C-24 · "Why can't I…?" — Common Messages and What to Do
Draft page
Captions marked [confirm] and the "Open items" section are still being verified against the live product.
Book C — Daily User Guide · Part 8 Reference · draft v1 (2026-08-29)
Messages are grouped by where they appear. Wording is as shown on screen; [adm] = ask your agency administrator (Book B); [HOS] = administrator contacts Housing Programs support.
Creating and opening projects
| Message |
Why |
Do |
| This record is incomplete and will be deleted unless you cancel and complete it. |
Last name / mailing street / residence street empty |
Cancel, fill them, Save |
| Changing the program will replace this project's status list… Continue? |
Program changed after setup |
No unless you mean it |
| Include Applicant Name on Documents? |
On-Title box unticked for that applicant |
Yes if they sign documents |
| The Project Navigation form is already open. Please close it first. |
Opening from a card while a project is open |
close the project window |
| Delete project N – name? / NOT deleted… does not look like a just-created record |
Project Setup Cancel/X on an existing project |
it's protected; use Delete Project on the Applicant Data tab if you really mean it |
Portal Inbox
| Message |
Why |
Do |
| The Portal Inbox is available to Power Users and Administrators. |
your role |
[adm] |
| ApplicationOS is not part of this HousingOS subscription. |
licence |
[adm] |
| Portal import is not configured yet. |
connection not set |
[adm] ▸ B-11 |
| …may match an EXISTING applicant |
duplicate check |
number = same person, 0 = new, Cancel = stop |
| Project setup was cancelled and the project deleted. Portal application … is still pending |
you cancelled |
import again when ready |
| Portal import failed while ‹step› |
service unreachable etc. |
retry; if "partial project may remain", [adm] with the number |
| WARNING: could not mark it imported on the portal |
project made, portal not told |
don't re-import; Refresh later / [adm] |
| DOCUMENTS NOT DOWNLOADED – the project folder does not exist yet |
no folder |
create the folder, re-download [confirm button] |
Income
| Message |
Why |
Do |
| Does this Household Member receive income? |
DOB ≥ 18 entered |
Yes/No — sets Income Earner |
| Select Household Member and Income Source |
verification letter without both |
pick them first |
| Select Household Member and enter Name of Bank |
deposit letter |
same |
| The sent date already exists. Would you like to update with today's date? |
re-sending a letter |
Yes to re-date |
| Enter and save the bank account first, then add its statements. |
unsaved account |
save, then Add Statement |
| Reprocess All replaces existing drafts and any manual label edits |
analyzer choice |
prefer Analyze New Only |
| Bank statements are still being analyzed |
background run |
wait / cancel from popup |
| NEEDS CLASSIFICATION (red banner) |
unclassified deposits |
label them |
| OVER ASSET LIMIT (red) / Approval Date won't save |
assets above program limit |
resolve assets; [adm] for the limit |
| Loan Amount Exceeds Available Equity!! |
loan > 95 % LTV − mortgages |
OK = reduce to equity; Cancel = keep |
Documents and email
| Message |
Why |
Do |
| No Document Set-Up For This Coded Name … / … is not set up for this Program / Template not found |
missing template |
[adm] ▸ B-7 |
| No Document Set-Up For This Program and Funding Source |
closing/reconveyance set missing for that combination |
[adm] |
| This form/letter/report must be printed from the area of the form where you enter data… |
wrong entry point |
use the button on its tab |
| '…' already exists for this project. Open Existing / Create New (or Re-merge) / Cancel |
file exists |
choose; Re-merge after data fixes |
| This document is currently open… close it, then click the button again |
Word file open |
close it |
| Word could not be started. A previous Word session may still be running. |
orphaned Word |
close Word; Task Manager → WINWORD.EXE |
| Please check the 'Amount Words' box… |
loan docs need spelled amount |
tick Amount Words |
| Applicant Email Address is Missing / There is no email address for this applicant |
no email on file |
add on APPLICATION tab |
| No primary recipient checkbox is selected. Email cannot be sent. |
nothing ticked |
tick Applicant/Contractor/… |
| Email not sent: One or more attachments could not be included. |
file missing/locked |
fix attachment, Send again |
| This correspondence has already been sent… |
sent rows are locked |
add a new row |
| You must enter a subject for this letter. |
subject names the file |
enter one |
Construction
| Message |
Why |
Do |
| Selected Contractor has not been added to the database. |
name not in Contractors |
Contractor Management first |
| Estimated funding amount is less than the project total. |
funding < contracts |
update FUNDING MGMT or cut GPI |
| … Is Missing – Please Complete Field on Form (Inspector / Bid-Walk Date / Time / Bids Due) |
bid letters need all four |
fill them |
| You must enter contractor bids first. |
Bid Reports with no bids |
enter bids |
| This work item needs a category – type one letter (H B A L G) |
uncategorised bid row |
type it |
| CONTRACTOR BACKUP INCOMPLETE — Verify/Update (Yes) or Ignore (No) |
tracked paperwork missing |
Yes to update the contractor; No proceeds (not logged) |
| Have you selected the contract items? The contract amount is $0! |
nothing Selected in Bid Analysis |
mark S items |
| Homeowner Insurance Information Is Missing |
no policy row |
Insurance list ▸ C-9 |
| Has the 'Notice to Proceed' been scanned and saved? |
NTP email attaches the scan |
No → scan first |
| Loan Closing Summary is out of balance. Check contract numbers. |
contracts ≠ funding |
re-select contractor / update funding |
| Please Complete All Fields (Sub Change Order) |
blank fields |
complete them |
Accounting
| Message |
Why |
Do |
| Loan Origination Date / Funding Term / Final Loan Amount is Missing |
engine inputs |
enter on Loan Closing |
| All boxes must be completed. / Payment cannot be $0.00 |
payment window |
complete it |
| Document Recording Information is Missing |
reconveyance needs recording data |
enter date, number, APN |
| Does this Reconveyance have a 'Substitution of Trustee'? |
template choice |
Yes/No |
| Create a Project Folder |
reconveyance with no folder |
attach a folder first |
Environmental
| Message |
Why |
Do |
| Complete 'INTERIOR / EXTERIOR Improvements' box. |
LIRA/clearance request |
fill both |
| It looks like you've already emailed this request. Resend and update the request date? |
re-send |
Yes/No |
| Missing list of improvements / Missing 'source of age of property' / Missing Photos! |
SHPO letter |
complete the SHPO sub-tab |
| Measurement already taken, do you want to update/replace…? |
noise re-measure |
Yes/No |
General
| Message |
Why |
Do |
| Blank pane where a map/portal/dashboard should be |
web filter or first-load |
click Refresh; if persistent [adm] (web filter) |
| Blank icons on forms |
support files missing beside HousingOS |
[adm] → [HOS] |
| "My change reverted" |
a backup copy of HousingOS is open elsewhere |
close other copies; [adm] |
| "Feature missing that was announced" |
old front end |
update HousingOS (Help ▸ version) |
| Access token expired and refresh failed. |
Microsoft sign-in lapsed |
sign in again from the Navigation form |