Issue	Fix
Organization not found during registration.	Your entity record may have an "ID assigned" status. You must complete the registration process in SAM first.
You registered for the wrong company.	Submit a Ticket with your email address and provide the correct UEI/CAGE code to have the account moved or revoked.
You cannot find the Administrator (SAM POC).	Log in to SAM.gov, search for your company, and find the names on the Points of Contact tab.

Issue	Fix
I need more information on the company that developed Symphony.	You can visit the official Apex Logic Website for details on its services and mission.
I have questions about a Federal Government requirement (FAR).	You must consult the relevant solicitation documents or address the question directly to the Federal Government.

SOFGSD: Master Crosswalk & Quick Reference

Purpose: This guide provides a unified reference for mapping RFP Section L requirements and the HTRO Self-Scoring Matrix to the Symphony interface. It ensures offerors provide the specific substantiating data required for USSOCOM evaluation.

Table of Contents

Before You Start

1. Administrative & Responsibility Material

2. Technical Categories (Categories 1-6)

3. Past Performance (Category 7)

Troubleshooting
Related Articles / Links

Before You Start

The Tier 1 Rule: At least one Work Sample (WS) must be Tier 1 (Small Business Prime or JV Protégé).
The POP Window: All work samples must have been performed within 5 years of the solicitation release and meet the 6-month consecutive performance rule.
Substantiation: Every claim in Categories 1–6 requires a Location in File (Page and Paragraph) within the project documents to be considered valid.
Refresh Your Score: If you update "My Company" data, you must click Save and Continue inside your proposal Projects/Past Performance → Performance Factors to update the Scorecard alerts.

1. Administrative & Responsibility Material

Volumes I and III, administrative and responsibility material and price information.

RFP Ref & Requirement	Symphony Location	System Logic / Pro-Tip
L2.2 Executive Summary	Submission → Submission Documents	Upload as a searchable PDF.
L2.3 Organizational Structure Change History	My Company → Business Factors → Other Documents	Document any mergers or acquisitions here.
L2.4 Facility Clearance	Business Factors → Clearances	All offerors/teams must have a TS FCL.
L2.5 Adequate Accounting System	Business Factors → Systems	All offerors/teams must upload DCAA/DCMA audit reports.
L2.6 Financial Capacity	Business Factors → Systems	Evidence of financial stability/credit lines.
L2.7 Mentor-Protege/JV Agreement	My Company → Team Members → Member's Documents	Required for all JV submissions.
L2.8.1 Contract Forms (SF-33)	Submission → Submission Documents	Ensure all amendments are acknowledged if applicable.
L2.8.2 Certifications	Business Factors → Systems	Representations and Certifications.
L2.9 Teaming Agreements & Identification of Subcontractors	My Company → Team Members → Member's Documents	Required for all subcontractors.
L2.10 Cybersecurity (SPRS/CMMC)	Business Factors → Systems and Industry Certifications	Manually claim level.
L-3 Technical Proposal	My Company → Projects/Past Performance	Work Samples and Substantiating Data
L4.2 Staffing Proposal Pricing Template	Submission → Submission Documents	Use the mandatory Excel template.
L4.3 Cost/Price Introductory Documents	Submission → Submission Documents	Supporting cost/price narratives.

2. Technical Categories (Categories 1-6)

Enter these under Submission → Projects → Performance Factors. Reference: Prepare Your SOFGSD Technical Proposal.

Category & Scoring Criterion	Symphony Data Entry	Matrix Instructions & Limits
1 Total Personnel	Whole Number	At least 1 claim must be a Tier 1 work sample. Max 50 for Non-JVs; Max 40 for JV Protégés.
2 Geographic Sites	Numerical Counts	Max 5 CONUS, 5 OCONUS. Germany/Korea are max 1 per country.
3 Rapid Transition	Percentage (%)	30-Day Rule: Enter as a rounded whole number (e.g., 64.4% = 64).
4 LCAT Coverage	Counts (1-15)	Claim up to 15 personnel per role across all 5 work samples.
5 SOW Functionality	Checkboxes	You may check SOF-Related AND any combination of Management, Program Mgt, or Professional Services (4 boxes total).
6 Retention	Percentage (%)	Only 1 claim allowed for a Tier 1 work sample. Round to the nearest whole number.

3. Past Performance (Category 7)

Symphony calculates your score based on the adjectives selected from your CPARS reports.

