A Thinker's assessment status is marked as Incomplete so you reach out to them via a reminder email. They respond that they did in fact complete the HBDI®. Turns out they have a page(s) of the HBDI® that are not complete.
There is a possibility that a short lapse in connectivity may have interfered with the answer getting saved.
How to Fix It
It's recommended that if the above happens, simply have the Thinker access the assessment again via https://journey.herrmannsolutions.net and go through each page of the assessment to ensure that all of the questions of the HBDI® are answered completely.
Note: from time to time a Thinker will leave the Work Elements incomplete, and then force the assessment to move forward by editing the page numbers in the URL. They may be thinking that they only need to rate the Work Elements that they do best...for example.
Is It Still Not Working?
If the above fixes don't make a difference and the Thinker's assessment is still marked as Incomplete, reach out to Herrmann tech support by emailing email@example.com or by submitting a support request at https://herrmann.zendesk.com/hc/en-us/requests/new.