Here are some issues that our users occasionally experience and tips for how to solve them. Of course, please feel free to get in touch with us at any time for help.
1. Test-Takers Aren't Receiving Emails Sent Via the Manage Clients Page.
If you are sending your test-takers test invitation emails through the Truity @ Work platform and the emails are not being received, the emails may have been flagged as spam. You can try the following to resolve the issue:
- Ask the test-taker to check their spam folder for the email and to whitelist emails from truity.com. To send another email, find the test-taker on your Manage Clients page and click the "Remind" link to the right of their name.
- If you are emailing a group within the same organizational email system and the no one within the group has received our emails, our emails may be blocked by the organization's network security protocols. If possible, ask the organization's IT department to unblock the messages or whitelist the truity.com domain.
- If the two options above do not work, you can use the Client Code feature to invite your group to take a test instead. This method allows you to send your group a personalized login link and test code using your own distribution method instead of sending test invitations through the Truity email server. For instructions on enabling and using the Client Code, see Client Code Feature.
2. When test-takers click on the test link in the test invitation email, they're taken to an error page.
Your test-takers are receiving the emails, but the test link appears to be incorrect because it sends the test-takers to an error page on the Truity website.
This typically happens when your organization uses a network security application that has altered the test link as part of its security protocol resulting in the link being broken. You may be able to verify if this is the case by hovering over the test link in one of the emails sent to a test-taker. If the URL includes a domain other than www.truity.com, that typically means the URL has been altered and is now defective.
- You can contact your IT department to ask them to correct the problem; however, in most cases it will be most efficient to switch to using the Client Code feature to send tests to your group instead of sending them tests via your Manage Clients page.
- For instructions on enabling and using the Client Code, see Client Code Feature.
3. A Test-Taker Completed a Test But You Can't View Their Results And They're Being Asked to Upgrade Their Report
This typically happens when the test-taker did not use the test link provided to take the test.
When you send a test-taker the link to take a test (either via your Manage Clients page or the Client Code Feature), the link not only directs your test-taker to the correct test but also allows their test results to be linked to your account. If a test-taker does not use the test link you sent to them to take the test, but rather navigates to the Truity website on their own and take a test from the site's header options, their test results will be treated as if they are an individual user. This means their test results will not be upgraded automatically and their results will not be available to you to view on your Manage clients page.
- If this happens, please contact us. If we can locate the test results, we can usually link the test results to your account and apply your test credit to upgrade the results. However, please note that if your test-taker took a test and did not save the test results to an account, we may not be able to locate their test results.