Troubleshooting & FAQ

Most control problems trace back to the activation conditions: a control stays Inactive until it is complete, and a Plan only generates tasks for controls that are already active. The answers below cover that, plus editing, bulk changes, and where to read a control's compliance status.

Frequently asked questions

Why does my control keep "Inactive" status?

A control only becomes "Active" when all the following conditions are met:

• The "Valid from" date is in the past and "Valid to" in the future (or empty)
• At least one Asset is linked to the Control
• At least one Plan is linked to the Control

Solution:

1. Check validity period - Go to Details tab and set correct dates
2. Link an asset - Go to Assets tab and select relevant business resources
3. Link a plan - Go to Plans tab and select an appropriate schedule
4. Refresh the page - Status update may require a browser refresh

Can't I edit a control after creating it?

Controls can always be edited, regardless of their status.

Solution:

1. Click on control name in the overview
2. Details tab opens where all fields are editable
3. Make changes and click "Update" to save

Possible causes of problems:

• Browser cache - try hard refresh (Ctrl+Shift+R)
• Insufficient rights - ask administrator for edit permissions

How can I manage multiple controls at once?

Selecting several controls at once lets you assign an owner, archive, or delete them in a single action.

Available bulk operations:

• Assign owners - Select controls and assign the same owner
• Archive - Move multiple controls to archive
• Delete - Permanently delete selected controls

Bulk workflow:

1. Select controls with checkboxes on the left in the overview
2. Relevant buttons appear at the top of the table (Archive, Delete, Assign)
3. Choose desired action and confirm

Not possible for bulk operations:

• Edit control descriptions
• Adjust framework references
• Manage individual attributes

Why am I not getting automatic tasks from my Plan?

Plans only create tasks for active controls that meet all conditions.

Check the following points:

1. Control status - Must be "Active" (green)
2. Plan linking - Control must be linked to a Plan via Plans tab
3. Asset linking - At least one asset must be linked
4. Plan timing - Plan schedule determines when tasks are created

Plan troubleshooting:

1. Go to control Details and check all tabs
2. Verify that Plan is active - Inactive plans don't create tasks
3. Check Plan scheduling - Some plans only work on specific dates
4. Wait for next cycle - Tasks are created according to plan frequency

Where do I find the compliance status of my control?

The status shows as a dot in the overview, as a percentage on the dashboard, and in full detail on the control itself.

Compliance status locations:

• Controls overview - Status column shows green/red/gray dots
• Dashboard widgets - Assigned/Implemented/Audited percentages
• Control details - Detailed status information and history

Status meanings:

• Green - All tasks completed and tests passed
• Red - Overdue tasks or failed tests
• Gray - No tasks or tests linked yet

If status is incorrect:

1. Refresh page - F5 for updated information
2. Check task status - All tasks must be "Closed" for green
3. Re-run tests - Click "Refresh" on failed tests
4. Check deadlines - Tasks without deadline count as compliant

See Implementing and testing controls for detailed status explanation.

Common problems

Automated tests remain in "Error" status

This is almost always the integration, not the test itself. Try disconnecting and reconnecting it first.

Test execution problems:

• Tests don't start after clicking "Refresh"
• Permanent "Error" status despite working integration
• "Not executed" status doesn't change to result

Solutions:

• Restart integration - Disconnect and reconnect external system
• Update credentials - Refresh API keys and permissions
• Contact technical support - With specific error logs

For technical integration problems, see Getting started with Integrations

Tasks are not automatically assigned

Problem: Plan creates tasks but they don't get an owner.

Possible causes:

• Control has no owners - Owners, Executors or Assessors missing
• Plan configuration - Plan doesn't assign default assignees
• Asset owners missing - Tasks per asset but assets have no owners

Solutions:

1. Assign control owners - Go to Details and set Owners, Executors, Assessors
2. Check asset owners - Assets must have owners for asset-specific tasks
3. Manual assignment - Manually assign pending tasks via Tasks page

Control attributes cannot be added

Both the title and the value have to be individually confirmed with 'Add item' before the attribute itself will save.

Error scenarios:

• "Add attribute" button doesn't work
• Title or value fields don't accept input
• Attributes disappear after saving

Troubleshooting:

1. Add item - Title and value must each be individually confirmed with the 'Add item' button after filling in.
2. Check field validation - Title and value cannot be empty
3. Use dropdown suggestions - Select existing values where possible

Attribute workflow:

1. Click "Add attribute"
2. Fill in title and press Enter or click "Add item"
3. Fill in value and press Enter or click "Add item"
4. Click "Add" to save definitively

Attribute management tips:

• Reuse existing titles for consistency
• Use short, clear values
• Delete via trash icon on mouse hover

Still can't figure it out?

Send an email to support@tidalcontrol.com, and we'll get back to you as soon as possible.