> For the complete documentation index, see [llms.txt](https://docs.talentmap.com/knowledge-base/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.talentmap.com/knowledge-base/general/troubleshooting-where-to-look-first.md). # Troubleshooting: Where to Look First Start with the symptom you are seeing. Each row tells you the most likely cause, the article with the fix, and when to stop and contact TalentMap instead. {% hint style="info" %} **When to contact TalentMap.** Email or use the chat icon in Compass. Include the survey name, the page you were on, what you clicked, what you expected, and a screenshot. If the problem affects many participants at once, contact your Project Manager directly. {% endhint %} *** ## Survey links and access | Symptom | Likely cause | Where to look | | ---------------------------------------------- | ----------------------------------------------- | --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | A participant's link does not work | Link copied incorrectly or survey closed | [My survey link is not working, what do I do?](/knowledge-base/step-4-deploy-employee-survey/survey-live-faq/my-survey-link-is-not-working-what-do-i-do.md) | | Many participants report the same link problem | Organization-wide email or firewall issue | Contact your Project Manager. See [Email Whitelisting](/knowledge-base/step-3-pre-survey-communication-and-setup/email-whitelisting.md) | | Invitation emails bounced | Invalid or changed email addresses | [We had bouncebacks, can you send the survey to them immediately?](/knowledge-base/step-4-deploy-employee-survey/survey-live-faq/we-had-bouncebacks-can-you-send-the-survey-to-them-immediately.md) | | Participant wants to change a submitted answer | Submitted responses are locked | [How to Allow a Participant to Retake a Survey](/knowledge-base/survey-design-and-deployment/import-participants/how-to-allow-a-participant-to-retake-a-survey.md) | | Participant lost progress | Different device or browser, or cookies cleared | [Can I save my responses and complete the survey later?](/knowledge-base/step-4-deploy-employee-survey/survey-live-faq/can-i-save-my-responses-and-complete-the-survey-later.md) | | Participant without email cannot get in | PIN access not set up | [PIN Authentication for Survey Access](/knowledge-base/survey-design-and-deployment/import-participants/pin-authentication-for-survey-access.md) | *** ## Participant file and imports | Symptom | Likely cause | Where to look | | -------------------------------------------------- | -------------------------------------------------------------------- | ----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | Import log shows invalid entries | Formatting or duplicate rows in the file | [Why am I getting invalid entries in my import log?](/knowledge-base/step-3-pre-survey-communication-and-setup/pre-survey-faq/why-am-i-getting-invalid-entries-in-my-import-log.md) | | Need to add or fix participants mid-survey | Using the full-replace option instead of add or update | [Adding New or Updating Participants](/knowledge-base/survey-design-and-deployment/import-participants/adding-new-or-updating-participants.md) | | HR integration synced but no participants appeared | Missing email column, unmapped fields, or unconnected workflow nodes | [Integrations: Connecting Your HR Data Source](/knowledge-base/step-5-analyze-interpret-and-report/compass-admin/integrations-connecting-your-hr-data-source.md) | *** ## Reports and data | Symptom | Likely cause | Where to look | | --------------------------------------------- | -------------------------------------------------------- | ----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | Snapshot is blocked after applying a filter | Filter-similarity protection | [How does report filter confidentiality work?](/knowledge-base/step-5-analyze-interpret-and-report/compass-reports/reporting-faq/how-does-report-filter-confidentiality-work.md) | | A group is missing or a heatmap cell is empty | Fewer than 5 responses, or previous period not mapped | [Heatmap Previous Period](/knowledge-base/step-5-analyze-interpret-and-report/compass-reports/heatmap/heatmap-previous-period.md) | | Percentages add to 99 or 101 | Display rounding | [How Compass scores are calculated and rounded](/knowledge-base/step-5-analyze-interpret-and-report/compass-reports/reporting-faq/how-compass-scores-are-calculated-and-rounded.md) | | No results appear after the survey closed | Results not yet enabled for reporting | [Enable Results for Reporting](/knowledge-base/step-5-analyze-interpret-and-report/compass-admin/results/general/enable-results-for-reporting.md) | | A manager can see a field they should not | User is not marked restricted, or Restrict Access is OFF | [Hide Demographics from Restricted Users](/knowledge-base/step-5-analyze-interpret-and-report/compass-admin/results/general/hide-demographics-from-restricted-users.md) | | Comments page does not appear for a user | Neither comment permission is checked | [Comment Permissions Access](/knowledge-base/step-5-analyze-interpret-and-report/compass-admin/users/comment-permissions-access.md) | | Correlations will not run | Fewer than 30 responses | [Correlations](/knowledge-base/step-5-analyze-interpret-and-report/compass-reports/correlations.md) | | Individual report not available for download | Feature not enabled, or participant has not completed | [Individual Reports](/knowledge-base/step-5-analyze-interpret-and-report/compass-reports/general/individual-reports.md) | *** ## Survey design | Symptom | Likely cause | Where to look | | -------------------------------------------------- | ------------------------------------------------------------------------------------------ | ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | Cannot delete a question | Question is referenced in logic, or the survey is active | [Survey Designer - Complete Guide](/knowledge-base/survey-design-and-deployment/creating-surveys-quick-start/survey-designer-complete-guide.md) | | Question does not show in preview | Hidden page or display logic | [Survey Logic and Display Conditions - Complete Guide](/knowledge-base/survey-design-and-deployment/survey-logic-and-display-conditions-quick-start/survey-logic-and-display-conditions-complete-guide.md) | | Ranked Choice type not available | Survey Creator permission missing | [Ranked Choice Questions](/knowledge-base/survey-design-and-deployment/creating-surveys-quick-start/ranked-choice-questions.md) | | Theme colour or font not applied | Changes not saved | [Customizing Survey Themes](/knowledge-base/survey-design-and-deployment/creating-surveys-quick-start/customizing-survey-themes.md) | | Translated text missing for a new question | Translation not yet added for new content | [Editing Translations on the Design Survey Page](/knowledge-base/survey-design-and-deployment/creating-surveys-quick-start/adding-translations-to-a-survey/editing-translations-on-the-design-survey-page.md) | | Directory survey stopped sending new invitations | A field the survey's filter uses was renamed or deleted | [Surveys Using a Participant List - Complete Guide](/knowledge-base/survey-design-and-deployment/participant-directory-overview/use-a-participant-list-in-a-survey-quick-start/surveys-using-a-participant-list-complete-guide.md) | | More people deactivated by an import than expected | The file was missing people who are still active | [Importing Participants - Complete Guide](/knowledge-base/survey-design-and-deployment/participant-directory-overview/set-up-a-participant-list-quick-start/importing-participants-complete-guide.md) | | Restricted User cannot see a group's results | No group assignment in the list's structure, or the survey is hidden from Restricted Users | [Reporting Structure and Access - Complete Guide](/knowledge-base/survey-design-and-deployment/participant-directory-overview/give-restricted-users-access-quick-start/reporting-structure-and-access-complete-guide.md) | *** ## Related Articles * [Start Here: Find Your Path](/knowledge-base/start-here-find-your-path.md) * [Known Limitations in Compass](/knowledge-base/general/known-limitations-in-compass.md) * [How do I escalate an issue?](/knowledge-base/general/faq/how-do-i-escalate-an-issue.md) --- # Agent Instructions This documentation is published with GitBook. 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