---
title: Known Issues
description: List of all known issues currently on TRAK including status updates. Updated fornightly.
---

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1. [TRAK Support](https://knowledgebase.traklms.com/knowledge?hsLang=en)
2. [Known Issues](https://knowledgebase.traklms.com/knowledge/known-issues?hsLang=en)

# Known Issues

## List of all known issues currently on TRAK including status updates. Updated fornightly.

| **Issue** | **Status** | **Created** | **Updated** |
| --- | --- | --- | --- |
| **Certificate preview** Preview of certificate does not show the template design for **Certificate Admins**. **Workaround:** Change PDF print settings to: margins=none and allow background graphics. | Backlog | 12/07/2024 | 12/07/2024 |
| **Prerequisites** Example: If Module A is a prerequisite for Module B, and user completed Module A, they become eligible to start Module B. However, if an admin adds Module C between Module A and Module B, changing the prerequisite logic to A \> C \> B, an error occurs. User is now eligible to start Module C and Module B. | Under investigation | 21/06/2024 | 21/06/2024 |
| **Incorrect timestamp/timezone for calendar integrations - ical** ical timestamp/timezone no longer syncs correctly. *This has been removed in the interim until the issue is resolved.* | Under investigation | 23/07/2024 | 30/07/2024 |

### Resolved

| **Issue** | **Status** | **Created** | **Updated** |
| --- | --- | --- | --- |
| **Completions missing on Profile pages and Gap reports** Some training history / completions will be missing from profile pages and gap reports. | Resolved | 01/11/2024 | 12/01/2026 |
| **Analytics Exports Date Filter** Does not reflect the end date placed into the Date filter due to the fact that the dates are in UTC format. e.g. Adding 31/12/2024 will provide dates up to 30/12/2024.  **Workaround:** Add an additional day to the end date e.g. 01/01/2025 | Resolved | 16/01/2025 | 12/01/2026 |
| **Loading eLearning Module** Where the button to launch the elearning module is meant to be, there is a constantly spinning icon. **Workaround:** Refresh the page. | Resolved | 07/07/2025 | 12/01/2026 |
| **Data Extracts** Impact - user extract only. Their profiles show the correct job position | Resolved | 31/05/2024 | 26/11/2024 |
| **Markdown editor formatting issues** This occurs when adding images & videos, formatting can be lost. | Resolved | 31/05/2024 | 12/11/2024 |
| **Connection Lost** Intermittent "Connection Lost" messages related to internal API call. Refreshing/hard reload will resolve the issue | Resolved | 28/06/2024 | 15/07/2024 |
| **Intercom** Intermittently, some users are not getting added to Intercom. Impact - some users may not receive invitation emails. | Resolved | 31/05/2024 | 20/06/2024 |
| **Logo** Width restriction is too short. Impact: long logos are now smaller | Resolved | 11/06/2024 | 20/06/2024 |
| **Prerequisites** This issue occurs when 2 learning resources share the same prerequisites (conditions). The most recently added condition won't pick up old completions. Example: If Module A is a prerequisite for Module B, and user completed Module A, they become eligible to start Module B. However, if an admin adds Module C between Module A and Module B, changing the prerequisite logic to A \> C \> B, an error occurs. The system fails to recognise user's eligibility for Module C, leaving him stuck and unable to proceed. User can still skip and start Module B. | Resolved | 31/05/2024 | 21/06/2024 |
| **Learning records** Some learning records have an invalid timestamp. Because of that, the profile page and some learning resources page are broken | Resolved | 20/06/2024 | 08.072024 |
| **Gap Reports** Missing records from Gap Reports - Majority has been resolved, 500 records left to populate | Resolved | 28/06/2024 | 21/10/2024 |
| **Intercom** Sign up value is currently invalid. | Resolved | 06/03/2026 | 05/08/2024 |

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