When a work permit does not work the way you expected
At most snags the Permit to work module states the reason: a disabled step says “Not possible: …” (in the bar at the top of the permit’s page, or in the ⋮ More actions menu), and a step that stopped tells you, next to its button, what is missing. This page collects the most common messages, and tells you who can help and where.
Before you start
Section titled “Before you start”- Permission: no special right is needed — the tables also tell you when the fix needs an administrator.
- Prerequisite: write down the exact message and the permit’s number (
PTW-…) or the assessment’s number (KE-…).
-
Read the exact message. It stands in the bar at the top of the page (below the main button, or on a disabled item of the ⋮ menu), in the row the step opened, or in a pop-up window.
-
Find the symptom in the tables below (by the text of the message).
-
If a setting is missing (a template, the policy, the Person register), tell your administrator — the table says where it has to be fixed.
-
If the page asks you to reload, reload it, and re-enter what was not saved. In that case the system deliberately wrote nothing, so as not to overwrite a colleague’s work.
If it worked
Section titled “If it worked”Once the cause is removed, the stuck step goes through, and the page states the new status (“Done — the permit is now: …”).
Common problems
Section titled “Common problems”Starting a permit
Section titled “Starting a permit”| What you see | Why | What to do |
|---|---|---|
| “The Permit to work module is not switched on” | Your organisation has not ordered the module, or it is not switched on. | Your administrator should get in touch with us. |
| No New permit button | You have no request or issue right. | Ask your administrator. |
| “You only see your OWN requests: …” | You have no permit-viewing right; you still see your own requests. | If you need the full list, ask for the right. |
| “There is no permit template available for this site.” | There is no active work permit template. | Administrator: Work permit templates. |
| Instead of the template picker: “The permit starts from the risk assessment” | The site’s policy makes a risk assessment mandatory (Block level). | A permit from a risk assessment. |
| “The selected permit template does not cover the selected main hazard of the work — …” | The template does not cover the main hazard given in What kind of work?. | Pick a covering template from the list (the recommended one comes first). |
| Both confined space and Ex zone are selected in What kind of work?, and no template appears | The two cannot occur together: entering a confined space requires that it is freed of the explosive atmosphere (emptied, isolated, ventilated) or inerted — after that it is no longer an Ex zone. The factory templates therefore do not issue the two together. | After freeing or inerting the space, remove the Ex zone and request a confined space entry permit. If your organisation decides otherwise, an administrator can change the Main hazards that cannot be issued together field in its own template copy. |
Filling in and submitting
Section titled “Filling in and submitting”| What you see | Why | What to do |
|---|---|---|
| “Saving has stopped” + “Reload — discard unsaved changes” | The draft was changed elsewhere in the meantime, or the page is an older version. | Reload, and re-enter what was not saved. |
| “View only” in place of the editor | Someone else’s draft, and you have no issue right. | The requester or an issuer can edit it. |
| “Choose a plant — a permit needs one …” | No request without a plant. | Choose a plant on the draft’s Basics card. |
| “Some items prescribed by the risk assessment were removed without a reason …” | A 🔒 item is removed without a reason. | Tick it back, or write why it does not apply. |
| “This work cannot be issued with this type” on the draft | The job’s main hazard (from the “yes” answers to the questions) does not fit the type. | Click Switch to: …; after submitting, the type can no longer be switched. |
| “The selected type does not cover the work’s marked main hazard (…).” | The switch target does not cover the main hazard either. | If the job is not like that after all, answer “no” to the question first; otherwise pick a covering type. |
| Incomplete request window when submitting | A mandatory item is empty, or the type does not cover the main hazard. | Fill them in — or Submit anyway, but the permit cannot be issued with missing content. |
Issuing and while the work runs
Section titled “Issuing and while the work runs”| What you see | Why | What to do |
|---|---|---|
| “Not possible: you do not have permission for this step.” | Your role does not have the right for the step. | The step is done by someone who has the right. |
| “Not possible: another issuer must issue your own request (one-person issue is not enabled at this site)” — or at issue: “You cannot issue your own request (the issuer must not be the requester).” | You submitted the request, and one-person issue (OFF by default) is not enabled. | Another issuer issues it — or your administrator enables one-person issue with a reason. |
| “One-person issue is not enabled at this site (Settings → Policy gates → Issue).” | The switch was turned off meanwhile. | Submit it as a request. |
| “Not possible: The template’s mandatory preparation tasks go to the diary with the request step …” | Without a requester, the mandatory preparation tasks cannot be met. | Submit it as a request. |
