# Troubleshooting Guide

**Last Updated:** 2026-01-09

Comprehensive troubleshooting guide based on helpdesk FAQ articles. This guide helps resolve common issues users encounter with Ordio features.

## Table of Contents

- [Authentication & Access Issues](#authentication--access-issues)
- [Schichtplanung Issues](#schichtplanung-issues)
- [Zeiterfassung Issues](#zeiterfassung-issues)
- [Lohnabrechnung Issues](#lohnabrechnung-issues)
- [Checklists Issues](#checklists-issues)
- [Abwesenheiten Issues](#abwesenheiten-issues)
- [General Issues](#general-issues)

## Authentication & Access Issues

### Mitarbeiter hat Probleme beim Einloggen

**Problem:** Employee cannot log in to Ordio.

**Possible Solutions:**

1. **Check Account Status:**
   - Verify employee has been invited and account created
   - Check if account is active (not deactivated)
   - Ensure employee is using correct email/phone number

2. **Password Reset:**
   - Use password reset function
   - Admin can reset password: Settings > Mitarbeiter > Select employee > Reset password
   - Employee receives reset link via email/SMS

3. **Account Already Exists:**
   - If employee already has Ordio account (from another workspace), they should use "Jetzt anmelden" (Login now) instead of creating new account
   - Employee can be linked to multiple workspaces

**Related Documentation:**
- [Digitale Personalakte Documentation](content/product-features/digitale-personalakte-documentation.md)
- [Mobile Apps Documentation](content/product-features/mobile-apps-documentation.md)

### Wie kann ich mein Passwort oder das von einem Mitarbeiter zurücksetzen?

**Problem:** Need to reset password for yourself or an employee.

**Solution:**

1. **For Your Own Password:**
   - Click "Passwort vergessen?" (Forgot password?) on login page
   - Enter email address
   - Receive reset link via email
   - Follow link to set new password

2. **For Employee Password (Admin):**
   - Go to Settings > Mitarbeiter (Employees)
   - Select employee
   - Click "Passwort zurücksetzen" (Reset password)
   - Employee receives reset link via email/SMS

**Related Documentation:**
- [Digitale Personalakte Documentation](content/product-features/digitale-personalakte-documentation.md)

### Warum wurde ich oder mein Mitarbeiter automatisch ausgeloggt?

**Problem:** User was automatically logged out.

**Possible Causes:**

1. **Session Timeout:**
   - System automatically logs out after period of inactivity
   - This is a security feature

2. **Account Deactivation:**
   - Employee account may have been deactivated
   - Check account status in employee management

3. **Workspace Access:**
   - Employee may have been removed from workspace
   - Check workspace access permissions

**Solution:**
- Log in again
- If problem persists, contact admin to check account status

## Schichtplanung Issues

### Warum kann mein Mitarbeiter nicht in eine Schicht eingetragen werden?

**Problem:** Cannot assign employee to a shift.

**Possible Solutions:**

1. **Check Work Area Assignment:**
   - Employee must be assigned to the work area (Arbeitsbereich) of the shift
   - Go to Settings > Arbeitsbereiche und Standorte
   - Assign employee to correct work area

2. **Check Availability:**
   - Employee may be marked as unavailable (NV - rot)
   - Check employee's availability settings
   - Verify no conflicting shifts

3. **Check Wage Limits:**
   - Employee may have exceeded wage limit (L - rot)
   - Review wage limit settings in employee's wage rule
   - Adjust if necessary

4. **Check Rest Period Compliance:**
   - Rest period violation (R - rot) may prevent assignment
   - Ensure minimum 12 hours rest between shifts
   - Adjust shift times if needed

5. **Check Skills Requirements:**
   - Shift may require specific skills
   - Employee must have matching skills assigned
   - Assign skills to employee or adjust shift requirements

**Related Documentation:**
- [Schichtplanung Documentation](content/product-features/schichtplanung-documentation.md)

### Warum kann ich meinen Plan nicht bearbeiten?

**Problem:** Cannot edit shift plan.

**Possible Solutions:**

1. **Check Permissions:**
   - Verify you have "Schichtplan bearbeiten" (Edit shift plan) permission
   - Admin can check: Settings > Rechte & Rollen
   - Ensure correct role assigned

