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FAQ & Troubleshooting

This page answers the questions that come up most often when using Boxcurve Unity, and gives practical first steps when something does not behave as expected. Most of the situations below are expected behaviour, usually a matter of access, membership, or a configuration setting, rather than a fault. Where a topic is covered in more depth in another document, this page points you to it instead of repeating it.

When to ask for help

If a step here does not resolve your issue, contact your organisation's Boxcurve Unity administrator first. Administrators who need to escalate to Boxcurve should follow the process in the Incident Handling & Escalation document. Specific response times and support hours are set out in your support agreement and are not defined within the product.

Access and sign-in​

I see a message telling me I am not in the stakeholder list​

Boxcurve Unity only opens for people who have been added to its stakeholder list. If you are not yet on that list, the application shows a notice instead of the main screens. This is expected behaviour, not an error.

What to do:

  • Ask your Boxcurve Unity administrator (or a project owner) to add you as a stakeholder. Once you have been added, sign in again.
  • If you believe you were already added, your administrator can confirm your entry in the stakeholder register.

I am told that only System Administrators can perform the initial installation​

The first-time set-up of Boxcurve Unity is deliberately restricted to people who hold the System Administrator role in your environment. If you try to run the initial installation without that role, the application displays the message:

Only System Administrators are authorized to perform the initial installation of the app.

To make this easy to resolve, the same screen lists the System Administrators in your current environment, each with a link to start a Teams chat or send an email. Contact one of the listed people and ask them to complete the installation, or to grant you the access you need.

Once the one-time installation has been completed, day-to-day use of the application does not require the System Administrator role.

I cannot see a project or a task that I expect to see​

What you can see in Boxcurve Unity is determined by your role together with your stakeholder and department membership. If a project or task is missing:

  • Confirm with your administrator that you have been assigned to the relevant project and, where applicable, the relevant department.
  • Check that your application role gives you access to that area. Roles and what each can do are described in the Capabilities & Data Access and Administrator Guide documents.

If you were only recently added, sign out and sign in again so the application picks up your current membership.

Sign-in itself is not working​

Signing in to Boxcurve Unity uses your organisation's Microsoft 365 identity. Problems with sign-in, multi-factor prompts, or account access are handled by Microsoft Entra ID rather than by Boxcurve Unity. See Microsoft's documentation: https://learn.microsoft.com/entra/identity/. If the problem persists, contact your internal IT help desk.

Notifications​

Assignment notifications are not arriving​

When a task is assigned to a person, Boxcurve Unity can notify them by email and/or by a Microsoft Teams message. Whether each channel is used is controlled by the notification settings that apply to the assignment. If notifications are not arriving:

  • Ask your administrator to confirm that email notifications and/or Teams notifications are switched on for the relevant project.
  • Check that the recipient's email address held in their stakeholder record is correct.
  • For Teams notifications, the recipient needs to be able to receive a message from the Teams flow bot. External recipients may not receive a Teams message; in that case email is the reliable channel.

Email notifications are sent through Outlook (Microsoft 365) and Teams notifications through Microsoft Teams. How those services deliver and present messages is part of Microsoft 365, not Boxcurve Unity.

Behaviour and reliability​

Will Boxcurve Unity stop working if Boxcurve's licensing service cannot be reached?​

No. Boxcurve Unity performs a licensing check when it starts, but that check is designed to fail open: if the licensing service cannot be reached, the application continues to load and you can carry on working. A temporary problem reaching the licensing service does not lock you out of the application.

Where are errors recorded?​

Boxcurve Unity keeps an internal error log. When the application encounters an error, a diagnostic record is written to this log so that it can be reviewed later. The error log is intended for Boxcurve's internal administrators and is used to support investigations. Several of the application's automated processes also record their own failures, so that a problem in a background process can be traced.

If you hit a repeatable error, note what you were doing and roughly when it happened, and report it to your administrator. That timing helps match your report to the recorded diagnostic information. What is captured to support an investigation, and how to escalate, is described in the Incident Handling & Escalation document.

Data, AI, support and updates​

Does my data leave our tenant?​

Boxcurve Unity stores its data in Microsoft Dataverse within your own Microsoft 365 tenant. There are a small number of named exceptions where the application communicates outside the tenant:

  • the licensing check, which contacts Boxcurve's licensing service; and
  • the optional, customer-configured integrations with monday.com, Boxcurve's task pack repository and Azure DevOps, which only operate if your organisation chooses to set them up.

The full detail of what is sent, when, and to where is in the Data Residency & Tenant Isolation document. Review it before drawing conclusions about any specific data flow.

Does Boxcurve Unity use AI?​

The application itself does not run any AI to process your data. Boxcurve Unity does include an AI-agent governance register, a place where your organisation can record governance information about its own or third-party AI agents (for example, the model in use, the audit owner, logging and retention details). Recording that information does not cause the application to run any AI of its own.

How do we get support?​

Support for Boxcurve Unity is provided through an email-based support model. Use the contact details and follow the routing set out in your support agreement. For anything you would treat as an incident, follow the steps in the Incident Handling & Escalation document. Specific response times and support hours are defined in your agreement, not within the product.

How are updates delivered?​

Updates to Boxcurve Unity are delivered as managed-solution releases that your organisation applies on its own schedule, they are not pushed automatically into your environment. The application can show an update notice when a newer or critical version is available, but applying the update remains under your control. The process, and how to plan for it, is described in the Updates & Change Management document.