This article lists the most common problems with performance reviews and how to fix them, grouped by stage. Each entry is written as symptom, cause and fix.

Access and navigation

• Symptom: "I don't see Reviews under Performance." 
  Cause: the company doesn't have the Performance module.
  Fix: an admin can check the subscription.
   
• Symptom: "I don't see New review or Templates." 
  Cause: you lack Reviews > Create reviews. 
  Fix: ask an admin to add it to your permission group.
   
• Symptom: “I don't see Reviews in Settings > People.”
  Cause: you lack Review Process Full Visibility.
  Fix: ask an admin.
   
• Symptom: "Export and Edit are missing on my phone." 
  Cause: the mobile app doesn't offer them.
  Fix: use a computer.

Setting up and launching

• Symptom: “Launch review shows Missing information.”
  Cause: missing title, review type, target group, questions or deadline, or weights not adding up to 100%.
  Fix: fix each listed item. See Review features, visibility and launch.
   
• Symptom: “'Your review may not have any reviewers'.”
  Cause: the review types and people produce no evaluation, for example only Direct reports to manager for people without reports.
  Fix: add a review type or change the people.
   
• Symptom: "Custom weights is locked with an upgrade badge." 
  Cause: it needs Enterprise.
  Fix: use Final question or upgrade.
   
• Symptom: "The review is stuck in Launching." 
  Cause: large reviews take minutes. 
  Fix: leave the page and come back. Contact support if it lasts more than an hour.
   
• Symptom: "I can't edit the questions." 
  Cause: the review is launched.
  Fix: questions can only change in Draft; duplicate the review.

During the review

• Symptom: “An employee has no manager review.”
  Cause: they had no manager in their profile at launch.
  Fix: set the manager, then reassign or re-add. See Manage an active review: participation, peers, reviewers and status.
   
• Symptom: "The employee's manager changed during the review." 
  Cause: reviewers are fixed at launch. 
  Fix: Replace reviewer on the manager review and accept Update the direct report review.
   
• Symptom: “Participation is stuck because of people who left.”
  Cause: their pending evaluations still count.
   Fix: Delete review.
   
• Symptom: "A reviewer can't submit." 
  Cause: a mandatory question is empty.
  Fix: answer the question marked "Missing mandatory field".
   
• Symptom: “A reviewer can't edit a submitted review.”
  Cause: Allow review edits is off, the review is finished, or the action plan was submitted.
  Fix: an owner can turn on Allow review edits while the review is Active.

Scores and results

• Symptom: "A person has no final score." 
  Cause: an evaluation that counts towards the score is pending, the review is Without score, or in a Custom weights review with weighted competencies the person's job has no competencies.
  Fix: remind or delete the pending evaluation; assign competencies before launch. See Scores, score scales and potential.
   
• Symptom: "Managers can't see their team's answers." 
  Cause: the review is active and early access is off. 
  Fix: turn on Grant managers early access to responses or wait until the review ends.
   
• Symptom: "An employee can see the manager's answers even though visibility is restricted." 
  Cause: the action plan was started, which shares the self review and manager review.
  Fix: expected behavior.
   
• Symptom: “AI Insights say 'AI Insights in progress'.”
  Cause: pending evaluations are needed to generate them.
  Fix: wait until they are submitted. See AI features in Performance: insights, suggested competencies and writing help.
   
• Symptom: "AI Insights say 'AI Insights unavailable'." 
  Cause: the review was created before AI insights existed, or there isn't enough information. 
  Fix: no action possible for that review.
   
• Symptom: "The 9-box grid is empty." 
  Cause: the last completed review had no potential score.
  Fix: turn on Add potential score in the next review.

Action plans

• Symptom: "The action plan says 'Not available yet'." 
  Cause: the self review or manager review isn't submitted. 
  Fix: ask the reviewer to submit.
   
• Symptom: "I can't comment on the action plan." 
  Cause: one side already submitted.
  Fix: the submitter can click Edit action plan before the other side submits.
   
• Symptom: "The Sign button is missing." 
  Cause: you can't access the employee's documents.
  Fix: ask an admin to check your document permissions.
   
• Symptom: "The action plan PDF content is wrong." 
  Cause: generated before a fix.
  Fix: contact support to replace it.

One

• Symptom: "One says it can't create or launch the review." 
  Cause: One only reads review data.
  Fix: do it in Performance > Reviews.
   
• Symptom: "One doesn't see a review I know exists." 
  Cause: One only sees what you can see. 
  Fix: see One and AI FAQ: data access and privacy.