Troubleshooting Guide

Find solutions to common issues and learn how to resolve problems quickly.

Integration Issues

Khoros Community Connection Fails

Problem: Cannot connect to Khoros Community in Signals settings.

Solutions:

1. Verify API credentials are correct
2. Check community instance URL format
3. Ensure API user has sufficient permissions
4. Test API endpoint accessibility from your network
5. Review firewall or security rules

Prevention: Document API credentials securely, test connections after setup.

Google Slides Integration Not Working

Problem: Deck Studio cannot create presentations in Google Slides.

Solutions:

1. Re-authenticate Google account in Settings
2. Verify Google Slides API is enabled
3. Check required permissions were granted
4. Ensure Google account has Slides access
5. Try disconnecting and reconnecting

Prevention: Periodically verify integration health, renew tokens before expiry.

Email Provider Connection Error

Problem: Emails not sending from Email Campaigns.

Solutions:

1. Verify API key is valid and active
2. Check sending domain is verified
3. Review provider account status and limits
4. Test with provider's diagnostic tools
5. Check for rate limiting or quota issues

Prevention: Monitor email sending limits, verify domain properly, keep API keys current.

Data Issues

Signals Data Not Updating

Problem: Community analytics showing stale data.

Solutions:

1. Check last sync time in Signals dashboard
2. Manually trigger data refresh
3. Verify Khoros API connection is active
4. Review API rate limits
5. Check for API errors in logs

Prevention: Set appropriate refresh schedules, monitor integration health.

Missing Cases in Case Reports

Problem: Some support tickets not appearing in Case Reports.

Solutions:

1. Verify support portal integration is active
2. Check case filters—may be filtered out
3. Review data sync logs for errors
4. Ensure API user has access to all cases
5. Check date range filter settings

Prevention: Regularly audit case counts, maintain API access.

Deck Generation Fails

Problem: Deck Studio job fails or doesn't complete.

Solutions:

1. Check Ephor AI token validity
2. Verify data sources are accessible
3. Review template configuration
4. Check Google Slides quota
5. Try generating with simpler template

Prevention: Test templates regularly, monitor API quotas.

Performance Issues

Slow Dashboard Loading

Problem: Pages take long time to load.

Solutions:

1. Clear browser cache
2. Reduce date range for data queries
3. Apply filters to limit data set
4. Check network connection
5. Try different browser

Prevention: Use reasonable date ranges, apply filters early.

Email Campaign Stuck in "Sending"

Problem: Campaign status doesn't update from "sending".

Solutions:

1. Refresh page after a few minutes
2. Check recipient list size (large lists take time)
3. Review email provider status
4. Check for bounce/error reports
5. Contact administrator if persists

Prevention: Send to smaller test lists first, monitor provider status.

Access and Permission Issues

Cannot Access Team Feature

Problem: Feature or section is not accessible.

Solutions:

1. Verify you're in correct team context
2. Check your role permissions
3. Confirm feature is enabled for your plan
4. Ask team owner to grant access
5. Try signing out and back in

Prevention: Understand your role, request appropriate permissions.

Invitation Link Not Working

Problem: Team invitation link doesn't work.

Solutions:

1. Check if invitation has expired (7-day limit)
2. Request new invitation from team owner
3. Ensure you're signed out when clicking invite
4. Try different browser or incognito mode
5. Check email spam folder for invitation

Prevention: Accept invitations promptly, bookmark invitation emails.

Data Quality Issues

Incorrect Metrics in Reports

Problem: Numbers don't match source systems.

Solutions:

1. Verify time range and timezone settings
2. Check filter settings
3. Compare date ranges between systems
4. Review metric definitions
5. Refresh data sync

Prevention: Understand metric calculations, document data sources.

AI Summary Not Accurate

Problem: Generated summaries miss key details.

Solutions:

1. Review case content for completeness
2. Adjust AI custom instructions
3. Regenerate after case updates
4. Manually edit AI output as needed
5. Provide feedback for AI improvement

Prevention: Maintain detailed case notes, refine AI instructions.

Email Delivery Issues

High Bounce Rate

Problem: Many emails bouncing back.

Solutions:

1. Clean your contact lists
2. Remove hard bounces immediately
3. Verify email addresses before importing
4. Use double opt-in for new subscribers
5. Check domain reputation

Prevention: Maintain list hygiene, verify addresses, avoid purchased lists.

Emails Going to Spam

Problem: Recipients not receiving emails in inbox.

Solutions:

1. Verify sending domain (SPF, DKIM, DMARC)
2. Avoid spam trigger words in subject/content
3. Maintain good sender reputation
4. Include clear unsubscribe link
5. Don't send too frequently

Prevention: Follow email best practices, warm up new domains, maintain engagement.

Low Open Rates

Problem: Few recipients opening emails.

Solutions:

1. Improve subject lines
2. Clean inactive subscribers
3. Test send times
4. Verify from name recognition
5. Segment for relevance

Prevention: A/B test subject lines, send to engaged segments, maintain list quality.

Browser and Display Issues

Page Not Displaying Correctly

Problem: Layout broken or missing elements.

Solutions:

1. Clear browser cache and cookies
2. Try different browser
3. Disable browser extensions
4. Check browser version is current
5. Try incognito/private mode

Prevention: Use modern browsers, keep browsers updated.

Charts Not Rendering

Problem: Analytics charts showing blank or errors.

Solutions:

1. Refresh page
2. Check browser JavaScript is enabled
3. Disable ad blockers
4. Try different browser
5. Check console for errors

Prevention: Allow JavaScript, use supported browsers.

Getting Additional Help

Self-Service Resources

• Check this documentation thoroughly
• Review FAQ page
• Search for specific error messages
• Check system status page

Contacting Support

If issues persist:

1. Document the issue (screenshots, steps)
2. Note any error messages
3. Record when issue started
4. Contact your platform administrator
5. Provide detailed information for faster resolution

Reporting Bugs

Help improve the platform:

• Document steps to reproduce
• Include screenshots or recordings
• Note browser and OS details
• Submit through proper channels

Remember: Most issues have simple solutions. Check basics first (refresh, cache, permissions) before escalating.