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Technical Issues and Troubleshooting

Technology is supposed to make background checks easier, but sometimes it feels like your computer is actively working against you. Can't upload that document? Website won't load? Email disappeared into the digital void? Take a deep breath—most technical issues have simple solutions.

We've seen every technical problem imaginable, and the vast majority can be fixed in minutes. Here's your guide to solving the most common issues without throwing your laptop out the window.

Portal Access Problems

Problem: "I can't log into the background check portal"

Most Common Causes:

  • Using an old or incorrect link
  • Browser cache storing outdated information
  • Cookies being blocked
  • Password issues

Step-by-Step Solutions:

  1. Check Your Email for the Most Recent Link
    • Look for the most recent email from CIChecked
    • Use the link from that email, not a bookmarked page
    • Make sure you're clicking the full link (sometimes long URLs get cut off)
  2. Clear Your Browser Cache and Cookies
    • Chrome: Settings > Privacy and Security > Clear Browsing Data
    • Firefox: Settings > Privacy & Security > Clear Data
    • Safari: Safari Menu > Clear History
    • Edge: Settings > Privacy & Security > Clear Browsing Data
  3. Try a Different Browser
    • If Chrome isn't working, try Firefox, Safari, or Edge
    • Sometimes browser extensions interfere with portal access
    • Private/Incognito mode can help bypass extension conflicts
  4. Check for Browser Updates
    • Outdated browsers sometimes have compatibility issues
    • Update to the latest version if available
  5. Disable Browser Extensions Temporarily
    • Ad blockers and privacy extensions sometimes block legitimate functions
    • Try accessing the portal with extensions disabled

Still Not Working? Call us at (518) 271-7546. We can generate a new access link or walk you through access step-by-step.

Document Upload Issues

Problem: "My documents won't upload"

File Size and Format Issues:

Most upload problems are caused by files that are too large or in unsupported formats.

Supported Formats:

  • PDF (preferred)
  • JPG/JPEG
  • PNG
  • DOC/DOCX (for some document types)

File Size Limits:

  • Maximum 10MB per file
  • If your file is larger, you'll need to compress it

How to Reduce File Size:

For Photos/Scanned Documents:

  • Use your phone's built-in document scanner
  • Scan at 150-300 DPI (not 600+ DPI)
  • Save as JPG with medium quality settings
  • Crop to show only the relevant document

For PDFs:

  • Use "Save As" and select "Reduced Size PDF"
  • Use online compression tools (SmallPDF, iLovePDF)
  • Break large multi-page documents into smaller files

Connection and Browser Issues:

  1. Check Your Internet Connection
    • Slow or unstable connections cause upload failures
    • Try uploading on a different network (mobile hotspot, different WiFi)
    • Wait for stronger connection if using mobile data
  2. Try Different Upload Methods
    • Some browsers handle uploads better than others
    • Mobile browsers sometimes struggle with large files
    • Desktop browsers generally more reliable for document uploads
  3. Upload One File at a Time
    • Don't try to upload multiple large files simultaneously
    • Wait for each upload to complete before starting the next

Document Quality Issues:

Make Sure Your Documents Are:

  • Clearly readable (not blurry or dark)
  • Complete (don't cut off edges or important information)
  • Right-side up (rotate before uploading if needed)
  • Free from glare or shadows

Common Document Problems:

  • Photos taken at an angle
  • Text that's too small to read
  • Partial pages or cut-off information
  • Handwritten notes that are illegible

Email Communication Problems

Problem: "I'm not receiving emails from CIChecked"

Check Your Spam/Junk Folder: This is the #1 cause of "missing" emails. Background check emails sometimes trigger spam filters because they contain personal information and legal language.

