Troubleshoot missing items, emails and access

Applies to: Dataverse-based ChangePilot Enterprise. For SharePoint/List or older canvas-app deployments, use the clearly marked legacy articles or contact support.

Who this is for: users and administrators. Users can check their app, filters and item records; an administrator should inspect permissions, connections and flow runs.

I cannot open the app

1. Confirm you are using your organisation’s Enterprise app link and the intended work account.
2. Ask the administrator to check environment access, the appropriate Power Apps licence and the CP User and Basic User roles, including access granted through a group or Dataverse team.
3. If you can open the app but cannot edit an item, give the administrator its MCID and the error. Do not broaden permissions as a trial fix.

See Granting users access.

I cannot find a Message Center item

1. Search for the MCID in the ChangePilot App. This Help Centre searches documentation, not your tenant’s change records.
2. Check you are in the intended organisation’s app. Clear category, owner, status, impact and date filters that may exclude the item; include closed items when relevant.
3. Check the item in MC Items before assuming a dashboard should include it. Each report has specific date and status rules.
4. Refresh the view. If the item is still missing, ask the administrator or support to check the data path for the tenant.

Provide the MCID and where you expected it to appear. Do not reinstall the solution, delete records or copy legacy data-row workarounds into a current deployment as a first step.

A dashboard total looks wrong

Compare the same categories, dates and access. For example, Landing Page At Risk counts open items starting within seven days, while other reports use different windows. Change Readiness requires a user impact rating and a Standard Start in the chosen window. A tagged item outside that window will not appear.

Select the underlying records and compare MCIDs. Use Refresh after changing an item. Where a page remembers filters, clear those before comparing it with a colleague’s view.

I am not receiving an automated email

1. Check which email you expect and who qualifies in Roles and Automated Emails.
2. For personal item or action reports, check whether qualifying work is assigned to you. An empty report may not be sent.
3. Ask the administrator to verify role variables, service owner/team mapping and that the relevant flow is enabled and has a successful run. Check the Outlook connection and configured sender.
4. If the flow shows delivery succeeded, check junk/quarantine or your organisation’s mail tracing with the mail administrator.

Published flow schedules use UTC; the local clock time can change with daylight saving. Do not trigger repeated runs without checking whether the first run sent a message.

A feature or customisation is missing after an update

Confirm the installed solution version and compare release notes. Reopen the app and refresh the page. Ask the administrator to check the import result, configuration values, connections, enabled flows and relevant solution layers.

Do not remove unmanaged layers, overwrite configuration or reimport repeatedly to diagnose it. Follow the update guide and contact support with the affected component and before/after details.

What to send support

Contact support@changepilot.cloud with:

• Your organisation, affected app/environment and installed solution version.
• The MCID, report, flow or component affected.
• What you expected, what happened and when it started, including timezone.
• Steps to reproduce, current filters, the exact error and a relevant screenshot.
• For administrators: import or flow-run status and any recent update or configuration change.

Remove unrelated tenant or personal information from screenshots. Never send passwords, access tokens or connection secrets. Support can request further diagnostic material through the agreed channel.

When reports disagree, compare the same scope

• At risk: dashboard references use a seven-day horizon; the weekly-email reference describes 14 days.
• Missed items: the score uses an expiry lookback, while its optional item list also filters by Standard Start. The score guide describes audit-history access and an estimated expiry fallback.
• Date basis: Leadership Trend uses Microsoft’s added date; New Items Trend uses the date added to ChangePilot. Equal calendar windows need not include the same items.
• Permissions and refresh: compare the same user access, page filters and calculation time, then compare the underlying MCIDs.

For missing CP009 emails, the release history records exclusion of owners with no open items from 1.0.1.8. Team email support is recorded in 1.0.1.5. Check the installed version and flow configuration before assuming delivery is broken. See Enterprise release notes.

Documentation reviewed: 12 November 2026.