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Mercury Troubleshooting Guide

Use this guide to check and resolve common issues when using Allsorter with Mercury.

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

Before you start troubleshooting, check with Mercury Support to confirm whether there are any known issues affecting Tracker or the Allsorter integration.

If Mercury is experiencing an outage, service issue, or scheduled maintenance, the Allsorter integration may not work as expected until Mercury resolves the issue.

If Mercury confirms that there are no known issues, try the following basic checks:

  1. Refresh the page and try opening Allsorter again from the candidate profile.
  2. Log out of Mercury and log back in.
  3. Clear your browser cache and cookies.
  4. Close your browser completely, then reopen it.
  5. Try using another supported browser, such as Chrome or Microsoft Edge.
  6. Check that the candidate record has a resume attached.
  7. Check that you have the correct Mercury permissions to access the candidate record and use the integration.
  8. Make sure you are opening Allsorter from within Mercury, rather than trying to access it directly from Allsorter settings.

If you still cannot access Allsorter after completing these checks, contact support@allsorter.com and include the following details:

  • The browser you are using
  • A screenshot of the issue or error message with a visible timestamp
  • Confirmation that Mercury Support has not identified any active issues