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ImpactMatrix Platform ImpactMatrix Platform Documentation

Troubleshooting & Support

Troubleshooting & Support

13.1 Common Issues

Account & Access

Issue: “I forgot my password”

  • Click Forgot Password on login screen
  • Enter email address
  • Click reset link in email
  • Create new password

Issue: “I can’t login despite correct password”

  • Check username is email address, not display name
  • Verify account has been activated (check email)
  • Disable browser extensions (ad blockers sometimes interfere)
  • Try different browser
  • Contact support for account verification

Issue: “I don’t have permission to access X”

  • Verify your role assignment (Settings → Users)
  • Ask your admin to grant necessary permissions
  • Check if content is shared with your group
  • Confirm organization membership

Data & Assessments

Issue: “My data isn’t appearing in assessments”

  • Verify data was successfully imported (check import logs)
  • Confirm field mapping is correct
  • Check if data passes validation rules
  • Try refreshing browser cache (Ctrl+Shift+Delete)
  • Contact support with import ID for investigation

Issue: “Assessment score looks wrong”

  • Review each indicator’s input data
  • Check weighting configuration
  • Verify no data fell outside acceptable ranges (capped automatically)
  • Compare to previous assessment cycle
  • Use Analytics → Assessment Audit for detailed breakdown

Issue: “Survey responses not recording”

  • Confirm survey is “Active” in edit mode
  • Check respondent browser compatibility
  • Try incognito/private browser mode
  • Clear browser cache and retry
  • If issue persists, try different network/device

Integrations

Issue: “Connection to external system failing”

  • Verify API credentials are correct
  • Check API key hasn’t expired
  • Confirm IP allowlisting (if used)
  • Test connection manually with API tool (Postman)
  • Contact support to verify SDGL-SaaS IP addresses are allowlisted

Issue: “Data syncing is slow”

  • Check API rate limit configuration
  • Monitor system load during sync windows
  • Consider scheduling large syncs off-peak
  • Split data into smaller batches
  • Upgrade API plan if throttling is issue

Reports & Exports

Issue: “Can’t export report - file too large”

  • Try exporting as CSV (smaller file size)
  • Filter data before exporting (date range, specific assessment)
  • Export by dimension rather than entire assessment
  • Use streaming export if available (ask support)

Issue: “Report formatting looks wrong after export”

  • Verify report template in Settings → Templates
  • Check formatting in browser before export
  • Try different export format (PDF vs. Excel)
  • Reset browser zoom to 100%
  • Contact support with example

13.2 Diagnostic Tools

Use built-in tools to troubleshoot:

System Status:

  • Help → System Status shows current uptime/incidents
  • Subscribe to status page for notifications

Error Logs:

  • Settings → Logs → Error Log shows recent errors
  • Filter by date, user, component, severity
  • Copy error code for support ticket

Data Validation Report:

  • Integrations → Data Quality shows issues with recent imports
  • Identify malformed records
  • Export summary for IT team

Performance Monitor:

  • Help → Performance shows page load times, API latency
  • Identify slow components
  • Compare performance across devices/networks

Connection Diagnostic:

  • Help → Test Connection verifies connectivity to third-party services
  • Useful for troubleshooting integration failures

13.3 Contacting Support

Multiple ways to get help:

Self-Service:

  1. Search the Knowledge Base (this documentation)
  2. Check Community Forum
  3. Review FAQs by topic
  4. Browse recent announcements

Email Support:

  • support@sdgl-impact.io
  • Response time: 24 hours (business hours for non-critical)
  • 1 hour for critical issues affecting production

In-App Support:

  • Click Help → Contact Support (bottom right)
  • Chat with support team during business hours
  • Submit ticket with automatic context (screenshots, error logs)

Phone Support (Enterprise Only):

  • Dedicated phone line during business hours
  • See your subscription details for number

Include in Support Request:

  • What you were trying to do
  • Error message (if any)
  • Screenshots or screen recording
  • Your organization name
  • Impact level (business-critical vs. minor)

13.4 Community Forum & Knowledge Base

Learn from other users:

Community Forum:

  • Browse thousands of answered questions
  • Search before posting (your question likely answered)
  • Post new questions with clear problem description
  • Community members and SDGL team monitor daily
  • Respectful tone required per Community Guidelines

Knowledge Base Articles:

  • Expanded documentation beyond this guide
  • Video tutorials for common tasks
  • Best practice articles
  • Case studies from peer organizations

Your Organization’s Instance:

  • Internal team wiki (available for Enterprise plan)
  • Store organization-specific procedures
  • Knowledge sharing among team members

Certified Training:

  • Online courses and certifications
  • Monthly webinars on platform features
  • Custom training available (contact support)
  • Training path recommendations based on role

Still need help? Email support@sdgl-impact.io with as much detail as possible