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Troubleshooting

Solutions for common Raven Portal issues.

Login and account​

Cannot sign in — invalid credentials​

  • Verify email spelling and caps lock.
  • Use Forgot password to reset.
  • Confirm your account is active — contact your administrator if newly invited.

Email verification required​

  • Check spam folder for verification email.
  • Use Resend verification email on the login page.
  • Wait for cooldown between resend attempts.

Session expired / redirected to login​

  • Sign in again — sessions expire after inactivity.
  • A 401 response clears your session automatically.
  • Clear browser cache if login loops persist.

Access denied​

Restricted access / 403 page​

  • Your role does not include this feature. See Role Overview.
  • Request access from your org or vendor administrator.
  • Navigate to another page — restricted state clears on navigation.

Missing sidebar items​

Missing itemLikely cause
Case Intake, Offers, ApprovalsNot a Higbee org member
Consent to Communicateattorney_user role (excluded)
TasksNot a Higbee org member
Settings → UsersNot org_admin or vendor_admin
Emails / CalendarFeature disabled or not connected to Microsoft 365

Cannot see expected cases​

  • Your vendor access may not include that vendor.
  • Assignment-scoped attorney users only see assigned cases.
  • Check case list filters — reset filters to defaults.

Data and performance​

Backend unavailable / service unavailable page​

  • The API may be temporarily down.
  • Wait and retry — a health banner may appear before full redirect.
  • Contact support if outage persists.

Slow loading​

  • Large case lists benefit from filters to reduce results.
  • Check network connection.
  • Retry after backend health banner clears.

Stale data​

  • Refresh the page.
  • Use refresh buttons on list pages (Approvals, etc.).
  • TanStack Query refetches automatically in many views — wait a moment after mutations.

Cases and edits​

Cannot edit case details​

  • You may have view-only access for this vendor.
  • attorney_user and some vendor roles have limited edit permissions.
  • Contact admin for org_user or edit permission.

Unsaved changes warning when switching tabs​

  • Save or cancel edit mode on Details before switching tabs.
  • The portal prevents accidental data loss.

Microsoft 365​

Cannot connect email/calendar​

  • Confirm Higbee org membership.
  • Verify feature is enabled for your environment.
  • Retry OAuth — pop-up blockers may interfere.

Sync failures​

  • Disconnect and reconnect Microsoft 365 in Account Settings.
  • Verify Microsoft account has mailbox/calendar access.

Hearings and assignments​

Cannot assign hearing attorneys​

  • Requires Higbee org_admin or org_user.
  • Vendor users and attorney users cannot assign.

Cannot manage case user assignments​

  • Only org_admin can add/edit/remove assignments on User Assignments tab.

Getting help​

  1. Use Feedback in the header to report issues to the development team.
  2. Contact your Organization Admin or Vendor Admin for access changes.
  3. Download the User Guide PDF from the sidebar if available.