Check the patient's email address is correct and ask them to check spam
Form shows "Requested" but patient says they completed it
The patient may have started but not submitted. Ask them to check for a Submit button
AI-generated form has incorrect field types
Edit the form manually to fix field types, then save
Summaries
Problem
Solution
Summary looks incomplete
Check the summary template. AI prompts may need to be more specific
Summary doesn't reflect template changes
Click Regenerate Summary in the encounter view
Summary has errors
Review the template for naming issues shown in the editor
Worklists
Problem
Solution
Custom field not showing
Click the gear icon to check if the column is enabled
Can't find a patient
Use Cmd+K / Ctrl+K to search, or check filters
Sorting doesn't work as expected
Make sure the column has data. Empty fields sort differently
Assigning Tasks
Problem
Solution
Patient didn't receive the form
Check the patient's email address is correct and ask them to check spam
Form shows "Requested" but patient says they completed it
The patient may have started but not submitted. Ask them to check for a Submit button at the end of the form
Edit Submission button is not visible
You may not have the required permissions — contact your clinic admin
Need a patient to fill out a form they already submitted
Assign a new copy of the form using Send Form
Automations
Issue
What to Check
Automation never triggers
Condition logic may be too restrictive. Simplify conditions first
Wrong action happens
Verify the action configuration matches your intent
Automation fails
Check the history log for specific error messages
Unpredictable behavior
Check for multiple automations that may conflict with each other
Worklist
Problem
Solution
Custom field not showing
Click the gear icon to check if the column is enabled
Can't find a patient
Use Cmd+K / Ctrl+K to search, or check filters
Sorting doesn't work as expected
Make sure the column has data. Empty fields sort differently
Getting Help
If you encounter issues not covered here, please reach out directly to your Thrive contacts for troubleshooting and support, or send Thrive Support a message through the 'Submit a Request' link, or the Chatbot.
