Skip to main content

Error Messages & Troubleshooting

Every application occasionally shows a message when something does not go as planned — a form that needs a missing value, a file that is too large, a page that could not load, or a temporary problem on the server. Seeing a message is not a dead end. Almost every message you will ever see in Protrak either tells you exactly what to fix, or can be resolved with a few simple steps.

This guide lists the messages you may encounter as an everyday user, grouped by the area of the product they relate to. For each message you will find:

  • What it means — in plain language.
  • When it appears — the action or situation that triggers it.
  • What you can do — the steps to try, in order.
  • If it keeps happening — what to collect and who to contact.

You do not need to read this guide end to end. Use the sidebar to jump to the category that matches what you were doing, or use the search box at the top of the page to look up the exact words you saw on screen.

In a hurry? Look up the exact words you see

Go to Find Your Message and press Ctrl+F (Cmd+F on a Mac) to search the wording on your screen. It tells you what kind of message it is and links straight to the page that explains how to fix it.

How messages appear in Protrak​

Messages show up in a few different ways. Knowing the style helps you understand how serious a message is and where to look for it.

StyleWhat it looks likeTypical meaning
Inline / field messageRed text next to a field or at the top of a formSomething you entered needs to be corrected before you can continue.
Toast / pop-up notificationA small message that appears briefly (often in a corner) and fades awayA background action succeeded or failed (an export, an upload, a save).
Dialog / pop-up boxA box in the centre of the screen with an OK or Continue buttonYou need to acknowledge something, confirm an action, or read details.
Empty-state messageCalm grey text inside a widget or list, such as "No records were found."Not an error — simply nothing to show yet.
Whole-widget or whole-page messageA red message replacing a widget, a report, or the entire pageThe content could not be loaded. Often temporary.
"Click to see details"A short message with a link or button to reveal moreExtra technical detail is available — useful to screenshot for support.
Empty is not the same as broken

Messages like "No records were found", "No attachments are available yet", or "No new notifications" are normal empty states. They mean there is simply nothing to display right now — not that something has gone wrong.

First things to try for almost any message​

Before digging into a specific message, these quick steps resolve a large share of everyday problems:

  1. Read the message fully. Many messages name the exact field or file that needs your attention.
  2. Refresh the page (press F5, or Cmd+R on a Mac). Temporary loading and network glitches usually clear on a refresh.
  3. Check your internet connection. A dropped or unstable connection causes many "could not load" and "could not save" messages.
  4. Try the action again. Some failures are momentary — a second attempt often succeeds.
  5. Sign out and sign back in. This refreshes your session and permissions, and resolves most "session expired" and stale-data situations.
  6. Try a different supported browser or an up-to-date version of your current browser. See Browser & Environment.

If the message is still there after these steps, move on to the specific advice for your message in the pages that follow.

Who to contact — Support vs. Administrator​

There are two different people you may be pointed to. Choosing the right one gets you help faster.

Your Protrak Administrator​

This is the person inside your own organisation who manages Protrak — sets up users, roles, permissions, templates, and settings. Contact your administrator when a message is about what you are allowed to see or do, or about how the product has been configured for your organisation. Typical signs:

  • The message contains "Contact system administrator" or "Contact administrator".
  • The message mentions permission, access, role, template not configured, or not configured.
  • You believe you should be able to see or do something, but the option is missing.

Protrak Support (Prorigo)​

This is the product support team at Prorigo Software. Contact Support when a message points to a problem in the product itself — something that keeps failing even though your permissions and setup are correct. Typical signs:

  • A message persists after you have tried the steps in this guide and your administrator has confirmed your access and configuration are correct.
  • You see a generic failure such as "An exception condition was encountered…" repeatedly.
  • Something that used to work has stopped working for everyone.
Not sure which one?

Start with your administrator. They can confirm whether it is a configuration/permission matter (which they fix directly) or a product issue (which they escalate to Protrak Support on your behalf, with the details below).

What to collect before you contact anyone​

Whether you contact your administrator or Protrak Support, providing this information up front means your issue can be understood and resolved without a lot of back-and-forth. Collect as much of the following as you can:

Always useful

  • The exact message text — type it out or, better, take a screenshot of the whole screen (not just the message).
  • Date and time it happened, and your time zone. This lets Support match the event to server logs.
  • What you were doing — the steps that led to the message, in order, so someone else can reproduce it.
  • Where it happened — the name of the page, widget, or report, and ideally the web address (URL) from your browser's address bar.
  • The specific record — the item type and its name/ID (for example, the record you were editing, linking, or exporting).
  • Your username and your role, if you know it.

When it is a loading, saving, or "something went wrong" problem

  • Whether it happens every time or just once. Try to reproduce it once more.
  • Whether colleagues see the same problem, or only you.
  • Browser and version (for example, Chrome 126) and your operating system (Windows 11, macOS, etc.).
  • If a "click to see details" link or an error box is shown, open it and screenshot the details as well.
A great screenshot answers most questions

A single screenshot that shows the message, the page you were on, and the browser address bar captures most of the checklist above at once.

Advanced: capturing technical details (optional)​

If Support asks for deeper diagnostics, you can capture them from your browser's built-in developer tools. You do not need to do this unless asked.

  1. Press F12 (or right-click the page and choose Inspect) to open developer tools.
  2. Open the Console tab and screenshot any red error lines.
  3. Open the Network tab, reproduce the problem, then click the failed (red) request and screenshot its Headers and Response.

Every request Protrak makes carries a unique correlation ID (shown as an X-Correlation-Id header on the request). If you can capture that value for the failed request, include it — it lets Support find the exact matching entry in the server logs.

Categories​

Use the sidebar, or jump straight to the area you need: