Troubleshoot On-Call Prep
Use this table when the On-Call Prep banner does not appear, or the page is empty, unavailable or shows a different shift than you expected.
Common problems
| Symptom | Cause | Solution |
|---|---|---|
| There is no On-Call Prep banner under the page breadcrumb. | You are on a Settings page or on a page for a single schedule or service, which have no banner. Otherwise, you are not on call now and your next shift does not start within 7 days, or predictions are not switched on for your workspace. | Open On-Call Prep from the Prepare for your shift button in a shift reminder email, or check your shifts in My Shifts. |
| The page shows Predictions are off. | Predictions are not switched on for the workspace you are working in. | No action is available on the page. The banner and the likely-incident list in reminder emails also do not appear. |
| The page shows No upcoming shift. | You are not on call now and have no shift starting within 7 days. | Check My Shifts. The page works again when a shift is within 7 days. |
| The page shows Not ready yet. | Your shift is new or changed since the last nightly calculation, for example an override added today. | Check back the next day. |
| The page shows Nothing likely for this shift. | No incident on your services happened often enough recently to be listed. | No action is needed. |
| The page shows Predictions unavailable. | Oppex could not read the lists. | Click Try again. If it keeps failing, contact support. |
| The readiness bar says "Insights are being prepared…". | Oppex is still building the key insights. | Reload the page after a few minutes. |
| There is no readiness bar, but incidents are listed. | The key insights for your shift were not built yet, or the build failed. | Check again after the next nightly calculation. The incidents are still listed. |
| The Key Insight column shows — for an incident. | The incident has no key insight, so opening it does not mark it reviewed. | No action is needed. |
| The page shows a different shift than I expected. | The page shows the shift you are on call for now, or your next one. A shift on a schedule wins over a direct assignment. | Check My Shifts for your shifts. |
| The times are in the wrong time zone. | Times follow your own time zone preference. | Change it in your personal preferences. |