Context:

If you're seeing a generic "There is an issue" error message when trying to save or update information in the ButterflyMX OS, this guide will help you identify the cause and resolve the problem. This error typically appears when adding residents, updating contact information, or modifying property settings.

Common Causes of Save Errors

The "There is an issue" error usually occurs due to:

• 📧 Invalid or duplicate email addresses
• 📱 Incorrect phone number formatting
• 🏢 Missing required fields
• 🔄 Browser cache or session issues
• ⚠️ Data validation conflicts
• 🌐 Network connectivity problems

Quick Fix: Step-by-Step Troubleshooting

Step 1: Verify Email Address Format

Email validation is one of the most common causes of save errors:

1. Check that the email address follows the correct format: name@domain.com
2. Ensure there are no spaces before, after, or within the email address
3. Verify there are no special characters except periods (.), hyphens (-), and underscores (_)
4. Confirm the email isn't already in use by another resident in the system
5. Try using a different email address to test if the issue is email-specific

Common email formatting mistakes:

• ❌ john.doe @email.com (space before @)
• ❌ john.doe@email (missing domain extension)
• ❌ john..doe@email.com (double periods)
• ✅ john.doe@email.com (correct format)

Step 2: Check Phone Number Format

Phone numbers must be entered in a specific format:

1. Use the format: (XXX) XXX-XXXX for US numbers
2. Remove any extra characters or letters
3. Include the country code if entering an international number
4. Verify the number has the correct number of digits

Accepted phone formats:

• ✅ (555) 123-4567
• ✅ 555-123-4567
• ✅ 5551234567
• ✅ +1 555-123-4567 (international format)

Step 3: Verify All Required Fields

Ensure all mandatory fields are completed:

1. Look for fields marked with a red asterisk (*) or labeled as "Required"
2. Common required fields include:
   • First Name
   • Last Name
   • Email Address OR Phone Number (at least one contact method)
   • Unit/Apartment Number
3. Fill in any missing required information
4. Attempt to save again

Step 4: Check for Duplicate Entries

The system prevents duplicate resident entries:

1. In the ButterflyMX OS, navigate to Residents
2. Use the search function to look for the resident's email or phone number
3. If a duplicate exists:
   • Update the existing resident record instead of creating a new one
   • Or use a different email/phone number for the new entry
4. Verify the unit number isn't already assigned to another active resident

Step 5: Clear Browser Cache and Cookies

Browser cache issues can cause save errors:

1. Clear your browser cache and cookies:
   • Chrome: Settings Privacy and Security Clear Browsing Data
   • Safari: Preferences Privacy Manage Website Data Remove All
   • Firefox: Settings Privacy & Security Clear Data
   • Edge: Settings Privacy Choose What to Clear
2. Close all browser windows
3. Reopen your browser and log back into the ButterflyMX OS
4. Attempt to save the information again

Step 6: Try a Different Browser

Browser compatibility issues can sometimes cause errors:

1. Open the ButterflyMX OS in a different browser:
   • ✅ Google Chrome (recommended)
   • ✅ Safari
   • ✅ Firefox
   • ✅ Microsoft Edge
2. Log in and attempt to save the information
3. If successful, the issue is browser-specific

Step 7: Disable Browser Extensions

Some browser extensions can interfere with form submissions:

1. Temporarily disable browser extensions, especially:
   • Ad blockers
   • Privacy extensions
   • Form auto-fill extensions
   • VPN extensions
2. Refresh the ButterflyMX OS page
3. Try saving again
4. Re-enable extensions one at a time to identify the culprit

Advanced Troubleshooting

Check Network Connection

A stable internet connection is required:

1. Verify you have an active internet connection
2. Check the ButterflyMX Status Page for any service interruptions
3. Try accessing the ButterflyMX OS from a different network (mobile hotspot, different WiFi)
4. Ensure your firewall isn't blocking connections to butterflymx.com

Verify User Permissions

Ensure your account has the necessary permissions:

1. Confirm you have Community Admin or Property Manager access
2. Check that your account hasn't been restricted from making changes
3. If you're unsure about your permissions, contact your property's primary administrator

Test with Minimal Information

Isolate the problematic field:

1. Start by entering only the required fields (First Name, Last Name, Email/Phone, Unit)
2. Attempt to save
3. If successful, add additional information one field at a time
4. This helps identify which specific field is causing the error

Specific Scenarios and Solutions

Adding a New Resident

If the error occurs when adding a resident manually:

1. Verify the unit number exists in your property configuration
2. Ensure the unit isn't set to "inactive" status
3. Check that you're not exceeding the resident limit for that unit
4. Confirm the email/phone isn't already associated with another unit

Updating Existing Resident Information

If the error occurs when updating a resident's details:

1. Try updating one field at a time instead of multiple fields simultaneously
2. Verify the new email/phone isn't already in use by another resident
3. Check if the resident has any active Visitor Passes that might conflict with changes
4. Ensure the resident doesn't have pending access requests

Bulk Import Issues

If errors occur during CSV imports:

1. Verify your CSV file follows the correct format template
2. Check for any special characters or formatting issues in the spreadsheet
3. Ensure all email addresses and phone numbers are properly formatted
4. Try importing a smaller batch to identify problematic entries

Error Prevention Best Practices

Reduce the likelihood of save errors:

• ✅ Always copy-paste email addresses directly from the source to avoid typos
• ✅ Use consistent phone number formatting across all entries
• ✅ Keep browser and operating system updated
• ✅ Maintain a stable internet connection when working in the ButterflyMX OS
• ✅ Save changes frequently rather than editing multiple fields at once
• ✅ Use the recommended browsers (Chrome or Safari) for best compatibility

When to Contact Support

Contact the Support team by submitting a request here if:

• The error persists after trying all troubleshooting steps
• You receive a specific error code or message (note it down)
• The issue affects multiple users or properties
• You need to update information that the system won't accept
• You suspect a system-wide issue

When contacting support, please provide:

• Property name and address
• Your account email address
• Exact error message (screenshot if possible)
• What you were trying to do when the error occurred
• Information you were trying to save (without sensitive personal data)
• Browser and version you're using
• Troubleshooting steps already attempted

System Status and Known Issues

Check for ongoing issues:

• 📊 Visit the ButterflyMX Status Page for real-time system updates
• 🔔 Subscribe to status notifications to receive alerts about service disruptions
• 📢 Check for maintenance windows that might affect system availability