Troubleshooting
Start with the symptom below, then contact your programme team if the checks do not resolve it.
| Problem | What to check |
|---|---|
| “You must be invited” | Confirm the account and portal. Applicants should return to their public application link. Staff and learners need the appropriate invitation. |
| Invitation or resume link is invalid | Use the newest email and ask the programme team for a replacement if it is expired. |
| Signed in, but learner activities are missing | Complete onboarding and ask staff to verify your learner account link and feature access. |
| A staff menu is missing | Ask an administrator to review your permissions. |
| A form is unavailable | Check publication, opening and closing dates, user type, cohort, and working-group restrictions. |
| Form submission fails | Read the validation banner and check required answers, word limits, and file requirements. |
| A journal draft lost recent writing | Journals require Save draft. Check the saved indicator before leaving next time. |
| A journal is readable but cannot be completed | The journal’s authoring cohort can differ from its reading audience. |
| An entry is missing from the feed | Check submission, visibility at both levels, and moderation status. |
| A public embed is empty | Check that both the journal and entry allow Public visibility and that the entry is submitted and unhidden. |
| An event roster cannot be changed | Ordinary event details and roster lock after the event starts. |
| Attendance is incorrect | Ask a facilitator to inspect the event record and reset the mistaken attendance if needed. |
| Chat cannot find expected information | Check your data access, the enabled sources, and whether the source content is available. |
| A Pamba sync failed | Staff should inspect the connection test and individual enrolment results, then retry the existing event’s sync. |
| An expected email is missing | Check the destination, spam folder, notification switch, and relevant invitation or campaign history. |
Send a useful support request
Include the page address, the task, the exact message, steps to reproduce, and approximate time. Never send passwords or personal invitation tokens. Use Report a Bug for a reproducible platform problem.
Staff: investigate an application problem
Authorised staff can open Application Diagnostics at the learners portal's /apply/diagnose address. Enter the applicant email or name and select Run Diagnostics. Read Summary, Issues Found, and Resolution Hints before inspecting the detailed record. This screen requires administrator or back-office access; it is not an applicant self-service page. Keep diagnostic details inside the support process.