Troubleshooting: cases

I can't see a case a colleague mentioned

Case visibility runs on labels (the Chinese Wall). You can see a case only if you share at least one category with it and, for walled roles, you own it, are the assigned investigator, or are an accepted collaborator.

If you hold no categories, you see no cases at all: including your own. The wall fails closed; holding no category is an empty case list, not a fallback to your own work. Ask an administrator to assign you the right category.
If you share the category but are not on the case, ask the owner to add you as a collaborator, or request access from the Matches tab if you hit a match to it. See Share a case.
A category change takes effect at your next sign-in refresh, not instantly.

I can't create a case without a label

At least one label is required at creation: a case cannot exist with no compartment. Choose a label you hold. If you hold none, ask an administrator to assign you a category first.

I can't remove a label from a case

Removing the last label from an active case is blocked, because every case must belong to at least one compartment. Add another label first, then remove the one you meant to.

I can't find a whole-case delete

There is no whole-case delete, by design. Individual records inside a case can be deleted, but a case that should stop being worked is set to Closed in the case header. Nothing is truly erased.

AI Import isn't available on my case

AI Import is offered on external cases only. Internal cases add documents by plain upload on the Evidence tab. Also, only Supervisors and Investigators can commit an import; ORC Analysts can review one but not commit it.

I can't convert an internal case from pharmacy to front store (or vice versa)

The path is set once at intake and cannot be changed today. If a case is on the wrong path, it needs to be recreated on the correct one.

A section I expected on an internal case isn't showing

Internal case sections are path-driven and conditional. For example, civil recovery opens only once an interview admission is recorded; some sections appear only on the pharmacy path. A hidden section is never required and never written: if you entered data and the section later hides, that data is preserved and returns when the section is visible again.

I regenerated the network graph and lost my manual edits

Rebuild & Regenerate is destructive to manual graph edits: it rebuilds entities and links from the case's members and organizations. Use Regenerate Network (AI) instead when you only want to re-run the layout without touching your entities and links. Confirmed items survive AI regeneration; unconfirmed ones may not.

An audience export package contains our private evidence

That is expected. The export zip bundles real evidence files for every audience, including external ones (Police, DEA Form 106, Board of Pharmacy, Attorney). Whoever exports it is responsible for where it goes: treat these packages as confidential.