Troubleshooting guide

Overall best practices

Browsers:

We recommend utilizing the software using Google Chrome or Firefox as your browser. While it will still work on other browsers, these browsers are not as optimized to process modern web development standards, so you may encounter issues with the software using them that you wouldn’t with Google Chrome or Firefox.

Cache Clearing:

Issues with the software may also be related to your browser cache. Your browser downloads parts of websites to make them load faster, but with how frequently we release updates to the software, your cache can sometimes bump up against the new code and cause errors If you clear your browser cache, this should resolve the issue for you.

Here are instructions for clearing your cache for several popular browsers:

Safelisting:

The Predictive Index software utilizes several URLs. In order to prevent errors, and provide the best possible experience with the PI software, we recommend clients who may have strict IT security policies have their IT department safelist the PI URLs, found below:

Adding *.predictiveindex.com would be the best solution, as it would cover all PI URLs. 

If that is not possible, here is a list of all PI URLs that should be added to ensure access and limit errors:

Email Servers:

The Predictive Index software sends emails from several places. Per our SPF record for the predictiveindex.com domain, emails are sent from several hosted cloud systems without dedicated IP addresses. Email servers typically look at the SPF records for incoming email to make sure the email is coming from an approved source. To ensure delivery all of all PI software-related emails, please ensure your IT team has safelisted the following, as email from predictiveindex.com will come from one of the below clustered environments:
 
– 192.254.123.39
– predictiveindex.com
– mailer.predictiveindex.com
– outbound.research.net
For safelisting, having a user add the domains above to their safelist would be the broadest way to allow emails from us.

Frequently asked questions and inquiries

You can always check the status of the software here. We also recommend subscribing to updates, so you’re always informed.

Please visit https://app.predictiveindex.com/login
 
Then, click “Forgot Password?” and enter your username, which is your email address. Please double check to make sure it’s spelled correctly. You will then be emailed a temporary reset link.
Once you log in, please be sure to change your password! You can do this by clicking on your name in the upper right-hand corner, then ‘My Profile’.
 
If you do not receive the email within a few minutes, please check your junk email/spam folder. The subject of the email will be, “Reset your Password for The Predictive Index.”

Issues with the Cognitive Assessment are usually caused by a hiccup in the internet connection. This is something you wouldn’t even notice on most websites, but due to the timed nature of the Cognitive Assessment, and the measures in place to prevent tampering with the timer, a strong, stable internet connection is required for the duration of the test.
 
During the test, the server is pinged every 5 seconds to ensure that answers are recorded properly and to ensure that the timer is working. If the connection drops out or is interrupted, and one of those pings is missed, the timer will freeze and a new test will need to be re-sent. 
 
We strongly recommend taking the Cognitive Assessment on a dedicated, secure, private network with as few other connected devices as possible, with Chrome and Firefox being the recommended browser options.

If you’re not seeing emails from the Predictive Index in your inbox, please check your spam folder.
 
If they’re not in your spam, this issue may be due to your email server configuration. It might be blocking the communication between our email servers. 
 
The Predictive Index sends emails from several places. Per our SPF record for the predictiveindex.com domain, emails are sent from several hosted cloud systems without dedicated IP addresses. Email servers typically look at the SPF records for incoming emails to make sure the email is coming from an approved source.
 
Emails from predictiveindex.com will come from one of the below-clustered environments. We recommend your IT department safelist the following:

For safelisting, having a user add the domains above to their safelist would be the broadest way to allow emails from us.

First, please double check you’re spelling their name or email address correctly.
 
If your User Role is Power User, User, or Read Only, you may not be enabled access to the folder that assessment is in. Please contact the PI Champion in your organization to talk to them about enabling your access.
 
If your User Role is Account Owner or Account Admin, please reach out to [email protected] with the name and email address of the assessment taker and we can look further into it for you.

If you’re an Account Owner, you automatically have access to Cognitive results. If you are an Account Admin, a Power User, a User, or Read Only, please reach out to your Account Owner to have them grant you access to Cognitive data.
 
If you see a blue ribbon at the top of the software that says, “Cognitive Data Hidden”, please click on your name in the top right corner and select “Show Cognitive Data”. You’ll then be able to see Cognitive results.

All reports in the software will only pull from the original assessment taken. This is because we recommend that an individual only complete one Behavioral Assessment during their employment at an organization. As such, all software tools and reports use the individual’s oldest Behavioral Assessment results (the self, self-concept and synthesis) and the corresponding reference profile.
 
However, if you’d like reports to pull from the newer assessment, you can do so in a few different ways. Here’s an article that walks you through those methods.

Log out of the software by clicking your name in the top right corner and selecting the last option in the dropdown. On the bottom left of the login screen, click the button that has the world icon and select the language you speak. Then, log in again.

Double check that you’re not trying to add a disabled user by going into User Management, making sure the box next to “Hide disabled users” is unchecked and searching for their name. If you see them there, you can re-enable their access by clicking the toggle icon under “Access”.
 
If you don’t see them, please reach out to cu[email protected] with the name and email of the user you’d like to create, as well as what User Role they should have.

Please email [email protected] with specific information about the issue you’re having. More specific information will help us solve the issue faster.
 
Some important information to include (if relevant):

  • Who is having the issue?
  • What assessments are you having issues with? Just one or multiple?
  • What happens when you try to do what you’re doing? Does nothing happen? Do you see an error message? What error message?
  • Screenshots of the issue

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