B-15 · Getting Support¶

Book B — Agency Administrator Guide · draft v1 (2026-08-29)

Before you call — the five checks¶

Version — title bar (v 2.26.08.07). Is everyone on the same version? Has an update been declined (Remind Later)?
Backend — does the affected user's HousingOS point at the live backend? (Settings ▸ Open Project Folder path, or the Reconnect dialog.) "Reverting" data = wrong/duplicate backend.
Backend Updater — did the last release require it, and was it run before the front ends updated? (▸ B-2a) Features that "do nothing" = missing table.
The message — what exactly did the screen say? ▸ C-24 lists most messages with the fix; "No Document Set-Up …" and "$0.00" are template issues you can fix yourself (▸ B-7).
One user or all? One user → their workstation (Outlook flavour, WebView2, web filter, permissions). All users → backend, templates folder, server.

Agency name, HousingOS version, whether the backend was updated for this release.
The exact message (screenshot with the title bar visible) and the project number/name (demo data if possible).
The steps that produce it, and whether it's one workstation or everyone.
For email/portal problems: Outlook flavour (classic/New), whether Graph sign-in succeeded, and the city's web-filter product if links/panels are blocked.
For Backend Updater failures: the updater's log.

Send to [support address / portal from the setup PDF — confirm]. Include a good time for a remote session; most fixes are done on a screen-share.

Run ExportAllFormModules-style diagnostics? — no; but you may be asked to open the Immediate window and paste a one-line command they give you (e.g. ?CurrentDb.Name to prove which backend is open). Follow the instruction exactly and read back the result.
Send a copy of the backend (never the live file) for reproduction — remove it from the shared folder afterwards.
Re-import a module or paste code into a form — only under their guidance; never edit code otherwise.

Blank Program Funding card until allocations are entered (▸ B-5).
The demo agency's landing page is off (▸ B-11).
Showing: All Entries on Project Messages includes automated ~ lines — toggle to Manual Entries Only (▸ C-20).
Radon sub-tab shows field names rather than labels (known cosmetic).

Shot	What
B15-01	title bar with version highlighted
B15-02	Reconnect Backend dialog showing the path