JobAdder Troubleshooting Guide

 This page explains what to check when Allsorter is not working as expected with JobAdder. Issues may be caused by Allsorter, JobAdder, the JobAdder integration, user access, candidate records, or attached resume files. Before following the troubleshooting steps, first check whether JobAdder is experiencing a known outage, service issue, or scheduled maintenance. 

JobAdder’s status page shows current system status, recent incidents, and maintenance updates. If JobAdder is experiencing an outage or scheduled maintenance, the Allsorter integration may not work as expected until JobAdder resolves the issue. 

If the JobAdder status page shows an active issue, wait until the incident is resolved before continuing with detailed troubleshooting. If JobAdder shows all systems are operational, continue with the steps below. 

Admin: Relinking JobAdder and Allsorter

If you encounter the following error while attempting to log in through JobAdder, it indicates that the access token has either expired or is no longer valid:

This issue may occur if the JobAdder admin account is changed, if the access token has expired, or if the token was unable to refresh for other reasons. To resolve this, please follow the steps below:

1. Log in via the Standalone Link using an Allsorter  Org Admin or Org Manager account 
   
2. Click on 'Reset Password'
3. Once you receive the password reset link, set up a password
4. Log in using that password
5. Navigate to 'settings' in Allsorter
6. On the Organisation Dashboard, go to the Integrations tab.
7. Click Unlink Integration.
   
8. Then, link it again – this will restart the connection and generate a new token
9. Now you and your team can access Allsorter through JobAdder. The standalone password is now overwritten and no longer valid.

Clear your cache and cookies

If the ATS status page does not show any active issues, the next step is to clear your browser cache and cookies.

Cached browser data can sometimes stop Allsorter from loading correctly, especially after an update or if your browser has stored an older session.

To clear your cache and cookies:

1. Open your browser settings.
2. Go to Privacy and security.
3. Select Clear browsing data.
4. Choose Cookies and other site data and Cached images and files.
5. Clear the data.
6. Close your browser completely.
7. Open the browser again and log back in to your ATS.
8. Try opening Allsorter again from the candidate profile.

Note: If the issue continues, try using another browser, such as Chrome or Microsoft Edge, before moving to the next troubleshooting step.

Cannot find the Add User button

If your account is connected to an ATS, you may not see an Add User button inside Allsorter.

This is expected. ATS-integrated accounts cannot add users directly from the organization user table within Allsorter.

For ATS-integrated accounts, users are usually added when they access Allsorter through the ATS for the first time. This allows Allsorter to create the user based on their ATS access and permissions.

If a user cannot access Allsorter through the ATS, check that:

1. The user has access to the correct ATS account.
2. The user has permission to open candidate records.
3. The user is opening Allsorter from the correct candidate profile or action menu.

Important: Do not try to add ATS-integrated users manually from Allsorter. If the user still cannot access Allsorter after checking the above, contact Allsorter Support.