eradiant docs

Troubleshooting & frequent problems

On this page you’ll find typical problems and concrete hints on how to solve them.

Problem 1: I can’t log in

Possible causes

  • Wrong email address or wrong password
  • Account not yet confirmed (confirmation email not clicked)
  • You have been removed from the organisation or your access was deactivated

Solutions

  1. Check that you’re using the correct login page and email address.
  2. Use “Forgot password” to set a new password.
  3. Check your email inbox (including spam) for a confirmation or invitation email from ERADIANT.
  4. If you suspect that your access has been blocked, contact your organisation admins or ERADIANT support.

Problem 2: I can’t see my event

Possible causes

  • You are in a different organisation than you think
  • You don’t have permission to see events in this organisation
  • The event search bar is filtered

Solutions

  1. Check in the top navigation which organisation you’re currently in and switch to the correct one if needed.
  2. Ask an organisation admin to assign you the correct role (e.g. event admin).
  3. Check the filter in the event overview.

Problem 3: Changes to programme or website are not visible

Possible causes

  • You’re editing a different event than the one you’re checking
  • The event website is not yet published or the page is hidden
  • Browser cache still shows an old version

Solutions

  1. Make sure you’re editing the correct event and the correct page.
  2. In the website area check:
    • whether the website is published,
    • whether the relevant page is shown in the navigation,
    • whether blocks are set to “hidden”.
  3. Refresh the page in your browser (Ctrl/Cmd + R) or use a private window.
  4. If you’re using caching / a CDN it may take a few minutes before changes become visible externally.

Problem 4: Mailings are not sent

Possible causes

  • Dispatch time is in the past or too far in the future
  • Recipient list is empty or too tightly filtered
  • Sender or email configuration is incomplete

Solutions

  1. In dispatch settings check:
    • whether the dispatch type is correct (manual, individual timestamps, recurring),
    • whether the planned time is reasonable.
  2. Check the recipient filters (e.g. event status, properties / filters) and whether contacts / participants actually match them.
  3. In the Organization module verify the email sending configuration (sender domain, technical settings) if mails systematically fail.
  4. First send a test mail to yourself to validate the configuration.

Problem 5: Networking appointments cannot be booked

Possible causes

  • There are no active networking time slots or locations
  • Participants don’t have suitable properties / matching criteria
  • The networking window is not yet open / already closed

Solutions

  1. In the event check:
    • whether networking time slots exist and are active,
    • whether enough networking locations are active.
  2. Make sure participants have the required properties / roles if matching rules are used.
  3. Check whether start and end times of the networking period are set sensibly (not in the past / far in the future).

Problem 6: Interfaces are slow or error messages appear

Possible causes

  • Unstable internet connection or outdated browser
  • Temporary server or network issues

Solutions

  1. Refresh the page and check your internet connection.
  2. Try an alternative browser (current version of Chrome, Firefox, Edge or Safari).
  3. If the error is reproducible:
    • note the time, event / organisation and what you were doing,
    • take a screenshot of the error message,
    • report the problem to your ERADIANT team or support.