Troubleshooting & Known Behaviors

Overview

This document covers common issues, expected behaviors, and troubleshooting steps for the Super Portal. Items listed here represent resolved issues (included for context) and current known behaviors.

Login & Access

Client cannot access the portal:

  • Verify the client exists in FUB and is synced to the SP.
  • If the client was deleted from FUB, the SP record is also removed.
  • If the client is a "manual user," confirm they are logging in via SSO with the correct email.

Agent cannot see a client's SP page (as collaborator):

  • Collaborator sync from FUB has been fixed. If the issue persists, verify the collaborator assignment in FUB and wait for the next sync cycle.

"Something went wrong" on embedded app:

  • This usually means the user has been trashed or deactivated. The system now shows descriptive error messages for trashed users.

Client sees agent view instead of client view:

  • This was a resolved bug. If it recurs, clear the browser cache and log out/log back in. If the issue persists, report it.

Search Issues

Search results don't match Matrix:

  • Verify the same criteria are applied (status, date range, geographic filters).
  • Some field mappings differ between Matrix and SP (e.g., "Pending" and "Active Under Contract" both display as "Under Contract" in the SP).
  • Elementary school data may not populate for all feeds (known gap in Waco/NTREIS).

Neighborhood search is slow:

  • Neighborhood search has been migrated to Elasticsearch. If slowness persists, report the specific search term and feed.

"0 properties" showing in Quick CMA:

  • This edge case has been handled -- the system no longer displays empty result states without context.

Email Issues

Client reports not receiving market update emails:

  • Check the client's subscription status in the SP (Settings > Email Preferences).
  • Verify the email address is not bounced or unsubscribed.
  • Check if the agent's email settings are toggled on.
  • Confirm the saved search has a delivery frequency set.

Email shows "bounced" but client received it:

  • SendGrid event processing can occasionally create misleading status displays. This has been addressed but may occur in edge cases during high-volume processing.

Duplicate emails sent to a client:

  • A previous bug causing the same listings to be sent on multiple days has been resolved. If duplicates recur, note the date/time and report.

CMA Issues

CMA statistics seem incorrect:

  • Verify the property selection -- stats are calculated from selected comparables, not all search results.
  • Statistics use CDOM (Cumulative Days on Market), not DOM.
  • The "Resale Only" filter affects which properties are included in calculations.
  • Statistics are generated monthly on the 6th; reports pulled mid-month reflect the last generation cycle.

CMA PDF looks different on different devices:

  • CMA PDFs are generated server-side, so output should be consistent. If a PDF appears malformed, confirm whether it was generated via server-side print (current) or browser print (legacy).

Deal Submission Issues

Cannot submit a deal -- validation errors:

  • ZIP code must be exactly 5 numeric digits.
  • Escrow Officer email is required.
  • Lender email is required unless "Cash" is checked.
  • The "Escrow Company" field has been removed -- do not look for it.

Task dates resetting:

  • This was a resolved bug. Task dates are now stable. If recurrence is observed, report with specific deal ID.

Tour Issues

Tour notes disappearing:

  • Resolved. Notes now persist across sessions. If notes are lost, report the specific tour ID.

Public tour link not showing photos:

  • Verify the properties have active MLS photos. Some Flex listings may not have photos available.

FUB Sync Issues

Client exists in FUB but not in SP:

  • Allow time for sync to complete (can take up to several minutes for new contacts).
  • Check if the FUB contact was recently restored from trash.
  • Verify the contact has a valid primary tag that qualifies for SP sync.

Activity logged to wrong agent in FUB:

  • This was a resolved bug. If activity misattribution recurs, note the specific activity, client, and expected agent.

Performance

Portal is slow to load:

  • The init API has been optimized for faster load times.
  • The "Improve app launch time" initiative has addressed initial load performance.
  • If specific pages are slow, report which page and the approximate load time.

Refresh token API:

  • Token refresh has been optimized to reduce unnecessary API calls and improve session stability. -e
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