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Vincere Troubleshooting Guide

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

This page explains what to check when Allsorter is not working as expected with Vincere. Issues may be caused by Allsorter, Vincere, the Vincere integration, user access, candidate records, or attached resume files.

Before following the troubleshooting steps, contact Vincere Support to confirm whether there are any known issues affecting Vincere, like an outage, maintenance, or service disruption, or their integration with Allsorter. 

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

Basic Troubleshooting

If Vincere 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 Vincere 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 Vincere permissions to access the candidate record and use the integration.
  8. Make sure you are opening Allsorter from within Vincere, rather than trying to access it directly from Allsorter settings.

If you still cannot access Allsorter after completing these checks, fill out the support form and include the following details:

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

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.
  4. The user is enabled in Allsorter, if it is a returning user. 

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

Org admins and managers for ATS-integrated accounts will not see an "Add User" button in the settings section of Allsorter since users get automatically provisioned through the ATS.