System Error / Crash

Most Yardi system error tickets resolve when an admin regenerates or manually pushes through the affected document, or when the user clears cache and retries.

• Clear your browser cache and cookies and attempt the action again. If that only works temporarily, try a different browser or device before escalating.
• Try the Yardi "forgot password" flow if you cannot log in even after resetting your password — a self-service reset sometimes leaves the account in a broken state that requires the password to be fully expired first. (admin only: an admin can expire your password to force a clean reset.)
• Check with your team before filing a new ticket — if CRM emails, texts, or calls are failing for multiple people, a platform-wide outage may already be tracked. Avoid duplicate tickets; wait for a status update on the existing one.
• Try the CRM IQ Live Agent first for spinning/freezing portal issues (lease signing, renewal submission). They can often resolve portal-side bugs without admin intervention. If the issue is unresolved by end of day, escalate via ticket.
• For early termination fees not appearing on a Notice to Vacate, note that the fee must be manually charged to the resident ledger before it will show on the NTV — this is expected behavior, not a bug. Check with your regional lead for any location-specific protocol.
• (Admin only) Regenerate or manually push the document if a lease, renewal, rider, or agreement is stuck, not visible in the portal, or loops indefinitely on submission. An admin can also reapply a cancelled application or correct a misfiled applicant status in RentCafe.

If none of these solve it, file a ticket and include: the exact error message or a screenshot, the specific action you were attempting (e.g., generating NTV, countersigning lease, sending a CC agreement), whether the issue affects multiple users or just your account, and any steps already tried (cache clear, device/browser tested, Live Agent contacted).