This article applies to all users in the PI2 software.
Struggling with a particular software error, bug, or workflow issue? Here's a list of the most common known issues, plus recommended workarounds.
Tip: Don't see an issue reflected here? Feel free to start a support chat and let us know.
Table of contents
Jump to a specific error message below:
Admin errors
Platform errors
Hire errors
Hire workflow issues
Obi errors
Admin errors
"Email already exists"
Product: Admin
Error: "Email already exists"
Error location: "Edit employee details" page
Determination: Not a bug; intended functionality
How to solve: This error is thrown when a different employee records exists with the same email. To troubleshoot:
Search your employee directory for this email to see if a matching employee record pops up.
Search the Transferred People page for this email to see if a matching employee record pops up.
If you check both places but still cannot track down the record associated with this email, please reach out to PI Support.
"An error occurred while processing your request."
Product: Admin
Error: "An error occurred while processing your request."
Error location: "Update software access" page
Determination: Not a bug; intended functionality
What causes this error: This error is thrown for one of several potential reasons. However, if you see this error specifically when attempting to update a software user's access level, it's likely because there's a duplicate employee record with the same email address that previously had software access but was since archived.
How to solve:
Search your archived employees for the email in question. If there's an archived user that matches, un-archive them and attempt to update software access for that record.
Note: This workaround will likely require manually updating the duplicate record to reflect this employee's current details. You may also need to manually re-add their behavioral results via BSID.
(Recommended) We are working on the ability to merge duplicate employee records. Once that functionality is live, un-archive the duplicate record and then merge it with the current record. You should be able to then grant software access to the merged record without issue.
If neither recommended solution fits your current need, please reach out to PI Support for assistance.
Platform errors
"You are trying to access an account that you don't have proper permissions to view."
Product: All products
Error: "You are trying to access an account that you don't have proper permissions to view."
Error trigger: Clicking on a PI product from the navigation bar or dashboard panels
Determination: Not a bug; intended functionality
How to solve: This error is thrown when a user attempts to access a PI product that they don't currently have access to. To troubleshoot:
Ask an organization admin to check this user's product access levels. Ensure the user's access for the specific product is set to either "Limited" or "Admin" access. (If their access is set to "no access," they will continue to see this error.)
If an admin granted the user access to the product (or they already had access) and the user is still encountering this error, please reach out to PI Support.
Hire errors
"This Open Invitation cannot be found. Please contact whoever sent you the link."
Product: Hire
Error: "This Open Invitation cannot be found. Please contact whoever sent you the link."
Error location: PI Behavioral Assessment site
Determination: Not a bug; intended functionality
What causes this error: This error is thrown when a Hire user either:
Alters the "Unique link URL" setting within "Link settings" for a candidate assessment link.
Deletes the job associated with a candidate assessment link.
In either case, the link becomes terminated. If a candidate attempts to use it, they will instead see the above error.
How to solve: Either remove this job link from your existing job ad or replace it with the current candidate assessment link associated with the job in Hire.
Hire workflow issues
Candidate table issue
Product: Hire
Issue: I can't see all candidate names/data on the candidate tab in Hire.
Determination: Not a bug; intended functionality
How to solve: Make sure your browser is:
At 100% zoom (i.e., not zoomed too far in or out)
In full screen (when in windowed mode, tables in the PI2 software may become truncated)
Also make sure your operating system's display scale is at 100%. If it's too zoomed in/out, it may also affect what you can see in the software.
Obi errors
"Website can't be reached. It may be unavailable or includes bot protection"
Product: Obi
Error: "Website can't be reached. It may be unavailable or includes bot protection"
Error location: "Organization settings" tab within Obi
Determination: Not a bug; intended functionality
What causes this error: When adding a company webpage to Obi as organization context, this error may get thrown. If you do see this error, there are 2 possible reasons why:
The webpage is currently down or its content is gated, preventing Obi from getting the context it needs.
The webpage includes bot protection, preventing Obi from accessing the page altogether.
How to solve: Verify that the webpage in question is live, working properly, and has visible content that isn't gated.
If the webpage is functioning normally, you'll likely need help from your IT admin to proceed. Please share our IT resource on how to allow Obi to read your website.