2. **Check Plan Status:**
   - Plan may be locked or published
   - Unpublish plan if needed to make edits
   - Check if plan is in read-only mode

3. **Check Workspace Settings:**
   - Some editing restrictions may be set in workspace settings
   - Review Settings > Schichtplan & Zeiterfassung

**Related Documentation:**
- [Schichtplanung Documentation](content/product-features/schichtplanung-documentation.md)

### Warum hat mein Mitarbeiter trotz Abwesenheiten eine Schicht?

**Problem:** Employee has a shift scheduled despite being marked absent.

**Possible Causes:**

1. **Shift Created Before Absence:**
   - Shift may have been created before absence was entered
   - System doesn't automatically remove existing shifts

2. **Absence Not Approved:**
   - Absence request may not be approved yet
   - Check absence status and approve if needed

3. **Absence Date Range:**
   - Verify absence dates cover the shift date
   - Check if absence is for correct date range

**Solution:**
- Manually remove employee from shift
- Or approve absence and system will show conflict warning
- Consider using availability settings to prevent future conflicts

**Related Documentation:**
- [Schichtplanung Documentation](content/product-features/schichtplanung-documentation.md)
- [Abwesenheiten Documentation](content/product-features/abwesenheiten-documentation.md)

### Wieso kann mein Mitarbeiter keinen Standort oder keinen Arbeitsbereich auswählen?

**Problem:** Employee cannot select location or work area.

**Possible Solutions:**

1. **Check Assignment:**
   - Employee must be assigned to at least one location
   - Employee must be assigned to at least one work area
   - Go to Settings > Mitarbeiter > Select employee > Assign to location/work area

2. **Check Permissions:**
   - Employee may not have permission to select work areas
   - Check Settings > Rechte & Rollen
   - Ensure appropriate permissions granted

3. **Check Work Area Setup:**
   - Work areas must be created first
   - Go to Settings > Arbeitsbereiche und Standorte
   - Create work areas if missing

**Related Documentation:**
- [Schichtplanung Documentation](content/product-features/schichtplanung-documentation.md)
- [Digitale Personalakte Documentation](content/product-features/digitale-personalakte-documentation.md)

## Zeiterfassung Issues

### Warum sehe ich keine Schichten auf dem Terminal?

**Problem:** Shifts not visible on terminal/tablet.

**Possible Solutions:**

1. **Check Shift Status:**
   - Shifts must be published to appear on terminal
   - Unpublished shifts are not visible
   - Publish shifts in shift plan

2. **Check Date:**
   - Terminal shows only current day's shifts
   - Ensure shifts are for today's date
   - Check shift dates in shift plan

3. **Check Work Area:**
   - Terminal may be configured for specific work area
   - Ensure terminal is set to correct work area
   - Or ensure employee is assigned to terminal's work area

4. **Check Employee Assignment:**
   - Employee must be assigned to the shift
   - Shifts without assignments don't appear
   - Assign employee to shift

5. **Check Terminal Setup:**
   - Verify terminal is properly configured
   - Check terminal settings and work area assignment
   - Ensure terminal app is updated

**Related Documentation:**
- [Zeiterfassung Documentation](content/product-features/zeiterfassung-documentation.md)

### Warum stehen falsche Daten in meiner Lohnauswertung?

**Problem:** Incorrect data in payroll evaluation.

**Possible Causes:**

1. **Time Entries Not Corrected:**
   - Uncorrected time entries may have errors
   - Review and correct all time entries before payroll export
   - Check for missing clock-outs or incorrect times

2. **Change Requests Not Processed:**
   - Pending change requests may not be included
   - Review and approve/reject all change requests
   - Ensure approved changes are saved

3. **Wage Rules Not Set:**
   - Employees without wage rules won't appear in evaluation
   - Check that all employees have wage rules assigned
   - Verify wage rule settings are correct

4. **Absences Not Entered:**
   - Missing absence entries affect calculations
   - Ensure all absences are properly entered
   - Check absence compensation settings