| “Blocked by the policy: This permit type does not cover the work’s main hazard — …” | The type does not cover the job’s main hazard. | On a draft, switch the type; cancel a submitted request and resubmit it with the right type. |
| “Blocked by the policy: …” | A blocking gate is not satisfied (the list names it). | Fix what is missing; the gates are set by the administrator: Policy gates. |
| “This action requires a justification — the reason goes into the signature chain.” | A warning gate is not satisfied. | Write it in the Justification field. |
| “Issuing requires a two-factor code.” | The policy asks for two-factor confirmation. | Type the code from your authenticator app; if it is not set up yet, see Two-factor sign-in. |
| “The permit’s time window has expired — it cannot be made active.” | The end of the validity has passed. | Extend it with a new validity, or hand the site back. |
| The permit is Working day closed, and the signer is SYSTEM | The site’s daily cut-off closed the day. | The next day: Extend (new working day). |
| “The step was not carried out” + “Reload to see the current version” | The permit was moved on elsewhere in the meantime. | Reload, look it over, and start again. |
Risk assessment
Section titled “Risk assessment”| What you see | Why | What to do |
|---|---|---|
| Nothing is pre-ticked on a permit started from an assessment | The work permit templates carry no references (ref). | Administrator: step 2 of the rollout. |
| Approval does not go through: the qualification is missing | No person record, not linked to the user, or no valid document. | Administrator: Person register. |
| “No permit follows from the answers yet. …” | No main hazard, and no active base permit. | Add a main hazard in Add a main hazard, or set a base permit in the risk assessment template. |
| “No active permit type can issue: …” | No active type covers the main hazard. | Enable the matching template, or set its main hazard in the template editor. |
| “Not on this type: …” in What did not take effect | The chosen type has no such supplementary question. | Choose another type, or add the question to the template. |
Settings (administrator)
Section titled “Settings (administrator)”| What you see | Why | What to do |
|---|---|---|
| A “Deviation from the standard — a reason is needed” window when saving | The setting is looser than the OPEREX recommendation; the save only continues with a reason. | Write why you deviate (at least 10 characters), then Save with the reason. Without a reason it only saves with the Loosen settings without a reason right — the loosening is still recorded. |
| “Enabling needs a reason (at least 10 characters).” | Enabling One-person issue always asks for a reason. | Type the reason in the switch’s row. |
| “The permit cannot go live yet: its validity starts later …” | Acceptance and on-site handover are both switched off, so issuing also starts the work — only possible once the validity has started. | Wait for the validity to start or — if you want to issue in advance — switch acceptance or on-site handover back on. |
| “This template cannot be switched off without a replacement: the risk assessment template may prescribe this type (…) …” | After switching it off, no active template would be left for a type the risk assessment may prescribe. | First switch on a replacement template for the same type. |
Paper and evidence
Section titled “Paper and evidence”| What you see | Why | What to do |
|---|---|---|
| No PDF button | The permit is still a draft. | The PDF belongs to a submitted permit. |
| No QR code on the paper | The permit has no signature yet, or the assessment is not approved — or Verification QR code on the PDF is switched off in the policy’s Printing group. | Print after submitting / approving; switch it back on if you need the QR. |
Scanning the QR, the phone only shows text (operex:ptw:…) and opens no page |
Permits printed before 2026-09-28 carry a text QR, not a link (an assessment’s QR still does). | Paste the text on the Paper check page — or print a fresh paper, whose QR opens the live status without logging in. |
| DO NOT WORK on the page the QR opened | The permit is not valid right now (the page says why below: suspended, expired, closed…), or its trail cannot be verified. | Do not start work — contact the issuer. |
| “This code is not known at this organisation. Do not start work — contact the issuer.” | The QR is not a permit of this organisation (another address, a damaged or a non-OPEREX code). | Do not start work — contact the issuer. |
| Not found / No match / Chain not intact in the paper check | Another site, another system, or a discrepancy in the chain. | Paper check and evidence. |
Worth knowing
Section titled “Worth knowing”- The interface does not go silent: a step that cannot be chosen shows as disabled, with its reason; instead of a mute, empty button the page tells you why not.
- If the tables do not help, send your administrator the exact message and the permit’s number — you can also let us know with the feedback button at the bottom of the page.
Related
Section titled “Related”Module overviewA permit's route and the rights.
Rolling out the risk assessmentThe right order for switching on step 0.
Policy gatesWhat blocks and what warns — per site.
Two-factor sign-inIf issuing needs a two-factor code.