After working through hundreds of support tickets across 142 STRONG locations, the same issues come up again and again. They look different on the surface (a contact stuck on the wrong day, a missing tag, a notification that will not stop) but they trace back to a small number of root causes.
This section groups those recurring issues by pattern. Each page covers one category: what the symptoms look like, why it happens, how to diagnose it, and how to fix it. The goal is not to list every possible thing that can go wrong. It is to give you the tools to resolve the issues you will actually encounter.
| Category | What it covers | Frequency |
|---|---|---|
| Pipeline Inaccuracy | Contact on the wrong day, visit counter showing more visits than actually attended, premature expiry, pipeline card stuck in the wrong stage. Four documented bugs with specific root causes. | ~40% of tickets |
| Core to Grow Sync Gaps | Active Package not updating, membership purchase not triggering workflows, attendance data delayed or missing, custom fields stuck on old values. | ~20% of tickets |
| Contact Duplicates & Merges | Same person appears twice, merging contacts triggers false workflow activations, historical data conflicts after merge, contacts created from different email addresses. | ~15% of tickets |
| Workflow Timing & Tasks | Internal tasks arriving at the wrong time, tasks assigned to the wrong team member, workflow firing more than once, contacts stuck in a workflow that should have moved on. | ~15% of tickets |
| Email & Notification Issues | Internal notification emails that keep arriving, SMS delivery failures, emails going to spam, DND contacts still receiving messages. | ~12% of tickets |
How to use these pages
Start with the symptoms you are seeing. Each page opens with a list of “What it looks like” descriptions so you can match your situation to the right category. If you are not sure which category fits, Pipeline Inaccuracy is the most common starting point.
Each diagnosis section tells you exactly where to look: which Grow screens to check, which Core fields to compare, and which audit log entries to search for. The resolution sections explain what to fix and, just as importantly, whatcannot be fixed because it is a platform limitation.
Cross-references to workflows
Many troubleshooting scenarios trace back to a specific workflow covered in the Key Workflows section. Each troubleshooting page links directly to the relevant workflow page so you can see the full step breakdown and understand why the system behaves the way it does.
When to escalate to HQ
Most issues on these pages can be diagnosed and resolved at the location level. But some require HQ intervention because they involve workflow edits, Core sync configuration, or template account changes. Each page flags which resolutions you can handle yourself and which need to be raised to HQ.
The general rule: if the fix involves changing a contact's data (moving a pipeline card, updating a custom field, removing a tag), you can do it. If the fix involves changing how a workflow or integration behaves, flag it to HQ.