Overview

This guide covers common issues that can occur during the Psychometric Assessment and how to resolve them.

Most issues are related to user behaviour, device conditions or session setup rather than system errors.

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Assessment not starting

Issue

The user opens the link but the assessment does not load or fails to start.

Common causes

• Invalid or expired session link
• Incorrect deployment configuration
• Network connectivity issues
• Unsupported or unstable device/browser

How to fix

• Regenerate the assessment link and test again
• Confirm the correct deployment is being used
• Test the link on a different device or network
• Ensure the user is using a modern mobile browser

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Assessment not completing

Issue

Users start the assessment but do not reach completion.

Common causes

• User drops off mid-session
• Interruptions (calls, app switching, connectivity loss)
• Lack of clarity in instructions
• Fatigue or disengagement

How to fix

• Encourage users to complete the assessment in one session
• Provide clear instructions before starting
• Avoid interruptions during completion
• Monitor completion rates in Beacon to identify patterns

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Low completion rates

Issue

A large number of users are not completing the assessment.

Common causes

• Poor user experience or unclear expectations
• Assessment introduced at the wrong stage in the journey
• Connectivity or device limitations
• Lack of user motivation

How to fix

• Introduce the assessment at the right point in your flow
• Clearly explain purpose and expected duration
• Test the experience across different user segments
• Use Beacon to identify where drop-off occurs

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Results not appearing

Issue

The user completes the assessment but no results are visible.

Common causes

• Assessment not fully completed
• Viewing the wrong deployment
• Delay in processing
• Filters applied in Beacon

How to fix

• Confirm full completion of the assessment
• Check the correct deployment in Beacon
• Refresh and review filters
• Run a controlled test session

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Results not linked to the correct user

Issue

Results are generated but cannot be matched to the correct user.

Common causes

• Missing or incorrect Unique ID
• Duplicate identifiers used across users
• Mismatch between internal systems and session data

How to fix

• Ensure each session has a unique and consistent identifier
• Verify how IDs are assigned during session creation
• Align identifier usage across your systems

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Unexpected or inconsistent scores

Issue

Assessment results do not match expectations.

Common causes

• Misinterpretation of score meaning
• Low-quality or low-trust sessions
• Incorrect deployment configuration
• Small sample sizes during testing

How to fix

• Review both Risk Score and Trust Score together
• Ensure the correct deployment is being used
• Analyse results across multiple sessions rather than individually
• Allow time for patterns to emerge in real usage

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Low trust or confidence scores

Issue

Assessment results show low trust indicators.

Common causes

• Inconsistent or random user behaviour
• Very fast or disengaged responses
• Repeated attempts by the same user
• Assisted or coached completion

How to fix

• Encourage users to complete the assessment properly
• Avoid allowing multiple uncontrolled attempts
• Monitor for repeated or suspicious behaviour
• Apply internal rules for handling low-trust sessions

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