> ## Documentation Index
> Fetch the complete documentation index at: https://docs.getnovaplan.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Troubleshooting

> Why a number can look wrong, and how to track it down before raising a ticket.

Most surprises in an FP\&A tool come from a few well-understood causes. Work through these in
order before assuming something is broken.

## Numbers Disagree Across Two Surfaces

<AccordionGroup>
  <Accordion title="Headcount cost does not match the GL">
    The GL P\&L and the per-employee headcount model measure overlapping but not identical things.
    The GL includes accruals, contractor spend, and recruiting fees posted to people accounts, while
    the headcount model is built from per-person salary components. The gap is usually this
    difference in scope. To check, open the underlying rows on each side and compare what is
    included.
  </Accordion>

  <Accordion title="Two reports show different totals for the same thing">
    Confirm both are reading the same budget version and the same date range. A common cause is one
    surface on the live Rolling Forecast and another on a locked version. Also check that any filters
    (department, entity, scenario) match on both sides.
  </Accordion>

  <Accordion title="A variance bridge does not reconcile to the endpoints">
    A bridge built from one universe (per-employee components) but anchored on another (GL endpoints)
    will not tie out exactly, because the two universes include different things. Read the named
    drivers for the story, and treat the residual as the universe difference rather than a bug.
  </Accordion>
</AccordionGroup>

## A Number Changed When I Did Not Expect It

<AccordionGroup>
  <Accordion title="My plan reverted overnight">
    A background sync can re-run the forecast. If a value moved without you touching it, check
    whether a source system (HRIS or ERP) synced overnight and triggered a recalculation of the open
    forecast window. Locking the version freezes it against this.
  </Accordion>

  <Accordion title="A figure looks stale after a change">
    The app keeps a local cache so pages load instantly, then refreshes in the background. If a value
    looks one step behind right after an edit, give it a moment to refresh, or reload the page. If it
    persists, the source data may not have re-synced yet.
  </Accordion>
</AccordionGroup>

## Data and Sync Issues

<AccordionGroup>
  <Accordion title="A feed looks out of date">
    Open the Pipelines health view in Admin. It shows when each feed last synced and flags a feed
    that missed its window, so a silent failure cannot hide. Re-run the sync from there if needed.
    See [Pipelines](/admin/pipelines).
  </Accordion>

  <Accordion title="A connector field came in blank or wrong">
    Check the dimension and field mapping for that source. A raw value that is not mapped to a
    canonical dimension can land blank or in the wrong bucket. See [Dimensions](/admin/dimensions)
    and the relevant [connector guide](/admin/integrations).
  </Accordion>

  <Accordion title="A row from my upload is missing">
    Most often a required field failed validation (for example a date in the wrong format), so that
    one row was skipped while the rest loaded. Re-check the CSV format in the
    [CSV guide](/admin/connectors/csv).
  </Accordion>
</AccordionGroup>

## Access and Editing

<AccordionGroup>
  <Accordion title="I cannot edit a cell">
    The version may be locked, the month closed, or your role may not have write access to that
    field. Switch to your live version to keep editing, or ask an admin to review your permissions.
  </Accordion>

  <Accordion title="A value shows as masked or hidden">
    Sensitive fields such as salary are masked for roles that should not see them. This is by design,
    not a failure. An admin can adjust role access from [Permissions](/admin/permissions).
  </Accordion>
</AccordionGroup>

<Tip>
  When a number looks wrong, the fastest path is to click into it. Almost every figure in Novaplan
  drills to the underlying rows, and you can ask Nova "why did this number change?" to get the
  drivers and the evidence in one step.
</Tip>