coordinates. Usually incomplete addresses, non-ISO country codes, or the nightly geocoding job has not run yet.
A record stays off the map even though I fixed the address
Old signature is on the geocoding blacklist. Re-run the per-row geocode button or contact support to purge the entry.

First steps for any issue

If your symptom isn't listed above, run through these in order. They resolve a large share of incidents on their own.

  1. 1
    Check the transactions log
    Most integration problems show up here first. Open errors and read the latest failure message.
  2. 2
    Verify connectivity
    Confirm the back-office system is online and that firewalls allow traffic from Dime.Scheduler to it. 504 / timeout errors almost always come from here.
  3. 3
    Re-check authentication
    Credentials, secrets and API keys expire. Make sure the configured account hasn't rotated, locked, or lost the required permissions.
  4. 4
    Hard-refresh & re-login
    For UI oddities and stale data: Ctrl+F5, try an incognito window, and log out and back in to pick up role and translation changes.

Browse other areas

User Troubleshooting
Resolve common issues users encounter when working with the planning interface.
Login Issues • Planning Board • Profile Layouts • Permissions
Business Central Integration
Troubleshoot data synchronization and integration issues with Business Central.
Connection Issues • Transaction Errors • Authentication • Timeouts
NAV Integration
Resolve integration problems with Microsoft Dynamics NAV.
Web Services • Appointments • Data Sync
Exchange Integration
Fix calendar synchronization and Exchange connectivity issues.
Calendar Sync • Authentication • Mailbox Access
Zapier Connector
Resolve automation and workflow issues with the Zapier integration.
Authentication • Triggers • Actions • Data Formatting

Still stuck?

Gather the error message, a screenshot, the exact steps to reproduce, and the time it started. For urgent issues affecting production systems, contact support directly with that diagnostic information ready.

Contact support

Reference​

The sections below are the same answers, listed in full.

User administration​

I changed a user role but users are able to do things they aren't supposed to. What has gone wrong?​

The change most likely hasn't taken effect for users who were already signed in. Ask them to log out and log back in, then check whether the new role permissions now apply.

Field templates​

Where is the setting to change the body text for appointments?​

You'll find it in field templates.

Map and geocoding​

Jobs or resources are missing from the map​

The map only plots records that have coordinates. If something is missing, geocoding has not produced a coordinate for it. The most common causes:

  • The address is incomplete or ambiguous. A street name without a city, a city without a country, or only a postal box rarely resolves cleanly. Encourage users (or the back-office system) to populate the structured fields fully: street, street number, zip, city, country.
  • Free-text addresses are filled in instead of the structured fields. The structured fields are far more reliable. Where possible, fix the back-office mapping so addresses arrive in the dedicated columns.
  • Non-ISO country values. The geocoder expects ISO 3166 codes. Map localized country names ("Belgique", "Deutschland") to their codes in the localization view.
  • The nightly job has not run yet. Newly imported records are picked up by the next nightly geocoding pass. To geocode immediately, use the Geocode All toolbar button on the jobs or resources page, or the per-row geocode button on a single record.

A record stays off the map even though I fixed the address​

Dime.Scheduler maintains a blacklist of address signatures that previously failed to resolve. The blacklist is what keeps the nightly job from hammering the provider with the same bad input every night, but it can mask a fix:

  1. Open the jobs or resources page and click the per-row geocode button on the corrected record. If the new address differs enough from the old one, this often resolves it on the spot.
  2. If it still fails, the record may share a signature with an earlier blacklisted entry. There is no in-app screen to inspect the blacklist yet; contact support and we will purge the stale entry. See the geocoding documentation for the full story.

Localization​

New label translations are not shown in the planning view?​

Translations and global configuration are cached in the browser to keep things fast. Press CTRL + F5 in the planning view to clear the cache and pull in the latest labels. For more detail, see localization.