Troubleshoot common problems
Check access, submission, scoring, reports, and email delivery before escalating.
An assessment link is unavailable
Confirm that you used the link supplied by the organiser. Ask them to check that the wave is open (on the wave card, Open wave opens it and Close wave closes it), that today is within the wave's dates, and that it belongs to the right organisation. A 360 rating uses a personal invitation rather than a public wave link. A suspended training-partner account can also prevent access.
A 360 link has expired or was already used
Use Request new link on the campaign's sign-in page. Enter the invitation email address and use the latest message. Personal links are single-use; do not forward one or try to share another person's session.
If no email arrives, check junk mail and ask the organiser to verify the address, campaign, and active account status.
I cannot continue or submit
Review required questions, including every required matrix row. Confirm a ranking order even if you keep the starting order. Keep the tab open while resolving a connection problem, then retry. Wait for the submission confirmation before leaving.
If the page reports that your email was already used, ask the organiser to check the existing submission. Do not switch identities to submit again.
My answers disappeared
Datatrap saves assessment answers in the browser on the device you used. Closing the tab or the browser keeps them: open the same link in the same browser to continue. The answers are lost if you cleared your browser data, answered in a private window and closed it, or opened a different assessment link in that browser since. They don't move to another device or browser. If you already saw the submission confirmation, contact the organiser before answering again. See Take an assessment.
Results or a PDF are missing
For ordinary assessments, check the blueprint, question mappings, and available scores. Participant PDFs also need PDF report for participants turned on in the assessment's Overview and the wave delivery options. Completion feedback is configured separately.
For a 360, check the subject's completion status, applicable rater minimums, anonymity threshold, and scoring status. Closing the campaign does not guarantee a visible result for every subject. See 360 results.
A control is missing or disabled
Check your role and assessment scope. Locked assessments block content edits. Pulse surveys require the platform feature to be enabled and the 360 campaign to be closed. A scheduled or open pulse blocks changes to underlying campaign data.
A comparison is empty or refused
The assessment comparison needs at least two selected assessments with wave data. Matched cohort impact needs suitable pre-training and post-training dimension scores for the same people. Anonymous rounds cannot reliably provide this matching. See Analyse results.
An export is refused or looks different from expected
Check the organisation's training-partner data-access setting. For a 360 export, remove date or participant filters and expect anonymisation. The Console's score and archetype checkboxes do not independently control the export columns. See Export response data.
An email or AI task does not finish
Check the recipient, junk mail, and whether the relevant invitation or reminder action occurred. Background tasks can take time. An administrator can check delivery failures, worker processing, or AI service configuration. Repeatedly starting the same task can create extra work without resolving the cause.
Get further help
Contact your organiser, training partner, or Datatrap administrator through the established support channel. Include the assessment or campaign, action, exact error, and approximate time. Do not send credentials or personal sign-in links.