Support knowledge
Articles about known issues, workarounds, and special uses cases.
Connecting to Hyperproof Snowflake (SSR) using RSA key-pair authentication
As an admin and assignee of an issue, why can't I change the status or details?
Can I associate a repeating task with multiple controls?
Why can't I log into Hyperproof with email and password?
When I change a task status to In Progress, why does the button still show Submit?
Why won’t Excel (.xlsx), Word (.docx), or Powerpoint (.pptx) proof open in full screen?
Why am I getting a Forbidden error trying to pull Okta proof in my User Access Review using a Hypersync?
When a user receives an email with a link to "Reset password", how long is the link valid?
As the Assignee, why am I not receiving email notifications when a new Task or Issue is created?
Why am I getting an unexpected error indicating invalid request at login?
How do I export built-in custom fields from my program requirements?
Why am I getting an access denied error at login?
Can I reimport a custom program CSV to update existing requirements?
Why am I getting an extraction error trying to open an export file?
Why is the Create task button disabled?
Why am I getting a "you are no longer a member of any organization" error?
Explaining Hyperproof integrations
Working with gating questionnaires
How to edit existing custom program requirements and add new sections
Why the residual risk heatmap and donut chart may differ in Hyperproof
How can I delete a custom field that's being used?
What to do if you see a connection error
How to handle "Issue creating repeating task"
Why is the due date filter in Work items not working?
How the controls crosswalk view sorts the list of programs
A main control shows as healthy when the related scope assigned controls are unhealthy
How can I get notifications for proof created from Hypersyncs?
How do I view a questionnaire response proof file that's in error?
Uploading proof using the API with a service account causes error "Service accounts cannot be proof owners" or proof is not visible on UI
Why are the columns in the CSV and XLSX exports different?
How do I collect a .har file for troubleshooting?
Hyperproof monthly report definitions
Task details not visible when target object link is clicked instead of Task title
How to map an empty Cloud Storage folder to a control or label and enable LiveSync
How to select fields to export
How do I link issues to a particular scope on a control scope?
How to use the SCOPE field that is in control details
How to unlink a control from a program
How to reset the prompt to create a label when adding proof
Upload proof from OneDrive shared libraries
Multiple Hyperproof users with the same initials causes confusion
How to change a user's name
How to delete existing custom program requirements and sections
Save button disabled when editing repeating task templates
ServiceNow catalog task attachments not syncing or catalog task sync fails with error in Hyperproof
How to fix Microsoft admin consent issues when connecting Hyperproof to SharePoint and prevent wrong-user connections
Why is my Microsoft Entra ID hypersync for 'List of Users' failing with an error?
Using Jamf without SSO when creating a Hypersync (unofficial Jamf workaround)
Why am I getting "We can’t find your invitation" when logging in through Azure/Entra 'My Apps'?
What to do if your screen intermittently reloads with a “Hyperproof has been updated” message
Deactivating a user and stopping notifications
Why the policy version ID doesn't change when updating a SharePoint file via LiveSync
What to do if you don’t receive a password reset email
Hypersync timeout error during proof collection