Try it free
  1. Home
  2. Help
  3. Troubleshooting

Troubleshooting

Updated

An account needs reconnecting

Connected accounts marks it for reconnecting, the inbox lists it under Needs action, and you've had an e-mail. LinkedIn has ended the session, or access to your mailbox has stopped working. Meanwhile the account sends nothing, and the candidates in your campaigns wait. Nothing is lost.

  1. Open Settings > Connected accounts.
  2. Reconnect the account through the same login.
  3. Your campaigns carry on where they stopped.

If LinkedIn has restricted the account, that's different. The campaigns are paused and don't restart on their own. Sort the account out with LinkedIn first, reconnect it, then restart the campaigns.

A search failed or stopped

  • It stopped part-way, for example "Stopped at 400 of about 1,000". What was fetched is saved. Press Resume to carry on from the same point; it doesn't use another search.
  • Ranking failed. You see an error with a retry button. Candidates are never shown unranked.
  • It's queued. When things are busy, the search waits, and you see the expected wait.
  • Searching is temporarily unavailable. Searches wait until it's back. Check status.navigent.io.
  • You pressed Stop. What was fetched is kept.

If a search still fails after several attempts, you'll get an e-mail saying so. If a search stores no candidates, you get the search back automatically.

No or few candidates in the preview

When the filters give fewer than about 50 matches, Navigent widens them on its own: city, region, country, then title variants. If there are still fewer than 10, it tells you. Then try this:

  1. Remove a filter that narrows things a lot, such as the city or a seniority level. Each removal gives you a new free preview.
  2. Say in the chat what can be widened, for example "also Zealand" or "also the title finance manager".
  3. Check that the function was read correctly. The wrong function can leave you with an almost empty market.

The hiring company is always excluded, as are companies on your do-not-contact list. Navigent is built for professional, specialist and management jobs, not hourly or operational work. If a link couldn't be read, paste the text instead.

You can carry on with few matches. If the search stores no candidates, you get it back.

A campaign stopped or isn't sending

If a campaign stops itself, whoever created it gets an e-mail, and the campaign shows why: say, its sender account was disconnected or the account's owner removed. A campaign can't change its sender, so reconnect the account or create a new campaign from a different one.

A campaign can also be waiting with nothing wrong:

  • A limit has been reached. The account waits until the limit resets.
  • Outside sending hours. Messages go out on weekdays between 8:00 and 16:00 in the account's time zone.
  • The notes are used up. A free LinkedIn account has three notes a month. Invitations with a note wait for next month.
  • The e-mail addresses are used up. E-mail steps wait until you have e-mail addresses again, from the next period or after a purchase. Candidates then carry on in the order they reached the step.
  • One message is missing something. Check Needs action in the inbox.

If the organization is read-only, because a payment has failed for more than 7 days or the subscription has ended, no campaign sends.

The extension asks you to sign in

The extension shows only Sign in with Navigent when it isn't connected, or when its token has expired after 180 days or been revoked.

  1. Click Sign in with Navigent in the side panel. Settings > Chrome extension opens in a new tab.
  2. Click Connect the Chrome extension.
  3. If the page can't reach the extension, in a different Chrome profile for instance, it shows a token once. Copy it and paste it into the side panel.

If the panel asks you to open a LinkedIn profile, you're not on one. The extension reads only pages under linkedin.com/in/, not search results or lists, and it only works in Chrome. If it says it needs updating, update it from the Chrome Web Store. If it says Navigent is paused, that's temporary; check status.navigent.io.

Still stuck

Write to info@navigent.io, and check status.navigent.io.