5. **Export Date Range:**
   - Exporting mid-month may miss later entries
   - Recommended: Export on last day of month
   - Or use Excel export for mid-month reports

**Solution:**
- Review all time entries before export
- Process all change requests
- Verify wage rules for all employees
- Export on month-end for accurate data

**Related Documentation:**
- [Lohnabrechnung Documentation](content/product-features/lohnabrechnung-documentation.md)
- [Zeiterfassung Documentation](content/product-features/zeiterfassung-documentation.md)

## Checklists Issues

### Warum sind meine Checklisten nicht sichtbar?

**Problem:** Checklists are not visible to you or employees.

**Possible Solutions:**

1. **No Active Time Tracking:**
   - Checklists only display during active shifts
   - Employee must be clocked in (active shift)
   - Checklists don't show when not working

2. **Check Responsibility (Verantwortlichkeit):**
   - Verify checklist responsibility is correctly set
   - Employee must be assigned as responsible
   - Check checklist assignment settings

3. **Check Due Date (Fälligkeit):**
   - Checklists may have due dates set
   - Due date may be in different time period
   - Check if due date is daily, weekly, or specific date
   - Verify due date settings match current time

**Related Documentation:**
- [Checklists Documentation](content/product-features/checklists-documentation.md)
- [Zeiterfassung Documentation](content/product-features/zeiterfassung-documentation.md)

### Warum lässt sich meine Checkliste nicht ändern?

**Problem:** Cannot edit checklist.

**Possible Solutions:**

1. **Using Mobile App:**
   - Administrative tasks cannot be done in mobile app
   - Switch to web browser to edit checklists
   - Mobile app is for completing, not editing

2. **Check Permissions:**
   - Verify you have "Checklisten bearbeiten" (Edit checklists) permission
   - Admin can check: Settings > Rechte & Rollen > Checklisten
   - Ensure correct permissions granted

**Related Documentation:**
- [Checklists Documentation](content/product-features/checklists-documentation.md)
- [Mobile Apps Documentation](content/product-features/mobile-apps-documentation.md)

## Abwesenheiten Issues

### Warum kann mein Mitarbeiter keine Verfügbarkeit eintragen?

**Problem:** Employee cannot enter availability.

**Possible Solutions:**

1. **Check Permissions:**
   - Employee needs "Verfügbarkeiten eintragen" (Enter availability) permission
   - Admin can check: Settings > Rechte & Rollen
   - Grant appropriate permissions

2. **Check Feature Access:**
   - Availability feature may be disabled
   - Check workspace settings
   - Ensure availability feature is enabled

3. **Check Date Range:**
   - Availability may only be enterable for certain date ranges
   - Check if date is within allowed range
   - Verify date restrictions in settings

**Related Documentation:**
- [Abwesenheiten Documentation](content/product-features/abwesenheiten-documentation.md)

## General Issues

### Mitarbeiter besitzt schon einen Ordio Account

**Problem:** Employee already has an Ordio account from another workspace.

**Solution:**

1. **Admin Process:**
   - Admin invites employee as usual
   - No special action needed from admin side

2. **Employee Process:**
   - Employee should NOT create new account
   - Instead, click "Jetzt anmelden" (Login now) when receiving invitation
   - Employee will be asked for master data (Stammdaten)
   - After completion, employee is registered in both workspaces
   - Employee can switch between workspaces when logging in

**Note:** Employee can be registered in multiple workspaces simultaneously.

**Related Documentation:**
- [Digitale Personalakte Documentation](content/product-features/digitale-personalakte-documentation.md)

## How to Use This Guide

1. **Identify the Issue:** Find the problem category above
2. **Review Solutions:** Check all possible solutions listed
3. **Check Related Documentation:** Review linked feature documentation for more details
4. **Contact Support:** If issue persists, contact Ordio support with:
   - Description of problem
   - Steps you've already tried
   - Screenshots if applicable

## Related Documentation

- [Product Features Documentation](../../product-features/)
- [Helpdesk Integration Workflow](HELPDESK_INTEGRATION_WORKFLOW.md)
- [Comprehensive Analysis Report](COMPREHENSIVE_ANALYSIS_REPORT.md)