Problem
When individuals are trying to access their self-assessment survey an Unexpected Error message page comes up similar to the following:
Solution
The usual reason for this issue is when an individuals Email address has been added/uploaded containing trailing (or leading) spaces. These can be difficult to spot. The email addresses do work successfully for sending emails, however the secure survey access credentials generated for the survey links are then calculated including the spaces, causing the links to fail as above. An fix has been implemented to improve validating and rejecting emails with trailing spaces at add/upload time, however it can still occur for older person records uploaded prior to the fix).
Therefore it is worth checking that this is not causing the issue using the following steps:
- Check the individuals details under Load/Edit individuals details under Setup / Management Tasks
- Select the Email field of the individual in question and check for spaces and if there are any present, remove them
- Resend the individual an email invitation email via Send Self-Assessment Invites under Self Assessment and Individual Reports which will include a new survey link
Related articles