Reporting Errors & Resolutions

This document reviews different types of errors you may encounter when using Ashby, what they mean, and how to resolve them.

If you ever encounter an error screen of any type, you are welcome and encouraged to reach out to [email protected] or your dedicated Ashby team. The below information is an additional aid to resolving any errors on your own should you encounter them.

When an issue occurs and the underlying reason is identified we will prompt you with the a notification regarding the cause and a link to the resolution documentation here. If no cause is determined a general error will be presented with a prompt to reach out to [email protected].

A general error is any error not attributed to an identifiable standard error type. In this case the error may be due to any number of reasons and it is best treated as a case to investigate closely.

Reason: not determined, can occur for reporting or other parts of the application.

Resolution: reach out to [email protected] at your soonest convenience.

When creating reports that reference diversity or EEOC survey information, it is not permitted to include personally identifiable information (PII) in the same report (e.g. you cannot report on candidate name and their EEOC response, but only EEOC responses in aggregate).

Reason: sensitive PII cannot be used in combination with sensitive survey responses.

Resolution: remove either PII fields or sensitive survey response fields.

When reports reference custom fields it’s possible those fields get deleted within the ATS, leaving a reference to a field which no longer exists.

Reason: a report references a field in filtering or grouping which no longer exists.

Resolution: remove the field(s) which no longer exist (usually deleted custom fields), or reach out to [email protected] for assistance.

Custom list reports can be created with little or no filters, sometimes resulting in extremely large result sets (e.g. tens of thousands of candidates). To prevent performance impact, we limit reports that exceed a result size threshold.

Reason: a report attempts to serve results that exceed a data size limit.

Resolution: adjust the report filters or group by’s to restrict the total data returned. Typically a more restrictive time filter (e.g. application start or last activity at) is sufficient.

Some reports involve exceedingly complex filters, calculated fields, and groupings. In some cases the report’s underlying query may exceed the permissible query time and a timeout error will occur.

Reason: a complex report query exceeds a 90-second time.

Resolution: review your report filter conditions and consider either limiting the total data involved by way of filtering to a smaller timeframe, or reach out to Ashby for assistance from our reporting and analytics experts.