Troubleshoot a problem

Administrators assign roles that limit users' access to different functions. Depending on the role assigned, users might not see certain items in the Process drop-down or the side menu. If you cannot see a specific menu item that you should see based on a role, verify that you are assigned the correct role. If you still cannot see the appropriate menu items, work with your System Administrator to ensure that you are assigned the correct roles and permissions.

If you are looking for an item you added or for the edits you made to an item, you might not see them right away. A banner message displays that confirms your updates will display shortly. If you want to see the updates, wait a minute or two before refreshing the page, and your updates will be reflected.

To edit a solution's assets, users must be assigned the Solution Developer role. Users with only the Solution Administrator role can view solutions and packages, and install solutions, but cannot edit a solution's assets.

Contact TraceLink Support to assign the Solution Developer role to the appropriate users.

A Status of Incompatible App Version on the Saved Packages tab indicates that TraceLink has previously verified the package and found that the solution's app has a lower version number than the minimum supported version number for the package.

Contact TraceLink Support for assistance.

A Status of Invalid Package on the Saved Packages tab indicates that TraceLink has previously verified the package and found an issue (e.g. the package is corrupt).

If a package has a Status of Invalid Package, try removing the package from the Saved Packages tab, and then add the package again by saving the package from the Solution Catalog or importing the package from a file.

On the Install Solution screen, a package might fail to install as a solution for one of the following reasons:

• After selecting Next on the Name and Description step, TraceLink is unable to successfully verify the package. Select Retry to retry the verification process.
• After selecting Install on the Installation step, TraceLink is unable to install the solution due to a system error. Select Cancel and retry the installation.

If the Install button is disabled on the Installation step, one or more assets in the package have the same name as an existing asset in the environment and those existing assets have been modified since they were installed. Specify which asset to associate with the installed solution by selecting Add New or Use Existing for each asset with a conflict.