Troubleshooting

Find what you see on screen in the tables below, then follow the fix. Messages are quoted exactly as VirgilTrack shows them, so you can also search this manual for the words in a message.

Each chapter also has its own “If something goes wrong” section with the messages of its screens. This page collects the problems people meet most, across the whole of VirgilTrack.

Signing in

What you see	Why	What to do
“The Email field is required.” or “The Password field is required.”	One of the two boxes is empty.	Type both your email address and your password.
“Email or password was incorrect.”	No account uses that email address.	Check the spelling. Use the address your invitation was sent to.
The Sign In page opens again with empty boxes and no message	The password was wrong.	Check that Caps Lock is off and try again. If you’ve forgotten your password, select Forgot Password ?. See Reset a forgotten password.
“Please confirm your email first to log in. Click here to confirm”	You haven’t confirmed your email address with the 6-digit code yet.	Select Click here to confirm and type the code from your email. See Accept an invitation.
“Your account was locked out. Please contact the administrator.”	Your account has been locked, or switched off because you left the organisation.	Ask your CEO or a VirgilTrack administrator to check your account.
Sign in with Google or Sign in with Apple does nothing	These buttons don’t sign you in.	Sign in with your email address and password.
VirgilTrack asks you to sign in again	Your sign-in has ended. It lasts some hours, whether or not you tick Remember Me.	Sign in again. On a shared computer, select Sign Out when you finish. See Known limitations.

See Sign in and sign out.

Invitations, codes and links

What you see	Why	What to do
“This invitation is not valid or has already been used.” or “Invalid team member invite.”	The invitation can’t be used any more.	Ask your CEO or an administrator to invite you again.
“Your account has already been created. Use your email and password to login.”	You set up your account earlier.	Go to the Sign In page and sign in.
“The code provided is invalid or has already expired. Please check again or resend a new code using the Resend button below.”	The code is wrong or too old.	Select Resend and type the new code.
“Your email was already confirmed! Please use this page to log in with your email and password.”	You opened an old set-up or confirmation link.	Nothing is wrong. Sign in with your email address and password.
This link has expired	A password link works once, and for a limited time.	Select Send me a new link and start again.
No password email arrives	It may be in spam or junk. VirgilTrack sends at most one link to an address every five minutes, and doesn’t send one to a locked account.	Check spam or junk. Wait five minutes before you ask again. If your account is locked, ask your CEO or an administrator.
“This button has expired. Open VirgilTrack to continue.”	You selected a button in an old email.	Open VirgilTrack and do the same thing there.
You can’t find your invitation email	It may be in spam or junk.	Look for “Invitation to Virgiltrack”. Inside, it says “Welcome to Virgilrisk!”, the product’s old name.

See Accept an invitation and Reset a forgotten password.

A page or button is missing

Most missing items are about your role, or about your part in a piece of work. Who can do what lists who can see and do what.

What you see	Why	What to do
“You are not authorized to view this page.”	You’re signed in, but the page isn’t for your role. For example, the Work Record page (also opened by Open my work record in Settings, then Your account) currently opens only for administrators, and each role has its own work report page.	Use the menu on the left. Work Reports always opens the page for your role.
“You don’t have access to this page” in Execution	Your role doesn’t include this Execution page.	Ask your CEO to give it to you under Execution, then Manage.
Risk Register, Kanban Board and Risk Repository aren’t in your menu	You are the CEO. The CEO follows risks on the CEO Dashboard instead.	To open the risk register anyway, select your picture, then Risk Register. See The CEO Dashboard.
Organisation and Roles & hierarchy aren’t in Settings, or Roles & permissions isn’t in your account menu	These are for the CEO and administrators.	Ask your CEO.
No green plus button to invite people	Only the CEO and administrators can invite, and only when their own account belongs to a department.	See Invite team members.
“Only the CEO, administrators, and this department’s own people can open it.”	You aren’t a member or manager of that department.	Ask the department’s manager or the CEO for what you need.
“No Active Strategic Plan” in Execution	Your organisation has no approved strategic plan yet.	See Bring in your strategic plan.
“Awaiting” and a name instead of Assess, or “Only the person who recorded this risk can assess it.”	Only a risk’s owner can assess it.	Ask the person named.
“Assess this risk from the register before editing it.”	The risk is Not assessed.	Ask the risk’s owner to assess it first.
“Mitigated and archived risks can’t be edited.”	The risk is Mitigated or Archived, so it is closed.	Nothing is wrong. You can still read the risk and its discussion.
Review KPIs isn’t on the KPIs page	You don’t have permission to record KPI results. No role has it, and a KPI Review grant in Workspace access doesn’t give it. Nobody in your organisation can switch it on.	Email Virgil Finance at support@virgilfinance.com. If you are the CEO, you can record a result through Virgil Copilot. See Record KPI results.
No Mark as implemented on a control	Only the control’s responsible person, the person who added it, the risk’s owner, managers and the CEO can mark it.	Ask one of them, or comment on the control to say the work is done. See Risk controls.
A button you expected on a task isn’t there	Task buttons depend on your part in the task. For example, only the person a task is for can start it.	See Who can do what.
“Sorry, there’s nothing at this address.”	The link is wrong or out of date.	Use the menu on the left to find the page.

