This guide collects common issues and solutions for ALIS HQ dashboards. It covers patterns that apply across most dashboards (filters, missing data, refresh expectations) as well as dashboard-specific configuration issues that depend on settings in ALIS.
If your issue isn't covered here or you need additional assistance to reach a resolution, contact your Account Manager or the ALIS Customer Success Team.
General Issues
Issue: I don't see ALIS HQ at all.
ALIS HQ is enabled at the company level by default, but per-user access is managed by your Company Administrator. If you don't see the ALIS HQ button on your home screen, ask your Company Administrator to grant you access in Settings > General Settings > ALIS HQ.
For configuration instructions, see ALIS HQ Settings.
Issue: I can see ALIS HQ but a specific dashboard I expect isn't in the Dashboard menu.
Either the dashboard hasn't been enabled for your organization, or your ALIS HQ Role Access doesn't include it. Default dashboards are enabled automatically; additional and custom dashboards must be enabled by request.
Ask your Company Administrator to grant you access if needed, or contact your Account Manager for help with enabling a specific dashboard.
Issue: Dashboard data looks out of date.
Dashboards refresh on a daily cadence. If the data still looks stale after a day, confirm that the underlying records have been entered in ALIS (the dashboard only reflects what exists in the source data).
Issue: I see "No data in filtered range" on a chart or KPI.
This message means no records match the current filter selection. Try expanding the time range filter, clearing the Community, Region, or Owner filters, or confirming that data has been entered in ALIS for the period you are looking at.
Filter & Drill-Down Issues
Issue: Counts seem lower than expected.
Check all filters at the top of the dashboard. The most common culprits are time-range filters set too narrowly, Community or Region filters limiting the view, or Resident Status filters excluding relevant residents.
Issue: I can't filter to a specific community.
The "Associated Communities" linked to your staff profile determines which communities you can see. If a community is missing from the Community filter, ask your Company Administrator to verify your access.
For full instructions, refer to the How do I associate a staff member to multiple communities? guide.
Issue: The dashboard shows all communities, but I only want one.
Use the Community Filter at the top of the dashboard to narrow the view. Some dashboards also offer Region and Owner filters for more granular control.
Issue: Clicking on a chart doesn't drill down to the underlying records.
Most charts, tables, and KPI tiles are clickable, but a few are summary-only. If a click doesn't surface details, try clicking a different segment, or use the detail tables that appear lower on the dashboard for the same data.
Missing Data Issues
Issue: A specific record (incident, resident, vital, etc.) isn't appearing on the dashboard.
Confirm the record has been entered in ALIS itself. Dashboards only reflect what exists in the underlying source data. Also verify the record falls within the dashboard's time range filter.
If multiple records appear to be missing, you can also use ALIS Reports to assist with the audit process.
Issue: A resident appears multiple times in a detail table.
This is usually expected. Detail tables typically show every individual record, not one summary line per resident. For example, the Vital Records tables on the Outbreak Risk dashboards show every flagged reading.
Issue: A community didn't sync to a dashboard.
Confirm the community is active in ALIS and that data has been entered for residents in that community within the filtered time range.
Configuration-Dependent Metrics
Some KPIs depend on configuration in ALIS Settings, not just on data entry. If a KPI shows 0 unexpectedly, check that the underlying reporting labels or flags are configured correctly. Below are some common examples:
Issue: Late Med Passes count seems high.
This metric includes any medication with pass times 3 hours or greater than the scheduled time. Review the underlying records to determine whether these were genuine late passes or recording delays.
Issue: Active Residents Requiring Two-Person Assist KPI shows 0 or low.
This KPI pulls from care plan items whose Reporting Label is set to "Two Person Assist". Confirm those care plan items have the correct reporting label applied in ALIS Care Settings.
Issue: Behaviors Monitoring KPI on the Risk Management Dashboard shows 0, but we have residents with behavior-related care plans.
This KPI pulls from care plan items whose Reporting Label is set to "Behaviors". Confirm those care plan items have the correct reporting label applied in ALIS Settings.
Issue: 3rd Party Injections KPI seems off.
This KPI pulls from injection orders whose Service Level is set to "Third Party". Confirm injection orders are configured with the correct Service Level.
Issue: Critical Observations KPI shows 0 for the date range selected.
This KPI pulls from observation notes with the "Critical" tag checked. Confirm that observations are being tagged appropriately in ALIS.
Setting ALIS HQ as Your Homepage
Issue: I want ALIS HQ to load when I sign in, instead of the standard Dashboard.
Go to My Account > Login & Access and change the Homepage setting from "Dashboard" to "ALIS HQ". Then select your preferred default report from the dropdown.
For full instructions, see the How to Set Your ALIS Dashboard to an ALIS HQ Report guide.
Issue: I changed my homepage to ALIS HQ but the report dropdown is empty.
Only dashboards enabled for your organization and included in your ALIS HQ Report Access Role appear in the dropdown. Contact your Account Manager if you expect a specific dashboard to be available.
Requesting a New Dashboard
Issue: I need a dashboard that doesn't exist in our ALIS HQ.
Contact your Account Manager or the ALIS Customer Success Team. The team will either enable an existing additional dashboard that fits your need or scope a custom dashboard.
Refer to the ALIS HQ Reference Guide for more on additional and custom dashboards.
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