Recent support issues

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Issue Number: 3

Issue Title: Unable to add KPIs

Status: Resolved

First Reported: 18-Apr-2025

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If you are not able to add a KPI, please check that the KPI your are trying to add is not an existing KPI or Objective that is inactive on a previous year. You can check this by going to Inactive screen and get all inactive items. 

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To fix the issue, try giving the KPI a different name or reactivating the existing KPI. See https://www.kippy.cloud/inactivate for more details.

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Issue Number: 2

Issue Title: User unable to login with SSO after long period of inactivity

Status: Resolved

First Reported: 18-Apr-2025

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If your users are not able to login via SSO after leaving the browser inactive for a few hours/days, please check the email address of the user in SSO matches the kippy username - including the lowercase and uppercase of the email address. 

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To fix this issue, make sure the email address in SSO matches the username in kippy exactly. 

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As a workaround, clear all your cookies and start the login process again from kippy.cloud/login 

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Issue Number: 1

Issue Title: Forgotten password email not received

Status: Resolved

First Reported: 18-Apr-2025

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If your users are not receiving an email after clicking forgotten password, this could be because your mail server is treating those incoming emails as SPAM. This is a common issue with Microsoft Defender which is quite restrictive by default and causes these false-positives.

 

To fix this issue, please contact YOUR tech team to check your email server settings and white-list emails from support@kippy.me

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As a workaround, your kippy system admin can add an alias for your user, to include e.g. your personal gmail address. Now, when you click Forgot Password, the reset password email will also be sent to your personal email (which hopefully doesn't identify the email as SPAM). 

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If this doesn't work, you can ask your kippy system admin to contact kippy support who will get your logged in by other means whilst your mail server issue is resolved. 

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