StepChange Debt Charity

Pulse Decision Logic – Error Messages and Troubleshooting

Summary

This article outlines the most common error messages encountered when using Pulse Decision Logic, including those appearing during verification or when accessing the solution screen. It provides guidance on how to resolve these issues and when to escalate to the Service Desk.

Body

For any error message within pulse it is advised that you ensure you are connect to the vpn and to clear the cache in your edge browser ( if your unsure how to this please refer to the guide: Microsoft Edge - Clearing cookies/permissions and browser history)

 Error: We can't seem to find the page you are looking for

This error usually appears when a case is missing required data.

Fix:

Click the ‘Back to dashboard’ button.

Check for any missing or incorrect details in the case.

Retry accessing the solutions screen.

If the issue continues after confirming all data is present, raise a ticket.

Error: This service is not available at this time

This indicates a connection issue with FICO's server.

Fix:

Wait at least 30 seconds between retries.

Too many quick attempts can cause a longer suspension.

After 3 failed attempts, the option to retry will be replaced with a return to dashboard message.

Wait a minute, return to the dashboard, and try again.

If the issue persists, raise a ticket.

Error: 'An error has occurred when running Decision Logic. Please try again later.'

This may appear on the verification screen when re-running Decision Logic.

Fix:

Wait 30 seconds and try again.

If the error continues after a second attempt, raise a ticket.

Revision History