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Troubleshooting

In this article, we share guidance on how to troubleshoot common issues effectively, with clear steps to resolve them quickly and efficiently.

1. A director has misplaced their invitation email, how can I resend this?

  • Within the processes tab, scroll to the user’s Process User Status, hover in the top right corner of the box and select the three dots.
  • Choose the option Resend Invitation Email.
  • Please ensure the email address is appearing correctly for the user and confirm that BoardOutlook has been allowlisted by the client's IT team.
  • If the user has previously set a password and logged into the platform, they can access their account at any time via https://my.boardoutlook.com/ 

2. How can I issue a password reset email?

  • Hover in the top right corner of the Process User Status box for the relevant participant and select the three dots. Choose the option to Send password reset link 
  • Please note this option will only appear for activated users. To resend an invitation email please follow the steps above.

3. How can I update a user's email address?

  • Hover in the top right corner of the Process User Status box for the relevant participant and select the three dots. Choose the option to Change email address.

  • This option is only visible for Non Activated Users. To update the email address of an Activated user, please contact the BoardOutlook team for support on team@boardoutlook.com

4. What does the Process Timeline show?

  • Pre-launch - your participants have not yet been notified of the diagnostic launch. 
  • Survey - your participants have access and are in the process of completing the diagnostic.
  • Review - the diagnostic is closed and the initial results will be discussed in a meeting with the BoardOutlook team.
  • Reporting - the finalised reports are released to the confirmed recipients.

5. What does the Phase Status show?

The Phase status provides an overview of useful information including:

  • Survey completion - the percentage of your participants who have submitted their completed diagnostic.
  • Days remaining in phase - based on your agreed timelines, this will count the days until the next process stage. This is a ‘soft’ deadline, the diagnostic will not automatically open/close without your prior confirmation.
  • Scheduled emails sent - the platform will issue reminders to any participants who have not completed the diagnostic. The frequency of these can be amended based on your preferences.
  • Next reminder email date - the number of days until the next platform notification is issued.

5. What do the contact statuses show?

There are five types of contact status that may be shown for each user:

  • Sent - The invitation email has been sent by BoardOutlook.
  • Delivered - The invitation email has been received in the recipient’s inbox. Please note that some email servers may restrict our ability to track delivery.
  • Opened - The invitation email has been opened by the recipient. Please note that some email clients may restrict our ability to track opens.
  • Activated - The user has set up a password on the BoardOutlook platform.
  • Bounced - The invitation email has not been able to be delivered. This may be because of a problem with the email address, a spam filter or some other reason. You will see a small information icon beside any bounce notification with more details.

Please note that these contact statuses are only updated until the user has first logged in to the platform. They do not update for subsequent communications.