This guide explains common empty and loading messages in Case Management and how to tell an empty result from a feature or privacy restriction.
It does not cover clinical send failures; see Why aren't my notes reaching EMIS or SystmOne? for that checklist.
First decide what kind of empty screen it is
A message containing match usually means the screen loaded but your search or filters excluded every row.
A message containing yet usually means there are no saved items in that part of the current record or organisation.
A Loading... or Loading… message means the request has not finished.
A missing sidebar item usually means the feature is switched off or unavailable for your role; it is not an empty result.
A smaller-than-expected client or case list can be caused by privacy rules, even when there is no error.
Nothing matches the current view
Real examples include No clients match the current view., No conversations match your search., No matching clients., No records on this case match. and No surgeries match "…".
Clear the search box.
Reset filters or choose a broader tab, such as All where it is available.
On Dashboard, select Reset in the Filter dashboard panel or widen the date range.
Check you are in the intended organisation.
An empty filtered result does not mean the underlying records were deleted.
There is no data yet
The app uses specific empty states for a genuinely empty section:
No notifications and No archived notifications in the Notification Centre;
No conversations yet. and No unread conversations - you're all caught up. in Messages;
No actions scheduled for today. on Home and No tasks here. in My tasks;
No records yet., No records on this case yet. and No past records yet. on a client;
No reports yet. and No duplicate candidates found. on Dashboard; and
No pending or failed file-back attempts. New referral decisions that cannot reach the clinical system will appear here. in Clinical Systems.
These sentences describe the current section, tab or period only. For example, no tasks today does not mean there are no upcoming tasks.
A feature is switched off
Feature-controlled areas disappear from navigation rather than opening as blank pages. Lists, Calendar and Clinical Systems depend on organisation settings. Messages is available for conversations when messaging is on; Owners and Admins can still see its templates and automations administration when messaging is off.
If a colleague can see an item that you cannot, first confirm you are in the same organisation. Then ask an Owner or Admin whether the feature is enabled and whether your role should have access.
Clinical setup can also be genuinely absent. Edit clinical system login shows No EMIS clinical systems are set up for your organisations yet., while a client's link editor can show No clinical systems are configured for this organisation.
Privacy can hide records
Hidden clients and cases are not shown to staff who are not assigned to them. Organisation Owners can see hidden work. This can make a list, count, dashboard result or report smaller without showing an error.
The Hidden client tab says No hidden clients. Clients you hide appear here so you can find and unhide them later. when there are none you can see.
Do not work around privacy by changing searches repeatedly. Ask an Owner to confirm whether the client or case is hidden and whether you should be assigned.
It is still loading
Examples include Loading clients..., Loading records..., Loading tasks..., Loading clinical systems... and Loading full list....
Wait for the message to clear.
If it remains, reload the page once.
Check whether another Case Management page loads.
If several pages remain on loading, select Help & Support and give the page name and time.
Do not interpret a loading placeholder as zero. Wait for a number, table or explicit empty-state sentence.