An Execution page showing the message You don't have access to this page, with the line Your role doesn't include it. Ask your CEO to grant it under Execution → Manage. — When an Execution page isn't part of your role

Work reports

What you see	Why	What to do
“Your reporting line isn’t set up yet”	Nobody has been set as the person you report to.	Ask your CEO or an administrator to set your manager.
“Reporting hierarchy incomplete”	Your organisation’s reporting hierarchy isn’t set up for your team’s reports.	Ask your CEO or an administrator to check the hierarchy.
“No one reports to you yet”	Nobody reports to you in the reporting hierarchy.	Set up the hierarchy under Reporting hierarchy in your account menu.

See Work reports and records.

Emails, texts and notifications

What you see	Why	What to do
Emails from VirgilTrack don’t arrive	They may be in spam or junk, or Email may be switched off in your notification settings. Work assigned to you and system notices are always emailed.	Check spam or junk. Open Settings, then Notifications, check that Email is on, and that Email is ticked beside that kind of notification. Then select Email me to send a test.
Texts don’t arrive	Your mobile number must be verified, and texts allowed.	Verify your number in Settings, then Sign-in & security. Then, in Settings, then Notifications, switch on Texts and calls and tick Text beside the notifications you want by text. Select Text me to send a test.
A text or call came in the morning, not when something happened	Texts and calls never happen between 20:00 and 07:00 your time; they wait until morning.	Nothing is wrong. Check that your time zone is right.
Reminders arrive at the wrong time	Regular reminders, such as Due tomorrow and Overdue, follow VirgilTrack’s own clock, not your time zone. Reminders you asked Virgil Copilot for follow your time zone.	For Copilot reminders and quiet hours, set your time zone in Settings, then Preferences and select Save time zone. See Reminders.
A notification you expected isn’t in the bell	You may be on the Unread tab, or you removed it. The bell keeps only your 50 most recent notifications.	Select All.

See Notifications and Reminders.

Saving and uploading files

What you see	Why	What to do
A message such as “Couldn’t save. Nothing was changed. Please try again.”	Saving failed, and nothing was half-saved.	Try again. If it keeps happening, note the message and tell your administrator.
A message that a file is too big, such as “… is over 25 MB.” or “Use a picture under 5 MB.”	Each place has its own limit.	Make the file smaller, for example by saving a PDF at a lower quality, or split it. See the limits below.
“The following file(s) are over the maximum size of 2mb: …” when you create a calendar event	A file you attached is bigger than 2 MB. The event isn’t created.	Remove or shrink the file, then save the event again.

Where	Biggest file	Most files at once
Private Chat	25 MB each	10 per message
Comments on a risk or a control	20 MB each	5 per comment
File Manager	10 MB each, 50 MB together	5 per upload
Calendar event attachments	2 MB each	20
Your profile picture	5 MB	1

The File Manager accepts pictures, videos, PDFs and plain text files. See Files and documents.

Virgil and AI features

What you see	Why	What to do
“The assistant isn’t set up on this server yet (missing AI key).” or “The AI isn’t configured on this server.”	The AI isn’t switched on for your VirgilTrack.	Tell your administrator.
“That’s a lot of questions in an hour. Please wait a little before asking more.”	You can send Virgil up to 60 messages an hour.	Wait a while, then ask again.
“Something went wrong on my side. Please try again.”	Virgil couldn’t finish its answer.	Try again.
“I couldn’t find an action in that. Try “Brandon, Outjo WIP schedule, Friday”.”	The quick bar couldn’t tell who should do what.	Name the person and the task, and when it is due.
“Couldn’t read that just now. Try again in a moment.”	The quick bar couldn’t read your sentence this time.	Wait a moment and try again.
“Skipped “…”: only managers or the initiative’s leads can delegate strategy tasks.”	You chose an initiative, but you aren’t a manager or one of its leads.	Choose No initiative (calendar task), or ask a manager.
“Pick who and a time in the future.”	A reminder has no person, or its time has passed.	Choose a person and a later time.

See AI assistant.

Error pages

Sometimes VirgilTrack shows a whole page about a problem instead of the page you wanted.

What you see	Why	What to do
“Error.” and “An error occurred while processing your request.”, with a Request ID: below	VirgilTrack couldn’t finish what you asked. The rest of the page, under Development Mode, is for technical staff.	Go back and try again. If it happens again, copy the Request ID and send it to support with what you did (see below).
A page that says only “Internal server error”	Something went wrong before the page could load.	Reload the page. If it keeps happening, tell support.
A blank page, or your browser’s own message that the page can’t be found, after you typed or pasted an address	The address doesn’t lead to a VirgilTrack page, or the page isn’t open to your role.	Check the address. Or open VirgilTrack’s home page and use the menu.
“Oops!” and “We can’t find that page.”, with a Return Home button	VirgilTrack’s page for an address it can’t find. You only see it if a link or bookmark leads there.	Select Return Home, then use the menu on the left to find the page.
“System Error” and “Something went wrong! Please try again later.”, with a Return Home button	VirgilTrack’s page for a problem on its side. You only see it if a link or bookmark leads there.	Select Return Home and try again later.

The page stops working

What you see	Why	What to do
“An unhandled error has occurred.” at the bottom of the screen	Something went wrong on the page.	Select Reload. If it happens again on the same page, note what you did and tell your administrator.
A figure hasn’t changed after you updated something	Some cards work out their figures when the page opens.	Select the page in the menu again, or reload the page.