Rating Selection	Impact on Score	System Logic / Matrix Tip
Exceptional	Not Applicable	Combined with Very Good and Satisfactory for no point penalty.
Very Good	Not Applicable	Positive impact on the scoring average. No point penalty.
Satisfactory	Not Applicable	Standard baseline; no point penalty.
Marginal	Negative Deduction	Results in a numerical point deduction per the Matrix.
Unsatisfactory	Negative Deduction	Results in a heavy numerical point deduction.
N/A	Excluded from score calcualtions	CRITICAL: Select N/A for any category not rated so it does not penalize your average.

Troubleshooting

Issue	Technical Fix
Invalid Team Structure	Verify you have exactly 1 Mentor and 1 Protégé in Team Members.
Penalty Score Too High	Re-verify Category 7. Ensure non-rated items are N/A, not left blank.
NAICS 541611 Error	Ensure your SAM.gov profile is correct and submit a help desk ticket to Refresh SAM Data in My Company.

Prepare Your SOFGSD Technical Proposal —The step-by-step "Building" guide.
Manage Your Projects—General guide for project attributes.
Manage Team Members and MRCLs—Requirements for JV and Subcontractor documentation.
Manage Your Business Factors—How to upload FCL and Accounting System evidence.
Symphony Support Center —For technical issues or SAM.gov sync requests.

Issue	Fix
Account Inactive after registration.	Contact your company's Symphony Administrator. Ask them to change your status from Initial to Active. Note: If you are the Administrator/SAM POC, submit a ticket to the Help Desk with your SAM documentation.
MFA code is not working or I lost my phone.	See the Set Up and Use Multi-Factor Authentication (MFA) guide for troubleshooting, or Submit a Ticket to the Symphony Help Desk (for lockouts).
I cannot find my contracts or company assets.	Check your registration was on the correct Contract Vehicle website (URL) and that your company's UEI is correct.

Term	Definition
SAM Data	System for Award Management (SAM). The official U.S. Government system that consolidates information previously found in multiple places. Required for any entity to do business with the Federal Government.
UEI	Unique Entity Identifier. The alphanumeric code required for all entities registering in SAM.gov.
CAGE code	Commercial and Government Entity code. A five-character alphanumeric code used to identify a facility at a specific location.
POCs	Points of Contact. Individuals within your organization who are authorized to act on behalf of the company for contract-related matters (e.g., electronic business, past performance).
URL	Uniform Resource Locator. The address of a World Wide Web page (i.e., the specific website link).
OASIS+	One Acquisition Solution for Integrated Services Plus. A specific, large-scale professional services contract vehicle managed by the GSA (General Services Administration).

Contract Vehicle	Agency	Website Link
Alliant 3	GSA	https://idiq.gsa.gov
ASTRO	GSA	https://astro.app.cloud.gov
(Legacy) OASIS	GSA	https://oasis.app.cloud.gov
OASIS+ (OASIS Plus)	GSA	https://idiq.gsa.gov
Polaris	GSA	https://polaris.app.cloud.gov
HEC / MQS2-NG / OMNIBUS	DHA	https://dha-ems.symphonyps.com
(Legacy) MQS	DHA	https://mqs.symphonyps.com
USSOCOM SOFGSD	DOD	https://ussocom-sofgsd.app.cloud.gov/

Contract Vehicle	URL	Description
Alliant 3	idiq.gsa.gov	Symphony is available for existing offerors. The solicitation was released on June 28, 2024, and closed on January 10, 2025.
ASTRO	astro.app.cloud.gov	Symphony is available for Contract Holders and Government Customers. The contract’s base ordering period began in November 2021.
OASIS Plus	idiq.gsa.gov	Symphony is open for existing offerors and new offerors interested in continuous on-ramping and rolling awards. Contract Holders and Government Customers can refer to GSA eBuy for ordering activities.
Polaris	polaris.app.cloud.gov	Symphony is available for existing offerors. The solicitation was released on March 25, 2022, and closed on August 10, 2022.
OASIS (Legacy)	idiq.gsa.gov	Symphony is available for historical data. The OASIS contract is closed and has been succeeded by the Oasis Plus contract.

