Troubleshooting common problems
How to use this page
Most things that look like faults in Qrtr are the system doing what it was configured to do. This page is organised by symptom — find the thing you are seeing, and it will tell you what is usually behind it and where to go next.
If the answer here does not resolve it, the fuller explanation is always in the article named at the end of each answer.
Checks and scores
My result says "Provisional" and I cannot email it
This is the single most common question, and it is not a fault. A check result stays provisional until a person approves it, and provisional results cannot be distributed. The Send Results via Email button is present but disabled, and the status card explains that human approval is required.
Someone with approver permission needs to open the report and approve it. Once they do, the result is locked and can be sent.
Nothing is wrong with the document, but it is still sitting there
Almost always it is waiting on a person rather than on the system. Open Insights — the time saved and blockages report lists everything currently stuck, how long each item has been waiting and who it is waiting on, worst first. It also offers Reassign and Send reminder against each stalled item.
If the same name keeps appearing at the top of that list, reassigning is better than waiting.
The score changed and I did not change the document
Check whether the quality profile changed underneath you. Every check runs against the profile as it stood at that moment, so a requirement switched off, a requirements document replaced, or a reference document added will all shift the score without the document being touched.
Every Check run and In Fix run show which version of the Quality Profile was used. Make sure these are the same. If they are the same then its possible an edge case has landed with a different result in the different runs. Have a look to see the issue counts and severities to identify a difference.
Note that Qrtr is designed to return the same results for the same results but on edge cases - where even a human might go either way - we occasionally return a different outcome either in terms of the issue itself or the issue severity, which can change the document score.
A specific finding looks plainly wrong
Open Show requirement on the issue and read the original wording. Most disputed findings turn out to be accurate readings of a poorly worded requirement — which is fixable at source, and fixing it once is worth more than dismissing the same finding on every future check.
Scores are low across documents I know are good
The requirements are probably too numerous, too granular, or drawn from the wrong source file. Open the requirements editor and read what was actually extracted. Switching off requirements that are not genuinely assessable in the deliverable is legitimate; switching off inconvenient ones quietly inflates your results.
Most of my findings say "Missing"
A Missing anchor means Qrtr could not locate the relevant content at all. A handful is normal. If findings are dominated by them, the requirement document is probably describing a different deliverable than the one being checked.
The same reference keeps producing citation findings
Check that the reference attached to the project is the same edition the document cites.
The review workflow
I have been asked to review something but cannot find it
Reviews reach you through email and the notification bell and your home page rather than by hunting through projects. If you are seeing nothing at all, check your notification settings in User settings.
I am an admin but cannot review or approve
Being an Admin does not automatically make you a reviewer or an approver. Those are separate permissions, set per person in Users & Access, and a Member can hold both. An org admin needs to switch the relevant toggle on.
The reviewer's comments are not appearing in my Fix Queue
They should arrive as the reviewer works, not only when the review is handed back. If nothing is arriving, confirm the document is actually in In Review status rather than still sitting with you.
It has been approved and now I need to change something
Approval locks the record deliberately — what was found, what was done about it and who accepted it is fixed at that point. That is the audit trail working as intended rather than an obstacle to route around.
I can see issues in the browser but cannot fix them
That is by design. Issues can be discussed and dismissed in the browser, but the fixing happens in Word through the add-in.
Projects, profiles and requirements
The Save button on the quality profile is greyed out
It stays greyed out until you actually change something. If you have made a change and it is still grey, the change did not register — try it again.
I edited the requirements but the score did not change
Requirement edits do nothing until you press Publish. Toggling a requirement off or adding a new one only stages the change; the right-hand panel shows a count of unpublished changes until you commit them as a batch.
My staged requirement changes have disappeared
Staged changes live in the browser session only. If you navigated away — the browser warns you first — they are gone. There is no recovery; the work has to be redone and published.
The requirements editor will not let me change anything
A grey message at the top of the right-hand panel says why. The usual causes are that extraction is still running, that another process currently has the document, or that you are looking at an earlier revision rather than the current one. Wait, or return to the current revision, and the controls come back.
A red "Requirements changed" banner is blocking my publish
Someone else published changes to the same requirements document while you were editing. Publishing is blocked so your batch cannot silently overwrite theirs. Use Discard local changes and load latest, then redo your edits on the current version.
On a shared requirements document, agree who is doing the pass before anyone starts.
I cannot delete a quality profile template
Published templates are locked and cannot be deleted. The available actions reduce to Clone and Unlock — and the fields are greyed out — until it is unlocked.
People and access
An external reviewer cannot get in
External reviewer access is a per-project setting. Check it is switched on for that project, and check whether they were given a guest link or expected to have an account — those are different routes.
Review the setting when an engagement ends: a project that no longer needs external review should not still allow it.
We removed someone and their work is in limbo
Reassign anything sitting with a person before removing them, otherwise reviews and approvals end up allocated to an account that no longer exists.
I signed out but I am still logged in elsewhere
Signing out ends the session on that device only. Use Active devices in the Account card to end the others.
The Insights numbers changed when I changed the date window, but the blocked count did not
That is correct. Effort saved is measured over the window you select, so it moves — but a stuck document is stuck today regardless of the period you are reporting on, so the blocked count and the longest queue time do not change with the window. It looks inconsistent if you are not expecting it.
The logs say "Resolved" but the issue list says "Closed"
They refer to the same thing from different angles. Closed covers everything no longer needing action, including requirements Qrtr found were satisfied.
Still stuck
If none of the above fits, the two places that will tell you what actually happened are Quality Logs, which holds the audit trail of every action against a document, and Insights, which tells you whether the work is blocked and on whom. Between them they answer most "why is this like this" questions without anyone having to guess.