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Troubleshooting

This hub covers the most common issues across Kazinex products. If you cannot find an answer here, use the contact information at the bottom.

General account issues​

Cannot log in

  • Confirm the email address matches your invitation.
  • Use the Reset password link on the login page.
  • If your organization uses SSO, check with your IT admin that your account is provisioned.

Cannot see a project

  • Confirm you have been added to the project by the project admin.
  • Check that your role includes view access.

Invitation email not received

  • Check your spam or junk folder.
  • Ask the admin to resend the invitation from the Team management panel.

Planner​

XER or MPP file fails to import

  • Confirm the file was exported from a supported version of Primavera P6 or Microsoft Project.
  • Check the file is not corrupted by opening it in the source application.
  • Reduce the file size by removing unused resources or activities before exporting.

Schedule displays incorrect dates

  • Confirm the calendar and timezone settings in the source application before exporting.
  • Check the data date in the upload details panel.

Quality check score lower than expected

  • Review the quality check breakdown for specific failing checks.
  • See the quality overview guide for remediation steps.

Report Forge​

Report outputs show blank values

  • Confirm the blueprint is bound to the correct Planner project.
  • Check that the data date in Planner is within the expected range.

Export fails or produces a corrupt file

  • Reduce the number of components on the blueprint and try again.
  • Check for unsaved changes in the editor and save before exporting.

Blueprint missing from the project

  • Confirm you have the correct blueprint permissions for the blueprint's owner.

Workflows​

Document upload fails

  • Check the file size limit for your plan.
  • Confirm the file format is supported.

Transmittal not received by external party

  • Confirm the recipient email address is correct.
  • Check the transmittal has been approved and dispatched.

Review action missing from dashboard

  • Confirm you are a named reviewer on the workflow.
  • Check your notification settings to ensure you received the assignment notification.

Contact support​

If none of the above resolves your issue, contact the Kazinex support team:

  • In-app: Select the Help icon in the navigation bar and choose Contact Support.
  • Email: support@kazinex.com
  • Response time: Professional and Enterprise plans receive priority response.