Troubleshooting

If the page does not load

• Refresh the page once and confirm that your connection is stable.
• Try the experience again from the relevant navigation item.
• Ask your Client Admin whether the experience is available to your organization.
• If the problem continues, note the page and the action that failed before asking for help.

If you cannot sign in

Use the email address associated with your account and the password you set during setup. If an invitation has expired or your email is not recognised, ask the person who manages your organization's membership for help. Do not forward the invitation link.

• If you see "Your session has ended. Sign in again to return to your work," this is expected: Stride signs you out 14 days after your last sign-in, even if you were active the whole time, and there is no separate timeout for being idle. After signing in again, saved progress remains available. Unsaved text and page selections may need to be entered again; returning to the page does not restore every unfinished action.

If your profile or identity looks wrong

Open Profile → Privacy Controls and review profile visibility, work-email opt-in, anonymity, and per-item attribution separately. Remember that Spotlight Success Stories use real names and that manager context follows active direct-report assignment.

If a prompt is not visible

Check the prompt state. Draft, Awaiting manager recommendation, Manager recommended · awaiting final content review, Changes requested, Archived, and Superseded versions are not the current learner-visible version. Only an Approved current version is learner-visible; a Changes requested version can be edited and resubmitted.

If a challenge window has closed

You can still submit for practice after the points window closes, but the completion earns zero points. The challenge's in-window state determines whether points are available.

If BYTE is busy or rate limited

If BYTE is busy or you reach its rate limit, wait briefly and try one concise question again. You can continue the task using the relevant article or navigation while BYTE becomes available.

If Discussion Forums or Messages are unavailable

For Discussion Forums, confirm that you are viewing your organization-scoped space. For Messages, confirm that the peer connection has been accepted. If the space still does not appear, ask your Client Admin whether your access is available.

If a resource or save is missing

Check the resource catalog filters, audience, status, and link health. If a saved resource is missing, refresh the catalog and confirm you are using the same account that saved it. Ask your Client Admin whether the resource remains available to your audience.

If a reward is unavailable

Check your available BUX, personal monthly cap, per-reward limit, and any approval queue. An item can be unavailable because its cap is reached, its stock or eligibility changed, or an approval decision is pending.

If a report shows Withheld or No data

Withheld means a qualifying result exists but is intentionally not shown because the cohort needs privacy protection. No data means there are no qualifying records. Neither label means zero; check the selected period and cohort before asking your Client Admin for help.

Your organization can configure the minimum cohort size (5 by default) that reporting requires before showing a result; ask your Client Admin what threshold your organization uses if a report seems sparser than expected.

If Guided Walkthrough cannot continue

If the guide is unavailable or your place could not be saved, choose Try Again before continuing. If it says your walkthrough changed in another session, choose Load Latest Progress to continue from the latest saved place.

• If part of a page is not available yet, retry or use Skip Section in the guide.
• Use Profile to resume the guide later. Choose Start Fresh only when you want to restart the walkthrough.
• If the guide remains unavailable, tell your Client Admin which role view and step you were using.

If you see Stride has not started yet

Your organization is still preparing Stride, and a Client Admin has not started it yet. You can finish onboarding and your assessment now. Daily activities open when your Client Admin starts Stride.

• If a target start date is shown, that is when your organization plans to start. If none is shown, your Client Admin will share it there.
• Choose Complete onboarding or Profile and assessments to finish what is available now.
• Choose Check launch status to refresh the page after your Client Admin starts Stride.
• If you are a Manager, Executive, or Client Admin, Open preparation dashboard takes you to your own view.
• Client Admins start Stride from the Admin setup guide once every step is complete.

If an invitation link has expired

A personal invitation link works for 7 days. A shared join link works for 24 hours, 48 hours or 1 week, as the admin chose. After that, Stride tells you the invitation has expired and the link cannot be reused.

1. Do not try the old link again or forward it.
2. Ask your Client Admin for a new invitation, or for a new shared link.
3. Use the newest message you receive to join.

If a monthly survey does not show

Monthly surveys appear only when your organization has turned them on. Each member gets a Check-in 30 days after they finish onboarding and then every 30 days, so there can be nothing to answer between Check-ins.

• A due survey opens as a pop-up when you sign in, after the privacy notice, and stays until you submit it with at least 3 answers or skip it.
• Open Profile, then Assessments, to start a survey. If nothing is open, the page says No surveys right now.
• A survey that has closed or been submitted is read only.
• If the page says surveys are unavailable, check Assessments again later.

If the Surveys page says Survey activation is pending

This message appears for Client Admins when monthly surveys have not been made available for your environment yet. The option to enable monthly surveys stays unavailable until they are. Ask your Stride contact when surveys will be available.

• This is not a problem with your organization's settings.
• Until surveys are turned on and a survey opens, Managers see No team check-ins are available, and Executives see No monthly survey results are available yet.

If you cannot find a role view or the view switcher

The view switcher appears only when your account can reach more than one view. Each view has its own requirement.

• Evolver: your account takes part as an Evolver. Executives and Client Admins can opt in from Profile.
• Manager: you have Manager access, or you have Manager Capability, which a Client Admin can give you and which an Executive or Client Admin can also choose at first login.
• Executive: you are an Executive or a Client Admin.
• Creator: a Client Admin has given you the Creator capability.
• Admin: you are a Client Admin.
• If a view you expect is missing, ask your Client Admin to check your access.

If an Executive view says the selection is unavailable

This reporting selection is unavailable means the scope or period you chose cannot be reported right now. Choose Entire organization and All recorded activity to return to the full view, then narrow it again.

• Reporting details are withheld for privacy means the group is too small to show.
• Reporting details are unavailable until there is reportable activity means no qualifying activity exists yet.
• Neither message means zero.

If a skill will not download

If Stride says it could not download a skill, try again once. If it keeps failing, refresh the page, check your connection, confirm you are signed in, and choose Download skill again.