Troubleshooting
Common Problems
The most frequent issues and their fastest fixes, from the organizer's side.
Start here when something is not working. Each row is a symptom you can
actually see, what causes it, and the fastest fix.
| Problem | Cause | Fix |
|---|
| Invalid email or password. at sign-in | A typo, or a new account without a password set yet. | Re-check the email and password. If new, use the sign-up link from the invitation email. |
| Check your email. but nothing arrived | The one-time login link is the final step of sign-in. | Wait a minute; check spam. If not there, sign in again; a fresh link is issued each time. |
| The Organizer nav is missing or empty after sign-in | No event is assigned to you, or you signed in as the wrong person. | Sign in as the account that runs the event; otherwise ask your account administrator to assign you. |
| "Access denied" / role required on a page | That specific action is reserved for a higher level. | Expected for that one action. Ask your account administrator to perform it (see Getting help). |
| Problem | Cause | Fix |
|---|
| Competition name is required. | The name field is empty. | Enter a name and click Create Competition again. |
| Participant number already in use. | Two people got the same number in this event-year. | Change one of the numbers. |
| CSV is empty. / CSV must include header... | The file is malformed. | Fix the header (at minimum firstName,lastName) and re-import. |
| A participant is on the event but not in a competition's grid | The assignment has not been imported into the competition. | Click Import Assigned Participants in the competition. |
| First name and last name are required. (AI import) | A row in the parsed table has no name. | Fix the row in the preview and confirm again. |
| Problem | Cause | Fix |
|---|
| Token rejected: … | Wrong token, or a fresh token has been issued. | Re-read the QR, or type the token from the PDF. If still rejected, request a fresh token. |
| Too many failed attempts. + countdown | Several wrong tokens in a row. | Wait out the countdown and retry with the correct token. |
| Session expired. (back to the token page) | The session timed out. | Re-enter the token; the draft restores. |
| Each judge may only record up to N yes vote(s). | A vote beyond the set cap. | Remove the extra vote; the form re-validates. |
| Enter at least one placement before calculating/publishing. (final) | The final has no submissions yet. | Get the judges to submit, then run the ranking. |
| A judge cannot find the scoring page | The scoresheet PDF has not been generated, or is stale. | Regenerate the Scoresheets PDF on the competition. |
| Problem | Cause | Fix |
|---|
| The public page says results have not been published | You have not published (or you revoked). | Click the relevant Publish control in Publication Controls. |
| The public page shows an old ranking | A newer calculation was not published. | Re-run the ranking, then publish again. |
| The scoresheet is missing from the public page | The scoresheet is a separate publication from the ranking. | Publish the scoresheet (named or anonymized) too. |
| No one ranks 1st in the final (two share the top) | A genuine tie after all tie-breaks. | The two share a rank. That is a valid result, not an error. |
| Problem | What to do |
|---|
| A judge submitted a wrong vote | A fresh token is issued for the judge; they re-submit; the ranking is re-run and re-published. See Data corrections. |
| A participant's name is wrong | Edit the name in Participant Management; re-import into the affected competitions so the grids sync. |
| A couple is registered as two singles (or vice versa) | Use the partner link / pair role on the event page; re-import into the competitions. |
| I want to start a competition over | Delete the competition (it asks Delete competition permanently?) and recreate it. Scores are removed with it. |
- Refresh the page and try once more; most transient failures are network
hiccups.
- Note the exact message (a screenshot helps) and ask your account
administrator.
- See Getting help for what to
include in a request.