Frequently Asked Questions (FAQ)¶

1. I'm seeing a "404 error" or an error that won't go away even though the feature should be working. What should I do?¶

This can happen when your browser has cached an outdated response. The solution is to perform a "hard refresh" to clear your browser's cache for that page.

Recommended: Chrome Browser — Shift+Click the Refresh Button

The easiest method in Google Chrome:

Hold Shift
Click the Refresh button (circular arrow icon) in your toolbar
Wait for the page to reload

This is the most reliable and user-friendly approach for most users.

Alternative Hard Refresh Methods (All Browsers)

If the Shift+Click method doesn't work, or you use a different browser, try one of these keyboard shortcuts:

Windows & Linux

Ctrl + Shift + R (recommended)
Ctrl + F5 (alternative)

Mac

Cmd + Shift + R (recommended)
Cmd + Option + R (alternative)

Still Having Issues?

If a hard refresh doesn't resolve the error:

Clear your entire browser cache:
Open your browser's DevTools (F12 or right-click → Inspect)
Go to the Application (or Storage) tab
Click Clear Storage or Clear Site Data
Reload the page
Try an incognito/private window:
Open a new private/incognito window
Navigate to the same page
If it works here, the issue was definitely your browser cache
Contact support:
If the error persists across browsers and devices, please reach out to the support team with details about what you were trying to do

This is by design! The system remembers where you were last working in each section. When you click on a Sidebar tab (like Accounts, Assessments, Dashboard, etc.), it takes you back to the specific page and filters you were viewing the last time you were in that section. This helps you quickly resume your work without having to navigate back to where you were.

Here's how to navigate effectively:

To go to the root/parent location of a section (e.g., the main Accounts list, Assessments list, etc.):
Option 1: Click the Sidebar tab twice (once to activate, then again to go to the root)
Option 2: Use the Breadcrumbs at the top of the page to navigate to the parent location
About the "Back" button: The browser-style "Back" button (← arrow) goes to your previous page in your browsing history, not to the parent section. This is standard browser behavior. Use Breadcrumbs if you want to go to the parent location instead.

Note: The system uses browser session storage to remember your navigation state, so this preference resets when you close your browser window.

3. How do I create a new Account?¶

For detailed instructions on creating an Account, please see the Create Account guide in the Accounts section.

4. How do I create a new Assessment?¶

See the Create Assessment guide for step-by-step instructions on creating an assessment for your respondents.

5. How do I send an Assessment to respondents?¶

Visit the Send to Respondents guide in Getting Started to learn how to distribute assessments.

6. How do I view and analyze Assessment results?¶

The Analyze Results guide walks you through viewing respondent scores and data.

7. How do I create a Web Report?¶

For instructions on creating an interactive web report from assessment data, see Create a Web Report.

8. How do I download assessment data as CSV?¶

See the Download CSV guide for instructions on exporting your assessment data.

9. How do I use the Pivot Table for data analysis?¶

The Pivot Table guide explains how to create custom pivot tables to analyze your assessment data.

10. How do I edit my Account details?¶

Visit the Edit Account page to learn how to update your account information.

11. How do I design a custom Assessment Definition?¶

The Design an Assessment guide in Getting Started covers creating your custom assessment structure.

12. How do I set up Email Templates?¶

See the Email Templates guide under Settings to customize your outgoing emails.

13. How do I customize Branding?¶

Visit Branding Settings to learn how to customize your organization's logo, colors, and branding.

14. How do I manage User Permissions?¶

The Permissions guide under Settings explains how to control user roles and access levels.

15. How do I create an Assessment Definition in the Library?¶

See Create Assessment in the Library section for instructions on building reusable assessment templates.