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Common Problems and Safe Recovery

The Scheduler refuses an action only to protect the calendar — every refusal comes with a reason. This guide lists the situations you are most likely to meet, what each one means in plain language, and the safe way out. Nothing here loses data: when a save is refused, the dialog stays open with everything you typed.

Who should read this: keep it bookmarked at the reception desk.

"The professional's agenda is closed"​

Cause: professional agendas start closed, and colleagues cannot book into a closed agenda. The professional themself can always book.

Fix: the professional or a manager opens Agenda settings and clicks Open agenda — full steps in Configuring a Professional Agenda. If the agenda is closed on purpose (vacation), book with another professional.

"Outside the professional's working hours"​

Cause: the appointment doesn't fit entirely inside the working hours registered for that weekday. Remember this rule applies to bookings made for someone — professionals may book their own agenda freely.

Fix: pick a time inside the expediente — Find available times only suggests valid ones — or ask the professional to extend their working hours.

"The time is blocked"​

Cause: an availability block (vacation, conference, personal block) covers the period.

Fix: choose another time or professional. If the block is obsolete, the professional can remove it in Agenda settings.

"The time is already taken" (conflict)​

Cause: the period overlaps an appointment marked Show as busy in the same agenda.

Fix: use Find available times or the team view to find a free slot. For an appointment that doesn't need to block the agenda (a reminder), turn off Show as busy and it won't conflict.

"Professional / patient / client is required"​

Cause: the chosen event type has required links — surgery needs professional and patient; vaccine return needs a patient; exam delivery needs a patient or client.

Fix: fill the named field and save again. If a vaccine return refuses a professional, that's the opposite rule: returns belong to the organization agenda — leave the professional empty.

"Invalid time" near a clock change​

Cause: on daylight saving transition dates, some times don't exist or happen twice, and the Scheduler asks for an unambiguous one.

Fix: pick a nearby valid time. Background in Organization Time Zone.

A private appointment you can't open​

Cause: appointments marked Private appointment by another user show only as Busy — details and editing are reserved to their owner.

Fix: nothing to fix — book around it. If it genuinely needs changing, ask the person who created it.

A change made offline hasn't appeared for colleagues​

Cause: changes made without internet sync when your device reconnects.

Fix: reconnect and give it a moment; avoid repeating the action, which creates duplicates. Details in Working With and Without Internet.

Every appointment shows at the wrong hour​

Cause: the organization's time zone is misconfigured — everyone sees times shifted by the same amount.

Fix: an administrator corrects the Time zone in the organization's registration and reviews upcoming appointments. Steps in Organization Time Zone.

When to Contact Support​

Reach out to our support when:

  • a message repeats even after following the fix above;
  • appointments disappear or duplicate without an offline explanation;
  • times remain wrong after the organization time zone was corrected.

Include the organization name, the professional involved, the date and time you tried to book, and the exact message shown — that's everything support needs to retrace the case.

If you encounter any difficulties during this process, do not hesitate to contact our support.