Contract Vehicle	URL	Description
USSOCOM SOFGSD	ussocom-sofgsd.app.cloud.gov	Symphony is open for offerors. The solicitation was released on March 30, 2026.
HEC	dha-ems.symphonyps.com	Symphony is available for Contract Holders and Government Customers. The contract’s base ordering period began in October 2023.
MQS2-NG	dha-ems.symphonyps.com	Symphony is available for Contract Holders and Government Customers. The contract’s base ordering period began in June 2024.
Omnibus	dha-ems.symphonyps.com	Symphony is available for Contract Holders and Government Customers. The contract’s base ordering period began in June 2022.
MQS (Legacy)	mqs.symphonyps.com	Symphony is available for historical data. The MQS contract is closed and has been succeeded by the Medical Q-Coded Support and Services-Next Generation (MQS2-NG) contract.

Issue	Fix
Authentication Failed after entering your password.	Check Your Portal: You are likely on the wrong contract vehicle website. Verify the URL and the Agency Logo on the sign-in page before trying again.
MFA code is not working.	Portal Mismatch: The code may be for a different Symphony website. Ensure you are using the code specifically labeled for the URL you are currently visiting. See the Set Up and Use Multi-Factor Authentication (MFA) guide for troubleshooting, or Submit a Ticket to the Symphony Help Desk (for lockouts).
I cannot find my contracts or company assets.	Check Data Boundaries: Verify you registered on the correct URL and that your UEI and CAGE code are correct. Data is isolated by contract vehicle and cannot be transferred or viewed across different portals.

Issue	Fix
Cannot re-register after an account was deleted.	The system does not permit re-registration with the same email. You must submit a ticket to reinitialize the old account.
The validation email is not received.	Check your spam or trash folders. The email may come from noreply@gsa.gov or symphony@apexlogic.com.
Organization not found during registration.	Our SAM connection may not be working or your entity record may have an "ID assigned" status. You must ensure your company's record is fully Active in SAM before attempting to register.
You cannot set the password.	Verify that the password meets all the listed requirements.
You registered for the wrong company.	Submit a Ticket with your email address and provide the correct UEI/CAGE code to have the account moved or revoked.
Account Inactive after registration.	Standard Users: Ask your internal Admin to activate you. Administrators: Submit a Ticket with your SAM.gov POC data (UEI, Name, and Email). Note: A screenshot of the error message is not sufficient for activation.
No one was notified of my registration.	Symphony does not automatically email your company's SAM Point of Contact. You must manually notify your Administrator. If you are the administrator: You must Submit a Ticket to the Help Desk yourself.

Issue	Fix
The verification email is not received.	Check your spam or trash folders. The email may come from noreply@gsa.gov or symphony@apexlogic.com.
The verification code results in an error.	Ensure there are no additional spaces in the temporary code.
The Office Code is unavailable.	Submit a Ticket if an office code is unavailable.
You cannot set the password.	Verify that the password meets all the listed requirements.
You fail to complete the MFA setup step.	Submit a Ticket for an MFA reset.
You cannot access the necessary features/reports.	Your account requires specific roles (e.g., Program Official, Evaluator). Contact your agency administrator for assignment.

Issue	Fix
You are seeing an error message after entering credentials.	Verify your URL first. You may be trying to sign in to the wrong Contract Vehicle portal. If the URL is correct, use the Forgot Password link.
Account Inactive after registration.	You must contact your company's Symphony Administrator to change your status from Initial to Active. Note: If you are the Administrator/SAM POC, submit a ticket to the Help Desk with your SAM documentation.
MFA code is not working or expired.	The code has expired or is incorrect. Check your phone's time synchronization. If the issue continues, see the Set Up and Use Multi-Factor Authentication (MFA) guide for troubleshooting.
No password reset email received.	Check your spam or trash folders and the website address. If the email doesn't arrive, your account may not be registered at that email address; try registering a new account.

Status	Definition (What it means for the user)
Active	The user has full access to use the system.
Initial	The user has registered but needs your approval. They will see an "inactive account" message.
Delete	The user loses access. Warning: This prevents the user from re-registering with the same email address again.
Suspended	The account is locked due to inactivity or too many failed sign-in attempts.

Role	Definition (What the user can do)
Administrator	Has full management access and can submit proposals.
Open Market Proposal Manager	Can submit proposals during open solicitations. Cannot access the Administration link.
Program Manager / Contract Manager	Can submit proposals for their awarded contract vehicle.
Staff	Can view task order requests. Cannot submit proposals.

