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Troubleshooting: page shows nothing — an order or import stuck in an enqueued state

Several dashboard surfaces — Inbox → Tickets, Voice → Callbacks, Voice → Intelligence, Numbers → Connectivity — can show an empty list or a status stuck on pending, ordered, or enqueued. A page that shows nothing usually has one of four causes: your filters matched no rows, the item was enqueued but no worker picked it up, a backfill or delta sync has not run yet, or the delivery failed downstream. Work through the checks below in order; each check either solves the page or rules a cause out. This page is the route-map between those causes. Per-surface remedies are covered by their own troubleshooting pages — Inbox → Tickets status transitions are on Conversation merge, and Voice → Callbacks scheduling (when the callback confirms but never fires the call) is on Callbacks scheduling.

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1. What “enqueued” actually counts as

A record is truly enqueued when it holds a requested-type status — requested on a bulk number-fulfillment job, pending on a callback in queue, ordered on a connectivity SIM — and nothing advances it. In the event log that means a record with the request recorded (or no event at all), no claim, and no progress heartbeat. A healthy queue keeps that window short: a pending callback becomes dialing within seconds, an ordered SIM activates when its scan or eSIM install completes, a requested fulfillment job moves to per-line delivered/failed status. “Enqueued for a while” reads differently from “enqueued forever.” Minutes on a callback is a queue problem; seconds is normal routing-latency.

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2. Where empty or stuck surfaces show up — and the self-serve reset

Each surface has its own reset path. Pick the one matching what you see:
  • Inbox → Tickets shows nothing. The most common cause is a filter set narrowing the list to zero — status, assignee, date range, or a saved view. Clear the filters. If every filter is cleared and the list is still empty while filters say “All,” the problem moves to the checklist in section 4.
  • Numbers → Connectivity shows a SIM stuck on ordered. For eSIM SIMs, activation requires the device-side install to complete — the SIM stays ordered until the tenant-side finish confirms it. For physical SIMs stuck on ordered with install done, cancel the order and order again. Re-order is safe: only the newest request is live at a time for the same ICCID.
  • Voice → Callbacks shows a callback stuck on pending. Cancel the entry and create it again with the corrected schedule. If re-created callbacks return to pending and stay there, the queue itself is not moving — go through section 4.
  • Voice → Intelligence shows nothing. The intelligence data builds on a scheduled delta sync; first-time views can render empty until the first run completes. If the page stayed empty across full sync cycles, go through section 4.

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3. Queue stuck vs backfill gap vs downstream failure

The three easy-to-confuse causes separate on what the page reports:
  • Queue stuck: the record exists in a requested-type status (requested / pending / ordered) and nothing advances it. The import or delivery never started.
  • Backfill gap: the list is empty, and it starts with “Run a complete history scan” or a header that calls the sync as history. Backfill imports history — delta sync imports new rows; the two look identical from a page that shows neither.
  • Downstream failure: the record left the requested status and then failed — a callback that moved to dialing and never connected, an import that ran, or an order that completed behind a broken condition. A queue reset does not fix this; follow the error the activity reports.

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4. Order of checks

Run through this before support:
  1. Reset every filter. Status, assignee, date range, saved views — a filter set that matched zero rows shows an empty page indistinguishable from a broken one.
  2. Check the role gate. Some surfaces render scoped to what your role can read; a permission-scoped page looks empty because you cannot see, not because there is nothing. Ask an admin whether the page is gated for you.
  3. Check the time cursor. Surfaces backed by a scheduled delta sync only show data up to the last completed run; recent traffic newer than that appears missing until the tick runs.
  4. Page through deliberately. Pages return in batches (default size around 100). On a large dataset, “older than the first page” can read as empty.
  5. Check the status page. If the above found nothing, look at status.orbit.devotel.io before treating it as your account.

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5. Escalate when self-serve fails

When a stuck item survives a cancel-then-re-create and the checklist above rules out filters and the role gate, support can move it from the platform’s dead-letter and replay console — the last-resort recovery path for an entry no worker advancement picks up. Hand support the stuck record’s ID and the surface it stuck on.

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See also