How to troubleshoot common onboarding completion issues {[105](https://cadence.slite.com/app/docs/L-R8o97g6K0Txm/How-to-create-a-multi-step-onboarding-experience)}

Troubleshoot Common Onboarding Completion IssuesThe Reset Onboarding feature in Cadence allows you to identify and resolve issues preventing attendees from completing their onboarding process. From the Onboarding › Reset section, you can diagnose specific problems, reset individual attendees' onboarding progress, and ensure they can successfully access your event.
When to useWhen attendees report they can't complete the onboarding process
When you notice low completion rates in your onboarding metrics
When testing changes to your onboarding configuration
When attendees encounter error messages during onboarding
You must have System Administrator or Event Manager permissions to troubleshoot and reset onboarding for attendees.
How to do itLog in to your Cadence Admin account.
Navigate to your event dashboard.
Select "Onboarding" from the left sidebar menu.
Click on the "Reset" tab at the top of the page.
Identify potential issues by reviewing completion metrics.
Low completion rates for specific steps indicate where attendees are encountering problems.
Search for affected attendees by entering their name or email in the search field.
Filter results by completion status using the dropdown menu.
Review the specific onboarding step where attendees are getting stuck.
Check your onboarding configuration for common issues:
Required fields that aren't properly configured
Custom fields with validation errors
Terms & Conditions that may be unclear
Video content that isn't loading properly
Fix any configuration issues you identify.
Changes to onboarding settings will affect all users who haven't completed onboarding yet.
Select the affected attendee in the search results.
Click the "Reset" button next to their name.
This will clear all of their onboarding progress, requiring them to start over.
Confirm the reset when prompted.
Notify the attendee that their onboarding has been reset.
Ask them to try completing the process again.
Monitor their progress to ensure they can complete onboarding successfully.
TroubleshootingIf attendees continue to have issues after resetting:
Verify that all custom fields are properly configured with valid options
Ensure the onboarding flow is enabled in the Settings tab
Check that required fields don't contain validation errors that prevent completion
Test the onboarding flow yourself by resetting your own account