PI2 troubleshooting guide

You can always check the status of the software here. We also recommend subscribing to updates, so you’re always informed.

Please visit https://app.predictiveindex.com/login
 
Then, click “Forgot Password?” and enter your username, which is your email address. Please double check to make sure it’s spelled correctly. You will then be emailed a temporary reset link.

Once you log in, please be sure to change your password! You can do this by clicking on your name in the upper right-hand corner, then “My Profile.”

If you do not receive the email within a few minutes, please check your junk email/spam folder. The subject of the email will be: “Reset your Password for The Predictive Index.”

Issues with the PI Cognitive Assessment are usually caused by a hiccup in the internet connection. This is something you wouldn’t even notice on most websites, but due to the timed nature of the Cognitive Assessment, and the measures in place to prevent tampering with the timer, a strong, stable internet connection is required for the duration of the test.
 
During the test, the server is pinged every 5 seconds to ensure that answers are recorded properly and to ensure that the timer is working. If the connection drops out or is interrupted, and one of those pings is missed, the timer will freeze and a new test will need to be re-sent. 
 
We strongly recommend taking the Cognitive Assessment on a dedicated, secure, private network with as few other connected devices as possible, with Chrome and Firefox being the recommended browser options.

Please review the following guides:

For admin help (PI Administration)

• Add and manage software users
• Send the Behavioral Assessment to employees
• Upload organization data
• Archive employees

For jobs & candidates (PI Hire)

• Create a job / Job Target
• Send a Behavioral Assessment to a candidate
• Send a Cognitive Assessment to a candidate

For employee development (PI Inspire)

• Send a Behavioral Assessment to an employee
• View or email a Behavioral Report
• Create a Relationship Guide

For team building (PI Design)

• Create a team
• Add team members
• Reveal your Team Type

For engagement surveys (PI Diagnose)

• Select a survey template
• Create custom questions
• Send a survey
• Download survey reports

For performance management (PI Perform)

• Create a meeting agenda
• Enable PI Meeting Notetaker
• Create organizational goals
• Request and submit feedback
• Initiate a review cycle

If you’re not seeing emails from The Predictive Index in your inbox, please check your spam folder.
 
If they’re not in your spam, this issue may be due to your email server configuration. It might be blocking the communication between our email servers. 
 
The Predictive Index sends emails from several places. Per our SPF record for the predictiveindex.com domain, emails are sent from several hosted cloud systems without dedicated IP addresses. Email servers typically look at the SPF records for incoming emails to make sure the email is coming from an approved source.
 
Emails from predictiveindex.com will come from one of the below-clustered environments. We recommend your IT department safelist the following:

• 192.254.123.39
• predictiveindex.com
• mailer.predictiveindex.com
• outbound.research.net

For safelisting, having a user add the domains above to their safelist would be the broadest way to allow emails from us.

Here are a few recommended ways to troubleshoot:

• Double check you’re entering the name or email address correctly when searching.
• Make sure you’re searching in the correct place.
  • For candidates, search in Hire.
  • For employees, search in Inspire.

If you’re searching in the right place and still can’t see the person, you may not have access/permission to see them. Make sure:

• (For candidates) You’re shared on the job that contains the relevant candidate.
• (For employees) Your organization is set to “open” access for behavioral data. If permissions are intentionally “restricted,” request that an existing admin promote you to Inspire admin.

If you’re still having trouble, please reach out using this form with the name and email address of the assessment taker and we’ll look further into your case.

If you’re a cognitive admin, you automatically have access to cognitive results. Otherwise, you’ll need to request that an existing cognitive admin grant you cognitive access. This will allow you to see any cognitive data associated with jobs you have access to view/edit.

Important: Cognitive Assessment results are only viewable in PI Hire — even for cognitive admins. PI cognitive data is only validated for use in hiring and should not be used to inform employee development or performance conversations. By design, cognitive data is not viewable elsewhere in the PI2 platform.

By default, all reports in the software will pull from the oldest Behavioral Assessment taken. This is because, generally speaking, we recommend that an individual only complete one Behavioral Assessment during their employment at an organization.

That said, we understand behavior can change over time. In instances where an employee has been with an organization for longer than six years, you may want to reassess them. (Learn more about the science here.)

If you have reassessed an employee and would like reports to pull from the newer assessment, here’s how to do so. (This action requires org admin permissions.)

Please note: At this time, only the “Self” portion of an employee’s results can be managed. While we do record “Self-Concept” data, the PI2 software automatically defaults to the oldest Self-Concept data; this cannot currently be modified. (Would you find value in this functionality? Let us know by submitting product feedback.)

Currently, the PI2 software language is English-only. We have plans to localize the software and will have more to share in the future.

Note: The “English-only” caveat does not apply to PI’s assessments, which can be taken in a wide variety of different languages. The Behavioral Assessment can be taken in 68 languages, while the Cognitive Assessment can be taken in 64 languages.

Please fill out this form with specific information about the issue you’re having. More specific information will help us solve the issue faster.

Some important information to include (if relevant):

• Who is having the issue?
• What assessments are you having issues with? Just one or multiple?
• What happens when you try to do what you’re doing? Does nothing happen? Do you see an error message? What error message?
• Screenshots of the issue (including any error messages)

Please follow the directions that match your computer type:

I have a Windows PC

1. Visit this Microsoft guide.
2. Follow the steps to open the snipping tool, based on your version of Windows (most likely Windows 10).
3. Click the Capture a Snip option at the bottom of the guide, and follow the steps.
4. Click the Save a Snip option, and save your screenshot.
5. Attach this screenshot when contacting our team with this form.

I have a Mac

1. Visit this Apple guide.
2. Follow the steps for How to take a screenshot on your Mac.
3. Scroll down and read the Where to find screenshots section of the guide.
4. Attach this screenshot when contacting our team using this form.