Issue	Fix
A user cannot be seen in the Administration list.	Confirm that the user registered on the correct Symphony website and for the same company (matching UEI and CAGE code) as you. See Access Symphony-supported Contract Vehicles for the list of URLs.
Roles are missing (e.g., Contract Manager/Program Manager).	Key roles like Contract Manager are assigned in the proposal submission or contract management sections, not the Administration link.
An account was deleted, and the user needs to register again.	The Delete status prevents re-registration. You must advise the user to register with a different email address or Submit a Ticket to request the old account be cleared.
The SAM record for a user was updated, but the role didn't change.	SAM updates do not automatically change roles. You must manually assign the user to the Administrator group. See Update Your Symphony Account Details for sync information.
I need to work in multiple companies.	You must use separate email addresses. Each Symphony account is locked to one UEI and CAGE. To manage a different company, register a new account with a different email.

Issue	Fix
You cannot access multiple companies with one login.	Your email can only be linked to one company per Contract Vehicle. You must register with a unique email address for each company.
You need to change your name on the account.	You cannot change your name yourself. Submit a Ticket to the Help Desk for a name correction.
Your old email is still linked to the company.	Ask your Symphony Administrator to remove your old email address from the Administration screen.
Your profile information is not saving.	Ensure all fields (phone number, job title) are complete and within the character limit. Click the Save the Contact Information button.

Issue	Fix
MFA code is incorrect or expired.	The code is time-sensitive. Check that your phone’s time is correct and synchronized. If using an app, ensure the time is accurate.
Text message code is delayed (takes more than 2–3 minutes).	SMS delivery can be unreliable. Restart your phone, disable Wi-Fi, or switch to the authenticator app method.
You lost your phone or need an MFA reset.	You are locked out. Submit a Ticket with the email address associated with your account. The Help Desk will assist with setting up the new device.
You need to change your MFA method but cannot sign in.	Submit a Ticket with your email and indicate your preferred new method (app or text). The Help Desk will reset your profile.

Folder Color	Status	Meaning
Orange	Documents Present	The folder contains one or more uploaded files.
Gray	Empty	The folder is currently empty; no files have been uploaded.
White	Open/Active View	The folder is currently open or selected by the user.

Issue	Fix
I signed up but can't see the folders.	Activation Required: Registration is only the first step. You must Submit a Ticket (Step 2) to have an agent activate your restricted permissions.
I didn't receive the activation email.	Spam Filter: Check your junk or spam folder for an email from client.support@apexlogic.com.
"Access Denied" message.	Login Session: Secure materials are hidden unless an active, authorized session is detected. Ensure you are Logged In before looking for links to restricted articles.

Recommended Tag	Description	Solicitation
COSTS	Other Direct or Indirect Costs	Evolve
CR	Cost Reimbursement	All
FOREIGN	Foreign Country/Location(s)	Alliant 3
FTE	Full-Time Equivalents	OASIS+
LOCATIONS	Number of locations	All
NAICS	North American Industry Classification (NAICS) code	OASIS+
OCONUS	Outside of the Continental United States Work	All
POP	Period of Performance	All
PSC	Product and Service Code (PSC)	OASIS+
TCV	Total Contract Value	All
TEAMING	Subcontractor/Teaming	All

Action in "My Company"	Impact on DRAFT Proposals	Impact on SUBMITTED Proposals
Edit Text/Data	Live Update (Reflected in Draft)	None (Snapshot is locked)
Delete/Replace PDF	Live Update (Draft will use new file)	None (File is locked)
Archive Project	None (Project stays in Draft)	None (Snapshot is safe)
Delete Project	N/A (Must withdraw from draft first)	N/A (System prevents deletion)

Shading on Proposal Overview	Meaning
No Shading	The factor has not been claimed.
Full Shading	The Prime Organization is claiming the factor.
Half Shading	A Team Member claims the factor (Only visible on the Proposal Overview).

Issue	Fix
File attachment fails to upload.	Check the file size (must be under 20MB) and ensure the file name is under 250 characters.
You receive an encryption error message.	You must ensure the file is not password-protected or encrypted before uploading.
You need to upload files from a SharePoint link.	You must download the file to your computer first, and then upload it directly from your local drive.
You need to see more detail on security protocols.	Contact the GSA National Customer Service Center for assistance.
Evaluation Question: "Does this document satisfy RFP Section X?"	Symphony Support cannot answer this. We provide technical assistance for the upload process, but we cannot interpret solicitation requirements or confirm if a document is "compliant" for scoring.

