Troubleshooting

Fixes for the most common issues when using PrevIQ.

The web app loaded but can't fetch data. The front-end and data service are separate — the app is fine, the data service isn't responding.

Wait and refresh

A transient hiccup or a service still starting up usually clears within a minute.
Confirm the API host

The app points at a configured API base URL. If it's wrong or the service is down, every card shows the banner. Contact OSPRI if it persists.
Check the health endpoint

Hit /api/v1/health on your API host — a healthy service returns {{ "status": "ok" }}.

A report returns "no data" (404)

Almost always a filter mismatch, not a broken endpoint.

Confirm the vendor ID spelling (use /vendors to list valid IDs).
Confirm the syndrome name (use /syndromes).
Remember the lab may simply have no data for that syndrome.

A rate looks wrong or surprisingly high/low

It's higher than I expected

Check the tested count and tier. A high rate on a tiny sample (Tier C) is noise, not signal. Also confirm you're not comparing against a positive-only historical number.

It's lower than our old numbers

Expected — PrevIQ uses an all-tested denominator. See Prevalence methodology.

A number changed after a new data load

Check the latest ingestion run — new specimens shift rates. Confirm the row counts and QA flags look right.

Numbers didn't update after sending a new file

Ingestion is idempotent: an identical file is skipped (status: "skipped"). If you re-sent the exact same export, nothing changes by design.
Check the ingestion history for the run and its row counts.
If the run shows a UNKNOWN_RESULT QA flag, the export contained an unrecognized result value — flag it to OSPRI. See Result statuses.

A browser app can't call the API (CORS error)

The API only accepts requests from allow-listed origins. Ask OSPRI to add your front-end origin. Server-to-server calls aren't affected. See Authentication.

Export downloaded an empty/zip file unexpectedly

A CSV report is delivered as a .zip (one CSV per syndrome + a methodology note) — that's expected. See Export formats.
A 404 means no rows matched your filters; loosen them (e.g. lower min_tested).

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