Troubleshooting

The problems people actually report, and what to do about them.

I cannot sign in

Symptom	Cause	Fix
Invalid e-mail or password	Wrong pair, or a trailing space	Retype, then use Forgot password?
Google e-mail is not registered	The Google address is not a user in this workspace	Ask an administrator to invite that address
No workspace available	Your account is not attached to an active workspace	Ask an administrator to check your membership
The page returns to sign-in after you submit	The browser is blocking cookies	Allow cookies for hub.cnvconnect.com, or try a normal (non-private) window
The reset link says it cannot be used	The link expired, was used, or a newer one was requested	Request a new link and use the most recent e-mail

A page is missing from my menu

Work through the three gates in Who can see what: is the module part of the plan, does your role have the permission, and do you actually hold the role you think you do? Typing the address by hand will not help — the workspace bounces you back to the dashboard.

A page shows 403 Forbidden

Only one address does this today: /assets. The web server maps that path onto the folder its own files live in and refuses the request, so a direct load or a refresh returns 403 Forbidden. Open the page from HR › Assets › Asset list instead, which works normally. Every other asset page — hand-outs, stock counts, digital assets — is unaffected.

A page shows "An error occurred. Please reload the page"

Two screens currently fail this way on the released version: Personal settings (/me) and Email Template (/settings/email-templates). Pressing ⌘K for quick search can produce the same message. Reloading brings the workspace back; the workarounds are in Your personal settings and E-mail templates. A fix is on the way — nothing you did caused it, and no data is affected.

Somebody is marked absent when they were at work

In this order:

1. Were they on the work schedule for that day? No roster, no expectation — and no absent, unless a policy says otherwise.
2. Is there approved leave covering the day? Pending leave does not count.
3. Did they clock in outside the location radius or without the required form?
4. If the record is simply wrong, have them submit a correction and approve it in Adjustment approvals.

An employee cannot clock in on the mobile app

Cause	What you see	Fix
Outside the location radius	The app refuses with a distance message	Check the radius on the location; 100–200 m suits most offices
Weak GPS	High accuracy value on the record	Add the site's Wi-Fi network to the location
A required form is not filled in	The app asks for the form and blocks	Expected behaviour — see Attendance settings
No account	They never received an invitation	Invite them

I cannot invite anybody

The plan's seats are full. Either disable a former employee in Employees to free a seat, or upgrade in Plan and billing. The plan chip in the top bar shows the current count.

An e-mail or notification never arrived

1. Open Notification history and check the Error tab.
2. If it was delivered, ask the recipient to check spam.
3. If it is not listed at all, it was never triggered — check the automation flow that should have sent it.

An automation is not doing anything

Open the flow, then Run logs:

• no entries → the trigger never matched; check the conditions;
• entries with errors → the action failed, and the message says why;
• flow paused → switch it back on.

An upload fails

Storage is probably full. Check Storage usage, turn on automatic cleanup, or upgrade the plan. Individual files also have size limits — 50 MB for task attachments.

Parts of the interface are in Vietnamese

Some screens have not been translated yet — mainly work schedules, attendance settings, plan and billing, sign-up and the workspace picker, plus status values in tasks, tickets, approvals and automation. Every article in this guide names those controls by what they do and where they sit, so you can follow along regardless. Your own language setting is in Personal settings, and the sign-in screen has its own picker.

Numbers in a report look wrong

1. Check the period and the filters — a filter left on is the usual explanation.
2. For attendance, run Compute attendance again: the report is a computed summary, and changes to shifts, rules or corrections need a recomputation.
3. Compare against the underlying list page. The list is the source; the report is derived.

Nothing here matches

Note what you were doing, take a screenshot with Ctrl/⌘ + Shift + 2, and raise a ticket. Include the workspace ID from General settings — it identifies your workspace immediately.