Group Troubleshooting
This guide provides systematic troubleshooting approaches for resolving employer group issues, from member access problems to engagement discrepancies and configuration conflicts.
Before You Begin
Always verify your access level and permissions before making changes to employer group settings. Document all troubleshooting steps and resolutions for future reference and team knowledge sharing.
Common Group Issues
Common Group Problems
Members from an employer group are receiving "access denied" errors or unable to log into the platform.
Diagnosis Steps: Check group status → Verify group is enabled → Check member eligibility → Review access permissions → Test with sample member account
Engagement reports show unexpected numbers or don't match client expectations for participation rates.
Verification Process: Compare report dates → Check eligibility data sync → Verify member import completion → Review engagement definitions → Regenerate with correct parameters
Group settings appear incorrect, features aren't working as expected, or customizations aren't displaying properly.
Resolution Steps: Review group configuration → Check feature toggles → Verify customizations → Test in member view → Apply corrections
MyMedicalRewards points aren't being awarded correctly or reward system integration is malfunctioning.
Troubleshooting Steps: Check reward configuration → Verify point rules → Test reward scenarios → Review integration logs → Sync reward data
Systematic Troubleshooting Approach
Member Access Troubleshooting
When members cannot access the platform, follow this systematic approach:
Access Issue Checklist
- Group Status: Verify the employer group is enabled in the system
- Member Eligibility: Confirm the member appears in the eligibility data
- Account Creation: Check if the member has successfully created their account
- Password Issues: Verify the member isn't experiencing password-related problems
- Browser/Technical: Rule out browser compatibility or technical issues
Step-by-Step Access Diagnosis
- Navigate to Employers: Go to the Employers tab and locate the affected group
- Check Group Status: Ensure the group status shows as "Enabled"
- Search for Member: Use the Members search to locate the specific member
- Review Member Profile: Check eligibility status, account creation date, and recent activity
- Test Access: Use impersonation (if available) or have the member attempt login while you observe
- Apply Fix: Enable the group, update member eligibility, or guide member through account recovery
Engagement Report Issues
Engagement discrepancies often stem from data synchronization, reporting period mismatches, or definition misunderstandings:
Configuration Troubleshooting
Configuration problems can affect member experience, feature availability, and platform customizations:
Configuration Best Practices
Always test configuration changes in a member view before confirming they're working correctly. Use impersonation to see exactly what members will experience with your settings.
Common Configuration Problems
- Missing Features: Features expected by the client aren't visible or accessible
- Incorrect Branding: Group-specific branding or customizations aren't displaying
- Wrong Network Data: Incorrect provider networks or pricing information
- Integration Issues: Third-party integrations not functioning properly
Quick Reference Guide
When to Escalate
Some issues require escalation to higher support tiers or technical teams:
Escalation Triggers
- System-wide Issues: Problems affecting multiple employer groups simultaneously
- Data Corruption: Eligibility or member data appears corrupted or inconsistent
- Integration Failures: Third-party system integrations are completely non-functional
- Security Concerns: Potential security vulnerabilities or breach indicators
- Platform Bugs: Suspected software defects requiring development attention
- Network Issues: Network assignment issues requiring updated network mapping