Look for emails from:

  • @cichecked.com
  • @commercialinvestigationsllc.com
  • Any emails with "background check" or "CIChecked" in the subject line

Add Us to Your Safe Senders List:

Gmail:

  • Open any email from us
  • Click the three dots menu
  • Select "Add to Important" or "Never send to Spam"

Outlook:

  • Go to Settings > Mail > Junk Email
  • Add our email domains to Safe Senders list

Apple Mail:

  • Add our email addresses to your Contacts
  • Mark our emails as "Not Junk" if they appear in spam

Yahoo Mail:

  • Add our email to your Address Book
  • Create a filter to always deliver our emails to inbox

Email Address Issues:

Double-Check Your Email Address:

  • Typos in email addresses are more common than you'd think
  • Make sure you used the same email address throughout the process
  • Check that your email account isn't full or over quota

Corporate Email Issues:

  • Company email systems sometimes block external emails
  • IT departments may filter background check emails as security risks
  • Consider using a personal email address for background check communications

Email Provider Issues:

  • Some email providers are more aggressive about filtering
  • Consider using Gmail or Outlook if you're having persistent issues
  • Check with your email provider about delivery issues

Mobile vs. Desktop Compatibility

Mobile Limitations:

While our portal works on mobile devices, some functions work better on desktop:

Better on Desktop:

  • Document uploads (especially multiple files)
  • Filling out complex forms
  • Digital signatures
  • Reviewing detailed reports

Works Fine on Mobile:

  • Basic form completion
  • Checking status updates
  • Uploading simple documents (photos)
  • Reading emails and instructions

Mobile Tips:

  1. Use WiFi, Not Mobile Data
    • Document uploads can use significant data
    • WiFi connections are generally more stable
    • Avoid uploading on weak cellular connections
  2. Rotate Your Phone for Forms
    • Landscape mode often provides better form visibility
    • Makes typing in longer text fields easier
  3. Use Your Phone's Document Scanner
    • Built-in scanners usually produce better quality than photos
    • Most phones have this in the Notes or Files app
    • Results in properly formatted PDF files
  4. Consider Desktop for Complex Tasks
    • If you're struggling with mobile, switch to desktop
    • Much easier to manage multiple documents
    • Better for reviewing and editing longer forms

Browser-Specific Issues

Chrome Issues:

  • Clear cache and cookies regularly
  • Disable ad blockers temporarily
  • Check for extension conflicts
  • Try Incognito mode for testing

Safari Issues:

  • Enable cookies and JavaScript
  • Clear website data for our portal
  • Update to latest Safari version
  • Try different network if using iPhone

Internet Explorer/Edge Issues:

  • Internet Explorer is no longer supported
  • Update to Microsoft Edge or use different browser
  • Clear browsing data if using Edge

Firefox Issues:

  • Check Enhanced Tracking Protection settings
  • Disable strict privacy settings temporarily
  • Clear cookies and site data
  • Try Firefox in Safe Mode

Common Error Messages and Solutions

"Session Expired" or "Please Log In Again"

  • Normal security feature after periods of inactivity
  • Simply log back in with the link from your email
  • Save your work frequently to avoid losing progress

"File Format Not Supported"

  • Convert your document to PDF or JPG
  • Don't use proprietary formats like Pages or uncommon image types

"Connection Timed Out"

  • Usually indicates slow internet connection
  • Try again with stronger connection
  • Break large uploads into smaller files

"Page Not Found" or "404 Error"

  • You may be using an old or incorrect link
  • Check your email for the most recent portal link
  • Clear browser cache and try again

When to Call for Help

Call Us Immediately (518) 271-7546 If:

  • You've tried multiple troubleshooting steps without success
  • You're facing a deadline and can't resolve the issue
  • You're getting error messages you don't understand
  • You need to upload documents but can't get uploads to work

What to Have Ready When You Call:

  • The email address you used for the background check
  • Details about what you were trying to do when the problem occurred
  • Any error messages you received (screenshot if possible)
  • What device and browser you're using

Preventing Future Technical Issues

Best Practices:

  • Use a desktop or laptop for complex tasks
  • Keep your browser updated
  • Use supported file formats (PDF, JPG)
  • Maintain stable internet connection for uploads
  • Save progress frequently
  • Don't wait until the last minute to submit documents

Email Management:

  • Add our email addresses to your contacts immediately
  • Check spam folder regularly during the background check process
  • Use a reliable email provider for background check communications

The Bottom Line

Most technical issues with background checks are simple to fix once you know what to look for. The key is methodical troubleshooting: try the simple solutions first, then work your way up to more complex fixes.

Remember: we're here to help. Don't spend hours fighting with technology when a quick phone call can solve the problem in minutes. Our technical support team has walked thousands of people through these exact issues.

We want your background check to be smooth and stress-free. Technical problems shouldn't stand between you and your next job opportunity.