Issue	Fix
You submitted a ticket but didn't get a response within 4 business hours.	Check your Spam or Trash folders for an email from client.support@apexlogic.com.
You are having an issue that requires a phone call or meeting.	There is no direct phone number. Submit a ticket and request a video conference; the team will set up the meeting.
Your search is returning poor results.	Use keywords (e.g., "MFA," "UEI") instead of typing a full question, as the search mechanism works best with partial matches.

Issue	Fix
Cannot Submit the order.	Symphony will display validation messages if the order is incomplete. The CO must complete all required fields.
A new user needs to be added as a POC but is not in Symphony.	Ask the user to Register for a Government account using the website link.
The deadline has passed and the order needs to be reopened.	The CO or CS must contact the help desk for assistance with reopening a passed deadline.
Contract Specialist needs to be named on the order.	The Contracting Officer (CO) must issue an Amendment (see next guide) to change the existing POC to the new specialist.

Issue	Fix
Cannot Amend a released order.	Ensure the order is not in Evaluation or Awarded status. If the description is too long to save, shorten the Amendment Description.
Contract Holders are not seeing an amendment.	After submission, the CO must review and Release the amendment to notify the contract holders.
Need to add a new Question period.	You cannot add a new question period after the order is released. You can only extend an existing Q&A deadline via an Amendment.
Need to change the POC after the order is released.	You must issue an Amendment (Step 2) to change an existing POC. You cannot add a POC to a vacant role through an amendment.

Issue	Fix
The award action is not yet available.	Ensure all deadlines are passed and the status has been moved to Evaluation.
The awardee is not available on the Report Award tab.	This means the proposal was received outside of Symphony. You must notify the Program Office of the situation.
You need to change the POC after the award is complete.	The award is final. You must contact the Program Office and advise them of the change.
The order status is Award Approved, but the awards tab is empty.	The award may require release approval before the final details are displayed.

Issue	Fix
You cannot see your contracts in My Company.	Confirm you registered under the correct company at the right link for the Contract Vehicle.
You need to delete documents.	You cannot delete documents from the Library. You must go to the asset tab where the file was originally linked, remove the reference, and then delete the file.
You are adding a project performed as a subcontractor.	Treat this as a commercial project when adding it to My Company, as it did not involve a direct contract with the government.
You cannot restrict user access to sensitive data.	Symphony is designed so all active users have full access to all company data under the same UEI/CAGE code.
I am unsure how to answer a specific RFP question (e.g., Annual Receipts).	Contact the Program Office. Symphony Support cannot interpret government solicitation requirements or provide guidance on how to respond to RFP fields. Please refer to the official RFP or contact the Contracting Officer for the specific vehicle (e.g., OASIS+, Alliant 3).

Issue	Fix
You cannot delete a document.	The document is still linked to a Business Factor claim. You must remove the claim before deleting the document.
You need to update an associated entity's SAM data or relationship type.	You must delete and re-add the Team Member/MRCL completely, as SAM data cannot be refreshed once linked.
A new Team Member or MRCL cannot be added.	The entity may have an "ID assigned," meaning it does not have an active SAM record yet. You must wait for their SAM status to be active.
The Team Member's Business Factors do not show on my Company Overview.	This is correct. Team Member assets only display on the Proposal Overview in the submission section.
You are checking the Company Overview but don't see the Team Member's data.	Team Member's Business Factors will not show claimed on the Company Overview. They will only show on the Proposal Overview.

Issue	Fix
My projects disappeared!	Check your Solicitation Preference filter at the top of the Projects tab.
I updated a project, but my submission didn't change.	Submitted proposals are "Snapshots." You must retract, update the project in the submission, and re-submit.
You are unable to delete a project.	You must first remove the project from any proposal submissions. You cannot delete a project used in a submitted proposal.
You are claiming a Joint Venture (JV) project.	Claim the project for the company that did the work. You must not claim projects for a partner that did not have a direct contract with the government.
The Project Title is too long.	The project title is limited to 250 characters. Shorten the name to save the record.
You need to use a project from Alliant 3 for OASIS+.	You cannot use the exact same project name. Archive the Alliant 3 project and upload a new version with a different project name for OASIS+.
Will updating a project delete it from my past submission?	No. Submitted proposals are locked. Any changes you make in My Company (including deleting or replacing documents) will only apply to new or draft submissions.
Can I use one project for two different UEIs?	Projects are tied to the company (UEI) that created them in My Company.

