Q: A rep cannot see any records in Leads, Accounts, or Intake Opportunities. The “All” view is blank. What should we check first?
A: Start with basic browser troubleshooting:
Open Google Chrome.
Click the three dots (top right corner).
Go to Settings > Privacy and Security.
Clear Cache and Cookies.
Log out of the CRM.
Log back in and test again.
This resolves many display-related issues.
Q: If clearing cache and cookies doesn’t fix it, what should we check next?
A: Verify the user’s status and role:
Go to Settings.
Select User Management > Users.
Search for the affected user.
Open their profile and confirm:
Status is set to Active.
Their Role allows access to Leads, Accounts, and Opportunities.
No recent changes were made to their permissions.
Make sure the user is enrolled in the correct treatment program(s) and not restricted to only one program unintentionally, as this can limit visibility of records.
If anything looks off, correct it and have the user log out and back in.
Q: Should we impersonate the user to test?
A: Yes, as part of troubleshooting:
Use the “Login as User” option.
Check if you are able to see the list views when impersonating them.
If you can see the views while impersonating them, but they cannot when logging in themselves, the issue may be session-related or permission-related on the backend.
Q: What if impersonation doesn’t fully confirm the issue?
A: Reset the user’s password and test with a direct login:
Temporarily reset the user’s password.
Log out of your account completely.
Log in using the user’s actual username and the temporary password.
Check Leads, Accounts, and Intake Opportunities.
Click into the “All” view and confirm whether records appear.
After testing, the user can change their password back.
Q: Could this be related to the List View settings?
A: Yes — this is one of the most common causes.
Inside the affected module (example: Accounts):
Click on the list view (ex: “All”).
Click the yellow pencil icon (Edit List View).
Review:
List Name
Columns selected
Order By settings
Filter Conditions
Share List settings (most important)
Make sure the list is shared with:
All Users, or
The specific users/roles who need access.
If the list is not properly shared, affected users will not see it.
After updating, click Save, then have the user log out and log back in.
Q: How long should we wait after making changes?
A: We recommend waiting 10–15 minutes after:
Updating permissions
Changing list sharing settings
Resetting passwords
Then have the user log out and log back in to test again.
In some instances, the system may take a few minutes to fully apply permission updates.
Q: What if none of these steps resolve the issue?
A: If the problem continues after:
Clearing cache and cookies
Verifying user status and role
Testing via impersonation
Logging in directly as the user
Confirming list view sharing settings
Then the issue should be escalated to Support.
In some cases, Support may:
Recreate the role with identical permissions
Adjust backend permissions
Investigate deeper system-level issues
Pro Tips / Extra Help
Always test in this order to avoid unnecessary escalations.
Confirm the issue in multiple modules (Leads, Accounts, Opportunities) to see if it is isolated or global.
When escalating, include:
User name
Instance URL
Module affected
Screenshots or screen recording (if available)
Related Resources
Managing Users and Roles in CRM
Editing and Sharing List Views
CRM Permission Troubleshooting Guide