Troubleshooting and Contacting ICIC
If you or an applicant is experiencing difficulties with the online application system, there are a few steps the local site team can take to increase efficiency:
1. Consult the Site Team FAQ. ICIC has created a troubleshooting guide for a number of commonly encountered problems. Please note that the applicants also have an abbreviated FAQ/Troubleshooting guide available to them, which contains much of the same information regarding applicant submissions and error messages, but there are more back-end options available to the site team surrounding reinstatement, finding applicants, and submission.
2. Document the problem. If these do not work, document the problem by taking screenshots (or asking the applicant to take screenshots of the error message they receive or the problem they encounter). These will help us determine the nature of the problem and work towards a solution. See below for instructions on how to take a screenshot (instructions can be copy and pasted in an email to applicant).
3. Contact ICIC. If you are still encountering difficulties, please contact ICIC at email@example.com. This email will serve as the point of contact for all application system issues, and will work with you, Navig8, and the applicant to solve any problems you encounter. When contacting firstname.lastname@example.org, please include the following: (1) an explanation of communications so far, (2) any solutions you have already attempted, and (3) screenshots of the problem.
Site Team FAQ
Why are users unable to log in?
When a user is having difficulty logging in to the online application system, there are three methods to troubleshoot:
Frequently, users do not have the correct username on file. In order to log in, each user must enter the username in exactly the same format as it was initially entered when the account was created. To find an applicant’s username, locate the application in the online application system (searching by name or email) and click “view.” Under “Submission Information,” the username appears after “Submitted by” (the username is padgettallie in the example below):
If the applicant is unsure of the username used to create the account, the applicant may also log in using the email address used to create the account. Note that this may or may not correspond to the email listed on the application. Many applicants have multiple email addresses, so when troubleshooting, using the applicant’s username may be more successful.
Finally, the user can also request that the password be reset. When the password is reset, a link will be sent to the email the applicant used to create the account with steps to log in to the online application system. If the applicant is not sure which email address they used, provide them with their username (see above) and suggest that they check any emails they may have used when creating the account.
Why are applicants having trouble moving to the next page in the online application system?
Typically when an applicant cannot move to the next page, the applicant has entered more than maximum length of characters in a limited character field. The online application system will not allow the applicant to proceed until the length of the answer is reduced. An error message should display at the top of the screen, alerting them to the issue.
Why does an applicant who completed the application still have Draft status?
There are a few reasons a completed applicant may still have Draft status:
1. An applicant who has completed their application may appear in draft status if an administrator clicks the reinstate button. The reinstate button does not display any confirmation message, and the action is effective immediately.
2. In some cases, a user may not click the green Submit button after signing the E-Sign document. Encourage the applicant to log back in to their application and click the green Submit button. It can be helpful to include screenshots in your email to the applicant.
A numerical field shows an error. Why is this happening?
Numerical fields such as "Years in Operation" will only accept numbers. Some users add additional characters in numeric fields, such as commas, dollar signs, letters, or decimals. Please ask that users only input numbers into numerical fields. An error message should display at the top of the screen, alerting them to the issue.
An applicant is having trouble uploading a document.
Often, if an applicant is having trouble uploading a document, or believes they have uploaded it but the document is not showing up on your end, it is because they selected the file but did not click upload. After selecting a file from their documents, the file name will show up on the application, but the document has not been fully uploaded – applicants must click the button that says “Upload,” as seen below. Once they have done that, the button will change to say “Remove,” indicating that the upload was successful.
Why are certain users missing from the online application system? How can I find a missing user?
All applicant data is stored in the online system and is never deleted. To find any user in the online system, first check the “Date Range” button. This searches the system for all applicants, rather than just those who have applied in the past 6 months. Additionally, ensure you are spelling the applicant’s name or email correctly. Try placing percentage signs around the applicant’s name (for example, %John%), to search for records that may include extra spaces characters.
What happens when I reinstate an applicant in Part 1 or Part 2?
The applicant is immediately reset to draft mode in Part 1. All of the applicant’s answers are preserved, and the user can now log back in to edit their responses and resubmit their application. Note that clicking “Reinstate” on Part 2 sends the applicant back to Part 1, and the applicant will need to resubmit Part 1, be re-approved, and then continue on to Part 2.
There are multiple methods to take a screenshot, depending on the device. Make sure that the error message or problem is clearly visible on your screen before you take the screenshot.
On a PC, there are two main methods:
1. On the keyboard, locate the PrtSc button. This will take a screenshot of your entire screen as it is currently visible. Depending on computer settings, it may open a “save as” window – if this happens, save the file as an image in a location you will remember. If a window does not open, the screenshot has been copied to the clipboard. Open Microsoft Paint, Microsoft Word, or any other program, and paste the image in (either Ctrl-V or Right Click-Paste).
2. In the search bar on the task/start menu, search for the Snipping Tool. Open the snipping tool and use your mouse or trackpad to select the area you would like to screenshot. Save this file as an image in a location you will remember.
On a Mac, there are also two methods:
1. Press Shift-Command-3 to take a screenshot of your entire screen. The image should save to your desktop automatically.
2. Press Shift-Command-4 to take a screenshot of part of your screen. Use your mouse or trackpad to select the area you would like to screenshot. The screenshot should save to your desktop automatically.