Troubleshooting: BOLOs
I shared a BOLO but nobody received it
This is expected. Sharing records the distribution in the share history and builds the recipient list, but no message is actually delivered: the delivery path was removed with an earlier integration and has not been rebuilt. The success message overstates what happened.
Workaround: Export the BOLO sheet as a PDF (Print / Export) and distribute it through your own channels: email, printed copies, or your store communication system. See Share and export a BOLO.
A BOLO isn't showing up in filtered views
Cause: The BOLO has no linked incident. Geography, date, and tag filters are derived from linked incidents, so a BOLO without one drops out of those filtered views. It still appears in the feed and in an unfiltered or exclude-only discovery view.
Because of the tri-state filter logic, a BOLO with no incident fails every "include" filter and passes every "exclude" filter, so it surfaces only when your view is unfiltered or uses exclusions only.
I can't find the BOLO sidebar items
If you do not see BOLO Management or BOLO Feed in the sidebar, your role cannot view BOLOs. Auditors, Viewers, External Partners, and Store Associates have no BOLO access at all.
I can't edit a BOLO's photos
Photos belong to the source incident or case, not the BOLO. To change a person or vehicle photo, edit the underlying incident's suspect or the case's member. The BOLO shows what those records hold when you open it.
Where do I delete a BOLO?
A BOLO is deleted from the BOLO tab of the case it is attached to (not from the discovery list, the feed, or the detail page, none of which carry a delete action. Any role that can edit cases can delete it, after a confirmation. Deletion is a soft delete (an administrator can restore it). To merely take a BOLO out of circulation without deleting it, set its status to Cancelled or Archived instead), it stays listed and openable but drops out of My Feed. See Edit a BOLO, set its status, or delete it.
A BOLO I reviewed keeps coming back to my queue
A reviewed BOLO returns to your queue only when its facts change: photos, loss, geography, plates, suspects, ORC flag, incident type, products, method, vehicle, or case link. If it keeps returning, someone is editing the underlying incident or case. Editing the BOLO's own wording or status does not bring it back.
My saved shortcut or view disappeared
If a quick-filter shortcut or saved view pointed at a value that no longer exists in your organization's data (a retired store, for example), it is skipped silently rather than shown broken. Re-add it from Customize or rebuild the view against current data.