Feedback Reports aren't reaching respondents. How do I troubleshoot?

The following are common reasons reports may fail to reach respondents. The steps below apply to individual reports; guidance for cohort reports is included in the final step.

1. Confirm a report template is configured on the assessment. Navigate to Assessment Settings > Feedback and verify that an Individual Report (or Cohort Report) has been configured. A report will not be generated if no report template is in place.
2. Confirm the "Email to Respondent" option is enabled. Within Assessment Settings > Feedback, click Edit on the Individual Report and ensure the "Email to Respondent" checkbox is selected. If this option is not enabled, the report will be generated but will not be emailed to the respondent.
3. Confirm a Completion email template exists in the assessment. Navigate to the Emails tab and verify that a Completion email template has been created. This is the email responsible for delivering the report. Without it, the generated report cannot be delivered.
4. Review the Email Queue. From the left-hand menu, open Settings > Email Queue. If the Completion email does not appear in the queue, or if it displays an error, this indicates whether a send attempt occurred and whether it succeeded.
5. Check for scoring or merge string errors. If the report was generated but appears blank or incomplete, the issue lies within the report template rather than the delivery process. Open the report file and inspect it for blank merge fields, broken charts, or missing scores.
6. For cohort reports, confirm the cohort initiation is complete. Cohort reports are only generated once the required number of responses have been received.

For full details, see Managing Assessment Feedback Reports and Automating Cohort Report Distribution.

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