A section is missing or greyed out
A wizard section that’s missing or greyed out almost always traces to one of three things — configuration, permissions, or an out-of-date app build — and each has its own fix.
What it is
App configuration sets every hazard-specific section to one of three states per hazard type: on, off, or inherit from the organisation-wide default. A small, fixed set of sections can never be turned off at all, regardless of configuration — the ones every hazard type structurally depends on. Separately, a section can be unavailable simply because the signed-in person’s permission level doesn’t grant it, or because their installed app build predates a section that’s since been added.
How to do it
- Check Settings → App configuration → Hazards first — find the specific hazard type and confirm the section’s toggle for it, and check whether an org-wide default is being inherited rather than overridden per-hazard.
- If configuration looks correct, check the person’s own permission level under Granular permissions — a section can be configured on and still not render for someone without the module access it needs.
- If both look right, check the app build — an out-of-date install can genuinely predate a section that’s since shipped; updating the app resolves this, where a configuration change cannot.
How it integrates
Configuration is layered — organisation-wide defaults, then a per-hazard profile, then scoped overrides for a specific member, contractor organisation, or job — and the field app resolves all of them together for each survey it opens. A hidden section is never a data-loss risk: hiding a section stops it appearing for new entry, it doesn’t delete anything already recorded in it on an existing record.
Common problems
- A section is visible to me but not to a colleague doing the exact same job. Check their permission level specifically, and whether a per-member scoped override is narrowing what they see beyond the org-wide default.
- I turned a section on and it still doesn’t show in the field app. Check the app has actually re-synced its configuration — closing and reopening the survey, or the app itself, forces a fresh read; a survey already open when you made the change won’t pick it up straight away — see A settings change has not reached a survey in progress.
- A section is missing that I’m sure should always be there. A small set of sections are structurally mandatory for every hazard type and can’t be hidden by configuration at all — if one of those is missing, that points to an app-build issue, not a settings one.