Problem 1: Admin Login
Description:
CRA admin user is receiving a 500 error when attempting to log into the admin module.
Solution:
1. Clear Cache and Cookies: Advise the admin clear their browser's cache and cookies.
2. Close and Reopen: Instruct the admin to close their current web browser and open a new browser window before attempting to log in again.
Description:
CRA admin user unable to log in without resetting their password, but they do not remember the most recent password.
Solution:
Update Password:
1. Log in to the admin account, navigate to the top right corner and click on your username, select "Administrators" from the dropdown menu.
2. Locate the locked-out user in the list of administrators, click the option labeled 'Edit Profile Information.'
3. Change the password to a new one, and 'update' to save changes.
4. Communicate the new password securely to the user, which they can use to reset their password upon their next login attempt.
Problem 2: Researchers
Description:
Note on a search stating, "The system encountered an error trying to assign a researcher to the search."
Solution:
Check Researcher Network: Make sure there is an active researcher in the Network and the jurisdiction (if applicable) is enabled.
Description:
Search intended for a hubX researcher shows "HubX Retry" where the GUID should be, and the researcher is not receiving the order.
Solution:
Check Attached Documents: Review the report and search level to see if there are any documents set to "Show Researcher." If so, the file may be too large to send to the hubX researcher. Try editing the document to change "Show Researcher" to No and then resubmit the search.
Check for Special Characters: Review the entire report and search level to ensure there are no special characters, including in the Client Reference Code.
Description:
Instant criminal search returning one or both of the following errors:
"Attribute [criminalinformation] not found"
"tempresult.xml.ieiresponse.criminalinformation.records.XmlAttributes.count doesn't exist."
Solution:
Update Name on Report: This error often indicates a common name and too many results being returned. Update the applicant's name on the report by using the Change Report Info link to add the middle initial/middle name, and reorder the search.
Problem 3: Email Delivery
Description:
HR client users not receiving Completed Report emails or other important email notifications (e.g., status updates or reminders).
Solution:
1. Verify Email Delivery: After ensuring no items on the report remain in progress, review the Activity tab at the report level. This is where you can find evidence of any errors or bounces, or confirm the email was successfully delivered. Additionally, check whether the email logs indicate any delivery issues or suppression list blocks.
2. Search the Inbox: If the Activity tab shows the email was successfully delivered, advise the user to:
Check their Spam, Junk, and Promotions folders
Search their inbox using relevant keywords (like the applicant's name or 'Completed Report')
Look in any custom folders that may have email filters enabled.
3. Involve IT Department: Instruct the client to contact their internal IT department to:
Request the appropriate domain be whitelisted
Whitelist the following IP addresses: 104.130.123.22, 166.78.70.182
Check for any email routing issues that might be affecting delivery.
Problem 4: Population Settings
Description:
Why didn't (insert search name here, i.e., County Criminal, Statewide Criminal, Federal Criminal, AKAs/aliases, etc) auto-populate on this order?
Solution:
Check Population Settings: Check package-level population settings first, then client-level, then client type-level. Package-level settings will override client-level, which override client type-level settings. If the client type and client population settings are correct, the incorrect setting is likely at the package level.
Problem 5: SwiftHire
Description:
Applicant receives the following error during SwiftHire session: "There seems to be an error with validating your data."
Solution:
1. Confirm SwiftHire is Enabled: Make sure SwiftHire is enabled either at the Client Type or Client level.
2. Check User SwiftHire Settings: Log in as the user who generated the SwiftHire request to ensure all fields are filled out, most notably the Reply To and Subject fields. Without data in these fields, the system cannot generate a SwiftHire invite.
3. Package Settings: Ensure the package is active.
Description:
Applicant receives the following error during SwiftHire session: "There has been an error submitting this application on the server."
Solution:
1. Check Ordering Options: Check the client's Ordering Options to see if "Enforce a required number of verifications in SwiftHire" is turned on. If so, make sure the Verification Minimum Requirement search type is enabled for that Client Type.
2. Check SwiftHire Settings: Review the client's SwiftHire settings (either at the Client or Client Type level) to see if a "Minimum number of years of employment history" is enabled. If so, make sure the Employment Gap search type is enabled for that Client Type.
Description:
SwiftHire requests in the status of New instead of Waiting, and unable to send SwiftHire Reminders.
Solution:
Check User-Level SH Settings: Log in as the user who generated the SwiftHire request to make sure there are no invalid characters in the Reply To field.
Description:
Applicant receives the following error during SwiftHire session: "Invalid city and state combination."
Solution:
1. Check Spelling: Confirm there are no misspellings in the City, State, or Zip.
2. Confirm Zip Code: A quick search online should tell you if the zip code corresponds to the city provided.
3. City Name Variations: If the name of the city has the word "Saint" in it, advise the applicant to try "St." or "St" instead. The database may not recognize "Saint" in some city names.
Description:
During an applicant's SwiftHire session, the 'Continue' button is greyed out and they are unable to continue to the next page.
Solution:
Required Fields: This indicates one or more of the required fields on the current page are incomplete. Ask the applicant to review any fields with an asterisk and make sure they are filled in correctly.
These troubleshooting steps should address common issues. If a problem persists, please submit a Support ticket with a description of the issue, example(s), and any troubleshooting completed thus far. Remember to always keep your browsers up-to-date for the best user experience.