Issue	Fix
Your claimed factor is not appearing on the Company Overview.	This is correct. Team Members' Business Factors will not display on your Company Overview. They only appear as half-shaded circles on the Proposal Overview screen.
Where do I upload Teaming Agreements?	Teaming agreements should be uploaded to the specific Team Member's Documents section. Do not place them under the JV and Mentor-Protege agreements Business Factor.
You need to update a factor for a submitted proposal.	Business factors in submitted proposals cannot be unclaimed or changed. Any changes you make will only apply to unsubmitted proposals.
The Business Factor was claimed incorrectly.	Use the Unclaim button, remove the incorrect claim/documents, and re-certify the claim with the correct information.
Evaluation Question: "Does this document satisfy RFP Section X?	Symphony Support cannot answer this. We provide technical assistance for the upload process, but we cannot interpret solicitation requirements or confirm if a document is "compliant" for scoring.

Issue	Fix
Spreadsheet is missing or the wrong file type.	Verify the file type is .xlsx. The submission requires one Excel file and one PDF file.
Incorrect number of files/sheets or missing data.	Upload only one Excel spreadsheet. Check that no columns or rows were removed from the template.
Missing Basis of Estimate (OASIS+) or Labor Rate Attestation (Alliant 3).	Upload the required supporting PDF documentation for the contract vehicle.
The system displays an Unable to load the Pricing File error.	The file is likely password-protected or encrypted. Remove the protection.
Other data validation issues are visible.	Check for unintended formatting changes (especially if copy/pasting was used) and ensure data is complete in accordance with the solicitation.

Start Your Symphony Journey

Before You Start

Steps

1. Confirm Your Prerequisites and Portal

2. Register, Authenticate, and Activate

3. Start Your Workflow

Troubleshooting

Related Articles / Links

Definition of Terms

Understand Your SAM and Symphony Access

Before You Start

Steps

1. Select the Correct Contract Website

2. Verify Your Required SAM Data

3. Understand the SAM POC Role

Troubleshooting

Related Articles / Links

Access Symphony-supported Contract Vehicles

Before You Start

Steps

1. Identify Your Contract Vehicle

2. Confirm Your Contract Vehicle Portal

3. Register, Sign In, and Activate

4. Use MFA Correctly Across Contract Vehicles

5. Understand Contract Vehicle Data Boundaries

Troubleshooting

Related Articles / Links

Register Your Symphony Business Account

Before You Start

Steps

1. Start Your Registration and Validate Email

2. Verify and Confirm Company Data

3. Set Up Your Account and MFA

4. Request Account Activation

Troubleshooting

Related Articles / Links

Register Your Symphony Government Account

Before You Start

Steps

1. Accept Security Notice and Validate Email

2. Confirm Organization

3. Set Up Account and MFA

4. Verify Activation and Request System Roles

Troubleshooting

Related Articles / Links

Manage Your Symphony Sign-In and Account Activation

Before You Start

Steps

1. Sign In and Authenticate

2. Activate an Inactive Account

3. Reset Your Password

Troubleshooting

Related Articles / Links

Understand Your Account Roles and Permissions

Before You Start

Steps

1. Access the Administration Area

2. Activate or Modify a User’s Status

3. Update a User's Group Membership (Role)

Troubleshooting

Related Articles / Links

Update Your Symphony Account Details

Before You Start

Steps

1. Update Your Personal Profile (Self-Service)

2. Change Your Password or MFA Method (Self-Service)

3. Change Your Email Address (Self-Service)

4. Update Your Organization Link (Non-Self-Service)

Troubleshooting

Related Articles / Links

Set Up and Use Multi-Factor Authentication (MFA)

Before You Start

Steps

1. Set Up with an Authenticator App

2. Set Up with Text Messaging (SMS)

3. Change Your MFA Method

Troubleshooting

Related Articles / Links

Submit Documents and Understand Security

Before You Start

Issue	Fix
Submission document is incorrect or needs replacement.	You must Retract the Submission, upload the correct document, and Resubmit the proposal before the deadline. You cannot delete files from a submitted proposal.
The Live Score shows errors but allows submission.	The Live Score is only an advisory. Error messages will not prevent submission. You must decide whether to submit despite the advisory.
You cannot assign a Proposal Contact.	The person must be an active, registered user in Symphony.
You started a proposal in error and need to cancel it.	You cannot cancel a draft proposal. If you do not certify and submit, the government will not receive the proposal.
You are getting an error uploading a document.	Check that the file name is under 250 characters, the file is under 20MB, and that it is not password-protected or encrypted.

