Troubleshooting

Common problems and how to solve them.

I cannot sign in

• Use Forgot password on the sign-in page. Reset links expire after 60 minutes.
• After repeated failed attempts, sign-in is locked for a while. Wait, then try again with the right password.
• If you signed up with Google or GitHub, sign in the same way.

A client’s workspace is locked

The client’s subscription ended more than 7 days ago. Renew it from the client’s card; its data opens again straight away. See Account, plans and payments.

I am asked to choose laws

A client needs at least one law before its modules and report can open. See Choosing the applicable laws.

The score looks low

Scores count controls marked as in place. Controls you have not looked at yet are “not assessed”, not failed. Mark controls that do not apply as Not applicable, where allowed, so they are left out.

My note did not save

Notes save when you click outside the box. If the status under the box shows an error, click in the box and out again to retry. If it keeps failing, your session may have expired: refresh the page and sign in again.

The Data Inventory is missing from the menu

The inventory is available for clients in certain sectors. Check the client’s sector on its card; see Clients.

I forgot a backup’s password

vDPO does not keep backup passwords, so a backup cannot be opened without it. Download a new backup with a new password.

Reminder emails do not arrive

Check your spam folder and add vdpo.org to your safe senders. Reminders go to the email you sign in with.

A printout looks wrong

Use the page’s Print / Save PDF button rather than the browser menu, and allow background graphics in the print settings for coloured badges.