RotationGrid docs / Troubleshooting

Support

Run the quick checks before you escalate

Most issues in RotationGrid are caused by the wrong organisation or programme in the header, missing setup, access scope, or ordinary planning conflicts. Use this page for the quickest checks before you raise the issue elsewhere.

Magic links and invite emails are sent by the platform's email provider. If the email does not arrive:

  1. Check your spam or junk folder.
  2. Confirm you entered the correct email address on the sign-in page.
  3. For magic links, the account must already exist. If you have not been invited yet, ask an organisation admin to create your account first.
  4. For invite emails, ask the admin who created your account to confirm the email address they used.
  5. Try again after a few minutes. If the email still does not arrive, escalate to an admin.

I can sign up, but I cannot get a password reset email

If your email domain has been added as a trusted signup suffix, self-signup works without email verification — and password reset by email is deliberately switched off for that domain, in favour of an administrator-managed reset.

  1. Enter your email address on the forgot-password page.
  2. If the page says that password resets for your @suffix are handled by an administrator, do not wait for a reset email — it is not coming.
  3. Ask a platform admin, or your usual admin contact, to reset your password.
  4. If the page still offers a reset-link action, your domain is not a trusted suffix and the normal email reset flow applies.

I lost the phone with my authenticator app

Use a recovery code. It releases your account so you can set up a new authenticator, and it needs no email.

  1. Sign in with your email address and password as usual.
  2. On the code screen, choose I do not have my authenticator.
  3. Enter one of the recovery codes you saved when you turned two-factor authentication on.
  4. You are signed out. Sign in again with your password.
  5. Open Account Settings and set up your new authenticator.
  • Each recovery code works once. Cross it off your list.
  • Generate a fresh set from Account Settings afterwards, using New recovery codes. That replaces every old code.

I lost my authenticator and my recovery codes

Two-factor authentication must be cleared for your account before you can sign in again. Nothing in this process happens by email. An organisation admin clears it in the app.

  1. Ask your organisation admin to reset your two-factor authentication.
  2. The admin opens the Admin Panel, selects Edit user access on your row, and selects Reset two-factor authentication. The audit log records it.
  3. Sign in with your email address and password.
  4. Open Account Settings and set up a new authenticator.

The app says I must verify my authenticator to continue

Your account holds a verified authenticator, but this sign-in has not used it yet. This happens when a browser session is older than the authenticator.

  1. Sign out.
  2. Sign in again with your password.
  3. Enter the six-digit code from your app when asked.

I want to re-run the onboarding tour

The guided tour that runs on first login can be started again at any time.

  1. Click the ? icon in the top-right area of the header.
  2. Choose Re-run tour from the dropdown menu.

I signed in, but I cannot see the right data

Missing data is often caused by the wrong organisation or programme in the header, not by deletion.

  1. Check the selected organisation in the header.
  2. Check the selected programme in the header.
  3. Refresh the page.
  4. Reopen the view you were using.
  5. If the data is still missing, ask an organisation admin to confirm your programme membership.

I was signed out while I was away from my desk

RotationGrid signs you out after 30 minutes with no typing, clicking, scrolling or tapping. Trainee data is confidential, and an unattended signed-in screen is one of the things NHS information governance asks us to prevent.

  • Working in any RotationGrid tab counts as activity, so a second tab you left open will not sign you out of the one you are using.
  • Closing the laptop lid counts as being away. You will be signed out on waking if you were away longer than 30 minutes.
  • Nothing you saved is lost. Placements, trainees and site changes are saved as you make them, not when you sign out. An open dialog you had not confirmed is the only thing that goes.

I can sign in, but I cannot open a tab I expected

Tabs are permission-based. If a tab is missing or disabled, your role may not include the required permission.

  • Blueprints and Platform require platform admin access.
  • Admin requires user management permissions.
  • Programme Setup requires programme management access.
  • Manage Sites is disabled until the programme has been initialized in Programme Setup.
  • Org Report requires user management access. Programme managers do not see it, because the report covers every programme in the organisation.
  • Recycle Bin depends on restore permissions for the record types involved (trainees, placements, or sites).

