Common questions

What this is

Most surprises have a simple reason. The answers below cover the ones people ask about most.

The answers

• I can't sign in. Five wrong passwords locks the account for fifteen minutes. Wait, then try again; if you have forgotten it, contact Clarity support - Clarity Resource cannot yet reset a password itself.
• Someone isn't in the Who's free list. They are booked somewhere else on one of the days, or they are on holiday or unavailable during the selection (the panel counts those), or the days are bank holidays.
• There's a red dot on a square. That person is booked on another project the same day. Use Show, then the Person drop-down, to find the other booking.
• My change disappeared. Changes need a connection. If Clarity Resource could not reach the server it reloaded to show what was really saved - paint it again once you are back online.
• There's a yellow bar across the top. You are looking at a saved copy, not the live plan. It goes when the connection comes back.
• There's a dark bar saying a new version is ready. Press Reload. Nothing is lost.
• My installed app still shows the old icon. The browser updates an installed app's icon itself when you open it, at most once a day, and may ask you to confirm. To change it straight away, uninstall and reinstall - nothing is lost, everything is kept on the server: in the app window open the menu at the top right (... in Edge, ⋮ in Chrome), choose Uninstall (leave "clear data" unticked), then open Clarity Resource in the browser and press Install the app. Pin it again afterwards. If the taskbar still shows the old picture, unpin and pin it once more - Windows keeps its own copy of a pinned icon.
• My personal link shows nothing. You are not booked on any site in those dates. Move to a different period.
• A personal link has stopped working. It has been switched off - links are disabled when someone leaves. Ask for a new one.
• Someone is listed on a project but has no days there. People stay on a project's list after their last shift. Active only hides them.
• The PDF is very small. It always fits on one page, so a long period shrinks. Export a shorter period, or one site, for a sheet you can read at a glance.
• The logo isn't on the PDF. It is an SVG. Upload a PNG or JPG instead.