Issue	Fix
You cannot respond to a Clarification request.	You must be an Administrator or Open Market Proposal Manager to respond. Reach out to a company administrator to assign you a role with the necessary permissions.
You need to add more documents to a clarification after submitting your response.	You cannot edit or recall your response. Email the program office (as listed in the solicitation) to request a new clarification.
Submitted documents were incorrect.	Changes in My Company do not appear in a submitted proposal. The submission is final after the deadline. You must follow the instructions in the fix above (email the program office).
You need to withdraw your offer after submission.	You must contact the program office directly at the email address listed in the solicitation.

Issue	Fix
The Contract Holder cannot see their contracts.	Ensure the user registered for the correct company at the right link for the Contract Vehicle. The Contract Manager must have registered first.
You cannot access the Contract Modification option.	If you are not using the ASTRO contract, the feature is unavailable. If you are using ASTRO, ensure only Administrators are attempting to access it.
The validation email for the distribution address is not received.	Check the junk/spam folders and ensure the distribution email is set up to receive external messages.
New users need to be added to the system.	Additional users must self-register and be activated by a Symphony Administrator.

Term	Definition
FSS	Federal Supply Schedule: A simplified term for the Multiple Award Schedule (MAS) program.
RFPs	Request for Proposals: A document issued by a government agency that solicits detailed proposals from potential contractors.
RFIs	Request for Information: A preliminary document issued by a government agency to gather data, technical information, or market capability from potential contractors.
GSA	General Services Administration: An independent agency of the U.S. government that manages federal property and contract vehicles.

Order Status	Meaning
RELEASED	The order is open. You should respond by uploading a proposal or submitting a "No Bid."
EVALUATION	The order submission deadline has passed. You must wait for the award announcement.
AWARD APPROVED	An award has been made. The Awards tab displays the awarded contract(s).

Issue	Fix
You want to ask a question but the button is missing.	The Q&A function is only available before the Question Deadline. Check the order status and deadline.
You cannot download order documents (e.g., PDF).	Check your firewall settings. If documents are still missing, Submit a Ticket to the Symphony Help Desk .

Issue	Fix
I need to correct a mistake in my original submission documents.	Your proposal is locked. You must contact the Program Office (Alliant3@gsa.gov ) directly and advise them of the correction.
You are receiving advisory messages in the proposal summary.	The proposal is locked. These advisory messages were present at submission and are part of the evaluation record. They cannot be cleared.
You need to withdraw your offer after the deadline.	You must contact the Program Office directly at the email address listed in the solicitation.
You cannot access your Symphony account.	If you require access to your Symphony account, contact the Apex Logic Help Desk for a login reset.

Issue	Fix
New user cannot sign in (Inactive Status).	You must go to the Administration link and change their status from Initial to Active.
Cannot access the Contract Modifications tab.	Only an Administrator can access this feature. Ensure your account has Administrator permissions.
New POCs are not receiving RFP notifications.	Verify the new POC is assigned the role and that the Distribution email address in the Contracts tab is current and validated.

Content Type	Correct Location	Why?
Certifications/Systems	Business Factors tab	For claim points (CMMI, ISO, etc.).
Teaming Agreements	Documents tab	Letters of Commitment, JV Agreements, and CTA disclosures must go here.

Issue	Fix
I can't see all the solicitations.	Show All: You likely have the Favorites view active. Toggle the button to Show All to reveal every available OASIS+ RFP.
Team member points aren't showing.	Add to Proposal: Adding a partner to your "My Company" library is only Step A. You must also formally add them to the Teaming section inside your specific domain proposal (Step B).
Can't find the Teaming Agreement.	Upload Location: Ensure the file is in the partner's Documents tab. If you uploaded it as a "Business Factor," it will not satisfy the teaming requirement.
SAM.gov data is wrong.	Manual Refresh: Symphony does not auto-sync with SAM.gov. If your status changed, you must Submit a Ticket to request a manual data refresh.
Document retention and management.	Original Integrity: Current contract holders can safely keep or remove the documents from My Company. The original submission will still retain the documents.