Troubleshooting
Something not working? Find it by what you see.
Find your problem by what you see. If yours is not here, tell us what you were doing and what the page said.
Short answers to common questions are in the Frequently asked questions.
Signing in #
| You see or notice | Why | What to do |
|---|---|---|
| The sign-in link email does not arrive | In junk; wrong address; email not set up; address not recorded | See Signing in and out. |
| "That sign-in link has been used or has expired. Ask for a new one." | It works once and lasts 15 minutes. Some email programs open links to check them, which uses them up if they are opened twice. | Ask for a new link, open it once from the email and press the button on the page. |
| "That email address and password did not match." | Wrong password or address. The message does not say which, on purpose. | Check for capital letters and spaces. Or use the emailed link instead. |
| "Too many attempts. Wait a few minutes and try again." | Repeated wrong passwords or link requests are slowed down. | Wait 15 minutes. Use a link if you have forgotten your password. |
| You were signed out and sent to the sign-in page | Two hours without activity, 12 hours since signing in, or your account was switched off. | Sign in again. If it keeps happening straight away, ask your administrator whether your account is active. |
| "That page has expired. Go back, reload it and try again." | A form was open too long, or you signed out in another tab. | Go back, reload the page and repeat what you did. |
"You do not have access" or "We could not find that page" #
| You see | Why | What to do |
|---|---|---|
| "You do not have access to this page." | Your role does not allow it. For example staff cannot open Compliance. | See Roles and permissions. Ask an administrator if you need a different role. |
| "We could not find that page." on a policy | It is a draft or archived, or never existed, or you are following an old link to something replaced. | Open it from the library. Ask a manager if it should be published. |
| "We could not find that page." on a form or picture | The policy has a newer version and the file you linked to was replaced; or the policy is not published. | Open the policy and use the link there. |
| "That part is no longer in the policy" | A permanent link to a part that was deleted in the version now in force. | Open the policy and look for where it moved to. |
Reading and confirming #
| You see or notice | Why | What to do |
|---|---|---|
| A policy I expected is not on my home page | It is not published, or it does not apply to you (team, job title or name), or your job title or team has not been updated. | Browse Policies. Tell your manager if it should apply to you. |
| A policy I already read says "To read" again | A new version that everyone must read again was published. | Open it. New and changed parts are marked. Confirm again. |
| "This policy has just been updated. Please read the new version." | A new version was published while you were reading the old one. | Reload the page and read the new version. |
| I cannot pass the questions | You need at least the pass mark, and the message says which questions to look again at. | Re-read the parts the explanation points to, then try again. You can try as often as you like. |
| "Tick the box to confirm you have read and understood it." | You pressed Confirm without ticking. | Tick the box first. |
| "That is a lot of attempts. Wait a few minutes." | More than 30 confirmations or question attempts in five minutes. | Wait a few minutes. |
| The link icon did nothing | Some browsers block copying. | A box opens with the link; copy it from there. |
Writing and publishing #
| You see or notice | Why | What to do |
|---|---|---|
| The Publish button is greyed out | Something is missing. The box above it says what. | See Publishing a policy for what each message means. |
| I see a plain box of code instead of the formatting toolbar | JavaScript is off or blocked. | Switch JavaScript on for this site, or use another browser. |
| There is no Edit button, or "Start a new version" is all I can see | The policy is published. Published versions cannot be edited. | Press Start a new version. See Changing a policy that is already published. |
| A part, appendix or question page gives "We could not find that page" | There is no draft open to change. | Start a new version first. |
| "Policies go down to four levels…" | You tried to add below an item. | Put the text in the item, or add the new part at the level above. |
| "That would take it below the fourth level." | Moving a part inward would push its subparts too deep. | Move its subparts out first, or leave it where it is. |
| "There is nothing above it to put it inside." | It is the first part at its level. | Use move down on the part above it first, or add a new parent. |
| "Another policy already uses the reference …" | References must be unique in your organisation. | Choose another, or leave it empty. |
| My text disappeared | You left the page without pressing Save. | Nothing is saved until you press Save. Re-enter it, and save more often. |
| "The picture could not be added" / "Use a JPEG, PNG, GIF or WebP picture." | Wrong type, too big, not a real picture, or too many in an hour. | See Pictures and links. |
| "That file is not really a … file." / "That type of file cannot be attached." | See File types you can attach. | Save the file properly from its program in an accepted format. |
| "Question 2 needs exactly one right answer" | Mark exactly one answer with * at the end. | See Adding questions to check understanding. |
Following up #
| You see or notice | Why | What to do |
|---|---|---|
| Someone is missing from a policy's list | They do not match the audience, have left, or their account is switched off. | Check How "who has to read it" is decided and the audience panel. Check their record on the Staff page. |
| The percentage fell though nobody un-read anything | A new person joined, the audience was widened, or a new major version was published. | See the examples in How "who has to read it" is decided. |
| "… reminders could not be sent" | Email is not set up, or an address was refused. | See What email Policy Core sends. |
| "… skipped because they were reminded in the last 7 days" | By design, so people are not pestered. | Wait, or speak to them. |
| "Nothing was recorded. Tick the people who have read it." | No one was ticked, or those ticked are not required to read it. | Tick people in the list first. |
| "Choose the date they read it (not in the future, and within the last year)." | The date is outside the allowed range. | Choose a date in the last year. |
People and Care Core #
| You see or notice | Why | What to do |
|---|---|---|
| Someone in Care Core is not in Policy Core | They have no email address, their email is used in another organisation, or they do not yet have a current job. | Press Sync now and read the problems listed. See Connecting Care Core. |
| Teams are not offered | The key lacks teams.read. | Add the permission in Care Core and press Sync now. |
| Changes take a long time to arrive | Live updates are off (no webhook). | Check the key has webhooks.manage. Until fixed, press Sync now or wait for the nightly check. |
| "There must always be at least one administrator." | You tried to demote or switch off the last one. | Make someone else an administrator first. |
| "That email address already has an account." | An address can have only one account in the whole system. | Use a different address, or find the existing account. |
Is something wrong, unclear or missing on this page? Tell us what is wrong or missing on this page. We read every message and fix what we get wrong.