I selected a new programme and setup looks missing

New programmes need an initialized local template before planning can begin.

  1. Confirm you selected the correct programme.
  2. Open Programme Setup.
  3. Choose a starter blueprint if the programme is not initialized yet.
  4. Save the programme setup.
  5. Return to Capacity Grid or Trainee List after initialization.

I cannot save because of a conflict

The app uses version checks to prevent one user from silently overwriting another user's work.

  1. Refresh the current view.
  2. Reopen the record.
  3. Compare your intended change against the latest saved version.
  4. Re-enter the change if it is still needed.
  5. Save again.

Programme Setup uses the same version check. All of its sections share one version, because they are edited from one screen. If a colleague saves any section while your screen is open, your next save stops with a conflict message. Programme Setup reloads itself when this happens, so you can see the current values before you apply your change again.

A trainee has an overlap or gap warning

These warnings come from the trainee's own placements: two cover the same month, or months between them have no placement. A drag on the grid moves one placement only, so it is a common cause.

  1. Open the trainee record. In the validation report, select the card's View Trainee.
  2. In Issues on this pathway, select Resolve on the gap or overlap.
  3. Pick a fix and check the Timeline Preview.
  4. Select Apply Changes.
  5. Check that the issue has gone from the panel.

Fix an overlap, a gap or an over-capacity site explains each fix.

A site is over capacity

Capacity warnings happen when planned WTE exceeds configured capacity for the affected group and period.

  1. Open Capacity Grid or the validation report.
  2. Identify the affected site and period.
  3. Move or edit the relevant placement, or review local capacity setup.
  4. If the plan is correct, ask an organisation admin to verify the configuration.

I deleted something by mistake

Most operational deletes are soft deletes, so recovery starts in Recycle Bin.

  1. Open Recycle Bin.
  2. Search for the deleted record.
  3. Run the restore action.
  4. Return to the operational view and confirm the record is back.

I cannot manage a user or assign the right access

User management is organisation-scoped. You need organisation admin access in the correct organisation.

  1. Confirm you are in the correct organisation.
  2. Open Admin.
  3. Review whether the target programme belongs to that organisation.
  4. Check whether you are trying to assign a platform-only capability.
  5. If needed, ask a platform admin to handle cross-organisation or blueprint work.

I need to exit testing (scenario) mode

When the planner mode toggle shows Testing, you are working in a scenario sandbox. The live plan is not affected.

  1. Look at the planner mode toggle in the app header — it shows Live, Testing, or View.
  2. To return to the live plan without saving, select Live in the toggle.
  3. To save your scenario changes to the live plan, use the Promote action while in Testing mode.
  4. To abandon the scenario entirely, use the Discard action.

I cannot undo a change

Undo and redo are available for some, but not all, operations.

  • After a change, the confirmation message offers Undo for a short time.
  • Press Cmd+Z (Mac) or Ctrl+Z (Windows) to undo your own latest change that can be undone. It does nothing while you type in a field or a dialog is open.
  • The audit history section of the trainee record, and the Recent Activity panel, show Undo and Redo on the entries that can be reversed.
  • Batch operations and some structural changes cannot be undone directly. Use Recycle Bin to recover deleted records instead.
  • If a change cannot be undone, make the correcting edit manually and check the audit log to understand what changed.

The export workbook is empty or missing data

The workbook export is available in Reports & Gaps, not in the app header.

  1. Confirm the correct programme is selected in the header.
  2. Open Reports & Gaps.
  3. Select Export Data (XLSX) and wait for the download to complete.
  4. If the workbook is empty, confirm the programme has trainees and placements in the live plan (not only in a scenario).

When to escalate

Escalate once you have checked context, permissions and local setup, and the result still looks wrong.

  • Ask an organisation admin to review user access and programme setup.
  • Ask a platform admin to review shared blueprint or issues across organisations.
  • Before you report the problem, capture the selected organisation, the selected programme, and the action you were trying to complete. Without those three, most reports cannot be reproduced.

Next steps

Return to your role guide after you fix the issue, or use the roles page if the problem is access-related.

Read roles and permissions Read training programme director