Pulse: Reconciliation & Troubleshooting
ATTENTION:
- Pulse is currently in Limited Release - General release is expected late Sept 2026.
- Documentation is currently being prepared. Details may be limited and further editing may occur during this time.
Reconciliation and Troubleshooting:
Most unexpected dashboard results can be traced to access scope, filter context, date semantics, source status or sync timing. Work through the checks in order before reporting a defect.
A chart is blank or says there is no data
- Confirm the dashboard and tab are correct
- Check Client ID and Location. On Total Discounts, keep Location ID and Location consistent
- Review the date default. Clear all and apply a wider completed period if appropriate
- Clear provider, role, appointment-book, treatment, status and cross-filter selections
- Include inactive providers or books only if the missing records are historical
- Refresh once and wait for every visual to finish
- Confirm that matching source records actually exist under the dashboard's rule
A number does not match a source report
Check | Why it matters | Example |
Date field | Two reports can use different event dates | Treatment date versus transaction, payment, appointment or plan date |
Period boundary | Rolling and calendar periods are different | One month ago to now versus Current month |
Location scope | A combined view can include several sites | All locations versus one location |
Provider attribution | Work, payment and appointment records can attribute providers differently | Collections may not follow clinical provider attribution |
Active status | Inactive providers, books, patients or plans may be excluded | Historical activity under an inactive provider |
Appointment visibility | Hidden or non-visible appointments can affect completed-appointment measures | Over Time Hidden appointments filter |
Treatment-plan status | Presented, accepted, completed and no-status plans are separate | Total Treatment Plans versus Accepted Treatment Plans |
Adjustments | Discounts, promotions, refunds and reversals alter net measures | Gross Production versus Net Production |
Sync time | The source and Pulse may not yet contain the same latest events | Payment posted after the last completed sync |
Rule definition | Operational lists use business rules, not a simple field count | Active patients without future appointments |
A dashboard is slow
- Wait for the current query to finish before applying another filter
- Use a shorter date range when a long historical period is not required
- Avoid rapidly selecting and clearing multiple cross-filters
- Refresh once rather than repeatedly reloading the page
- Record its exact title, if only one chart fails
- Record the dashboard and time, If the whole dashboard fails
The dashboard has not changed after a source update
- Confirm the source record was saved and is visible in the source system
- Check the displayed last-sync or last-refreshed time where available
- Wait for the normal data-sync cycle, then refresh the dashboard
- Confirm the record still matches the active date, location, status and provider filters
- If it remains missing, report one representative record through the approved secure support channel
Sign-in or access problem
Problem | Safe check | Escalation detail |
Credentials rejected | Confirm the production URL, username spelling, caps lock and that the password is the current Pulse password | Username and time of attempt; never send the password |
Returned to sign-in page | Close duplicate Pulse tabs, reopen the official URL and try once | Browser, time and whether the issue occurs after successful sign-in |
Dashboard missing | Open the full Dashboards menu and confirm its exact name | User, role if known and required dashboard |
Location or provider missing | Clear filters and review inactive-status settings | Dashboard, client, expected location/provider and source status |
Report an issue well
A complete report is faster to investigate and avoids sharing unnecessary patient data.
Include:
- Dashboard name and tab.
- Chart or table title.
- Date and time observed, including time zone.
- Client and location, plus every active filter.
- Expected result and actual result.
- Whether Clear all and one refresh changed the result.
- One representative source record identifier through the approved secure channel, if needed.
- A screenshot cropped to the relevant area with patient details removed unless secure support specifically requires them.
NEVER INCLUDE: Do not send passwords, full exported patient lists or unrelated clinical information in an ordinary support message.
Need more help?
Contact our support team