Troubleshoot - Error Message Lookup

Troubleshoot - Error Message Lookup Look up error messages and common troubleshooting steps

 

Note:

If your error message includes copy that includes a particular name, please search for a substring of that message. 

Download Summary

Error Message Action
Couldn't generate the report! Please try again  Contact support
You have no schools shared with your student. Please share some schools, click the grad hat next to a school, and try again. Add schools to student list
We couldn't find any details for the schools you are sharing with your student. Please share more schools and try again. Populate school data using Data Correction mode

Student Profile (Bio Banner)

Error Message Action
Please enter a valid email for the parent contact you are editing. Invalid emails will not be saved. Ensure email domain is spelled correctly

Invalid parent ${parent.name} email, this email won't be saved

 

Ensure email domain is spelled correctly
Email for parent ${parent.name} is already in use, this email wont' be saved The parent email may already be in use/has already been invited to the Parent Portal. Contact support to clear the email and allow invite to be resent
Couldn't delete contact ${contact.name} Contact support
Couldn't delete language ${language.name} Contact support
Couldn't send Student Portal invite to ${email} Follow instructions on the error message
Please enter the student email so we may share these files. Add email address for student at the top of the Student Profile
This student does not have a drive folder. You can create/link one in the Files tab See this article
Error sharing files shared with student. Contact support

Admin

Error Message  Action
Students could not be reassigned. Please contact ${SUPPORT_EMAIL_HTML} and we'll get you sorted. Contact support
This student could not be reassigned. Please contact ${SUPPORT_EMAIL_HTML} and we'll get you sorted. Contact support
Couldn't delete counselor ${name} Contact support

Go to Google Drive settings and sign in with your Google Drive account

 

See this article

Go to Google Drive settings and set your Client Storage folder See this article

Assignments

Error Message  Action
Create the student Google Drive folder first. You can only link files inside the student folder Ensure Google Drive is set up and connected and that a folder exists for the student. See this article

Search

Error Message Action
Something went wrong! Please try again Contact support
Error adding college to student, please try again Contact support
No exact match. If we found something close, it would appear below or widen your search. Update majors selections and search filters on the left panel

Help

Error Message Action
Unable to send message. Please try again. Contact us via email at support@counselmore.com with your issue
'Max size of attachments is 10MB' Upload a smaller attachment or email support directly at support@counselmore.com 

Google Drive Settings

Error Message Action
Something went wrong. Contact support
Unable to untrash folder.

This usually occurs when you permanently delete a folder through Google Drive. You can check if the folder is in trash - Open your Google Drive in a separate tab. Search the name of the folder. If found, move the folder out of trash. Refresh CounselMore to restore the connection to the folder.

Please select a folder for Client Storage first.

More than likely your Google Auth has expired. Please check the Files tab under one of your students to ensure you are logged into Google. You may also see this alert if this folder was deleted manually through Google Drive. Rest assured CounselMore did not delete this folder.

You are signed in with a different account that the one that was use to configured the Drive client folder. Please sign in with the correct account Sign into the correct account first and if persists Contact support. 
Unidentified Business Email Address Counselor has not identified their business email address in their Settings > My Business Set up

Invoice

Error Message Action
There may have been an issue when loading then your invoice. Please try again, if this error persists contact us at support@counselmore.com Contact support
No eligible contacts were found. Ensure contacts are enabled and have email addresses in student profile and try again. Go to Student Profile > Contacts > Add contacts and ensure the parent icon to the left is turned green.
There may have been an issue when sending your invoice. Please check the messaging tab to see if your email went out and contact us at support@counselmore.com Check messages tab, then contact support

Create student

Error Message Action
Couldn't copy custom template folders for ${this.student.name}. See this article
Couldn't create student drive folder for ${this.student.name} see this article

Broadcasting

Error Message Action
Couldn't delete broadcast. Contact support
Sorry but something went wrong on our end. Please submit a bug and we will update you as our fix progresses Contact support

Texting

Error Message Action
Please enter a phone number for this student to send a text. Go to Student Profile> add mobile phone number

Shared Files

Error Message  Action
Student/Parent portal, does not have files Did counselor click both the portal lock icon AND the folder icon at the time of inviting student/parent?
Inappropriate File - unable to share - known Google issue Click here for more info

 

Error Message

Action

Couldn't get student folder.

Please go to Settings > Google Drive, sign out and sign back in. If issue persists contact support.

 

Could not upload file, please try again, also consider uploading files with size less than 5MB. Click on the menu > Open student folder > upload file into folder in the Google Drive tab that opens
Could not delete file, please try again Click on the menu > Open student folder > delete file in the Google Drive tab that opens
Please set the student grad year first Open Student Profile > select a grad year
Please set the Storage Folder first See this article
Couldn't create student drive folder for ${this.student.name} Go to Settings > Google Drive, sign out and sign back in. Ensure a Client Storage folder is selected
Can't import the same student folder. Please select another folder or file to import
An error occurred trying to create the folder, please try again Go to Settings > Google Drive, sign out and sign back in. Ensure a Client Storage folder is selected
Couldn't import file, please try again Go to Settings > Google Drive, sign out and sign back in. Ensure a Client Storage folder is selected
Unable to untrash folder. This usually occurs when you permanently delete a folder through Google Drive. You can check if the folder is in trash - Open your Google Drive in a separate tab. Search the name of the folder. If found, move the folder out of trash. Refresh CounselMore to restore the connection to the folder.
Couldn't copy custom template folders for ${this.student.name}. Ensure a student folder exists for the student. Go to Settings > Google Drive, sign out and sign back in.
Don't panic.  This student folder was not found. You may be logged into a different Google  account. If this issue persist use the "link to existing folder"  button to re-connect this students folder.  Go to Settings > Google Drive, sign out and sign back in. Ensure a Client Storage folder is selected.  Open the client storage folder in a new tab,  select the grad year folder  for the student, and find the student's folder. Once confirmed that the folder  exists,  go back to CounselMore, open student’s File tab and select ‘Link Existing Folder’. Select the folder in the window that pops
up
Couldn't link folder ${name}. Go to Settings > Google Drive, sign out and sign back in. Ensure a Client