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Common Questions & Troubleshooting

Find answers to common questions and practical troubleshooting steps across GFoundry, including what to check, what different statuses mean, and when to contact your administrator or Support.

37 articles
How do I switch between GFoundry accounts that use the same email?If your email address has accounts on more than one GFoundry platform, the user menu in the backoffice header lists them, so you can move between them without typing each…
How do I interpret evaluation statuses and actions in the Backoffice?Where to find a user's evaluation status, what each status means, and which actions appear, in the current version of the evaluation pages.
How do I interpret evaluation statuses and actions in the Backoffice? (previous version)The status shown in the Backoffice tells you which step is open, whether the result is visible to the employee, and which action comes next. Some actions only appear when…
When is a written justification required in an evaluation?An evaluation cycle can require a written comment when the highest or the lowest score is chosen for a competency or a goal. If a user cannot submit, a missing…
Why doesn't a user have an evaluation or Touchpoint?Having an active account does not put a user in an evaluation cycle. Who gets an evaluation depends on the cycle's groups, and each Touchpoint period has its own.
Why doesn't a user have an evaluation or Touchpoint? (previous version)Having an active account does not put a user in an evaluation cycle. Who gets an evaluation depends on the cycle's groups, and each Touchpoint period has its own.
Why can a user access future goals or an Individual Development Plan (IDP) but not an evaluation or Touchpoint?Goal and Individual Development Plan (IDP) availability does not by itself confirm eligibility for an evaluation or Touchpoint. Check each process, population, period, and status separately.
How do I delegate an evaluation to another manager?A delegated manager acts on behalf of the user's manager for the responsibilities you choose. In the current version of the evaluation pages, administrators set it in the user's evaluation.
How do I delegate an evaluation to another manager? (previous version)A delegated manager acts on behalf of the user's manager. In the previous version of the evaluation pages, administrators add and remove delegations from the user's evaluation page.
Why does an evaluation still show the previous manager, and how do I update it?When a user changes team or manager during a cycle, an evaluation that has already started keeps its manager until someone updates it. In the current version of the evaluation…
Why does an evaluation still show the previous manager, and how do I update it? (previous version)When a user changes team or manager during a cycle, an evaluation that has already started keeps its manager until someone updates it. In the previous version of the evaluation…
How do I open, close, or reopen Future Preparation for a user?Future Preparation is where the user and their manager prepare goals and development plans for the next period. In the current version of the evaluation pages, it is managed from…
How do I open, close, or reopen Future Preparation for a user? (previous version)Future Preparation is where the user and their manager prepare goals and development plans for the next period. In the previous version of the evaluation pages, you open and close…
What does a user need to submit a Touchpoint?A Touchpoint checks the user's goals against the rules of its period. If submission is blocked, compare the goals with those rules before treating it as an error.
How should an administrator manage individual and team goals in Touchpoints and evaluations?Goals reach Touchpoints and evaluations automatically, but only while they are still open. Knowing when that stops explains most "missing goal" questions.
How do values, percentages, and dates work in goals?What a goal's minimum and target fields accept depends on whether your platform validates their format. The error message tells you which rule applies.
Why did imported goals or Individual Development Plans (IDPs) not appear or update as expected?A goals or IDP import is all or nothing: if one line fails, nothing from that file is saved. Read the result window, fix every reported line, and import the…
How should an administrator interpret the Talent Matrix, quadrants, and alerts?The Talent Matrix places each user in a box by combining their performance and potential results in the same cycle. The alert is one specific box with its own criteria.
Which report and percentage should an administrator use?Choose the report that answers your question, then distinguish population, criterion weight, completion percentage, and result before comparing values.
Why can't a user get into the platform? ("Permission Denied", "Your email is not allowed", SSO)The message on the screen usually tells you the cause. Match it with the cases below before resetting passwords or creating new accounts.
Why can a user sign in but not see a module, cycle, or action?A successful sign-in confirms authentication, not access to every feature. Check the tenant, profile, module, scope, eligibility, process status, and permissions.
Can users change their own email or password, and who can change them for them?Users can change their password and photo, but not their email. Administrators and Community Managers can change these details for other users in the Backoffice.
How do I add a video file (not a YouTube link) to a Learn Content?You can upload a video file directly to a Learn Content, or link a YouTube video. Uploaded files are processed and served by GFoundry.
Why does my quiz question import fail or not show the questions?Quiz questions are imported from an Excel file in the background. Most failures come from the file's layout, the difficulty column, the ID column, or a quiz that is already…
Why are quiz questions repeated, or why does a quiz show fewer questions than it has?In Classic mode, each play shows a fixed number of questions chosen by difficulty. Repeats happen when a difficulty does not have enough questions for what the level asks.
How can users redo a quiz or a mission, and what happens to their points and badges?Administrators can let users retry a test automatically, or reset a user's progress in a quiz or a mission from the Backoffice. Points, coins and badges already earned are kept.
Why is a mission or learning program still incomplete after the user finished the content?Progress is updated as soon as the user finishes a content. If the program still shows as incomplete, the reason is almost always a requirement that is not met yet,…
Why didn't a user receive a certificate?A certificate is awarded by its trigger, at the moment the user completes what the trigger points to. Check the trigger first: it decides what counts.
Why can’t a user submit Future Preparation or their development plan?Future Preparation can only be submitted when no goal is waiting for approval and the number of goals and development plans of each type is within the configured minimum and…
Who receives the emails about Marketplace purchases?When someone redeems an item in the Marketplace, the people with the Marketplace Manager role receive an email. The buyer receives an email when the request is completed or rejected.
Why do reports and the Backoffice show different results?Two numbers only disagree when they measure the same thing. Check the population, filters, cycle, your visibility, and when each report was generated before treating a difference as a data…
When does the Engagement Thermometer appear again, and why didn't a settings change apply yet?Each user's next thermometer is prepared when they answer the current one, and it opens after the configured period. Settings changes only reach the thermometers prepared after the change.
Why can a user give feedback to people who do not appear eligible?Check the feedback scope and the user's organisational permissions before treating access to additional people as an eligibility problem.
Can we change the platform's default language or add new languages?The default language is set when the platform is created and cannot be changed later. You can add other languages at any time.
How do I help a user move forward in the evaluation process? (previous version)Find the step that is open, who owns it, and what is missing before contacting Support. The status in the Backoffice usually answers the question.
How do I create a direct link to a page of the platform?A direct link opens a specific module, list or item of the platform, for example a Learn category or a mission. Use it in newsletters, emails, news articles or buttons.
Why is a feedback questionnaire or form not available to a user?Check the module, questionnaire or template, scope, audience, dates, publication state, access method, and user permissions before treating the missing form as an error.