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Troubleshooting Data Issues

Solutions for problems with data display, sync, imports, and data management.

Solutions for problems with data display, sync, imports, and data management.

Data Not Displaying

Empty Lists

Symptom: Lists show no data

Solutions:

  1. Check filters - Clear all filters
  2. Check date range - Expand date selection
  3. Check account - Correct personal/team account?
  4. Refresh page - Data may need reload
  5. Check permissions - May not have access

Data Missing

Symptom: Expected data not appearing

Solutions:

  1. Search for it - Use search function
  2. Check filters - May be hidden by filters
  3. Check other locations - Different campaign?
  4. Verify it was saved - Was save successful?
  5. Check with others - Someone delete it?

Outdated Data

Symptom: Data seems old or stale

Solutions:

  1. Refresh page - Get latest data
  2. Clear cache - Browser may cache old data
  3. Check sync status - Look for sync indicators
  4. Wait and retry - Sync may be in progress

Sync Problems

Changes Not Saving

Symptom: Edits don't persist

Solutions:

  1. Check for errors - Look for error messages in the UI
  2. Verify internet - Need connection to save
  3. Try again - May be temporary issue
  4. Required fields - All required fields filled?
  5. Check permissions - Your role may not allow editing this item

Sync Conflicts

Symptom: Data conflicts or overwrites

Solutions:

  1. Refresh and review - Get latest version
  2. Make changes again - On updated data
  3. Coordinate with team - Avoid simultaneous edits on the same record

Real-Time Updates Not Working

Symptom: Not seeing others' changes immediately

Solutions:

  1. Refresh page - Manual update to see latest changes
  2. Check connection - Internet issues may prevent real-time updates
  3. Real-time availability - Real-time updates are used for specific features like import job status; not all data updates in real-time
  4. Fallback - If real-time fails, the system uses polling as a fallback

Import Problems

Import Failed

Symptom: Import process failed

Solutions:

  1. Check file format - Only CSV files are supported
  2. Review file - Ensure columns match expected format
  3. Check file size - Very large files may cause issues
  4. Review error log - Check the import job status for specific error messages

Wrong Data Imported

Symptom: Data doesn't match expectations

Solutions:

  1. Review column mapping - Ensure fields are mapped correctly during import
  2. Check data format - Dates and numbers must be in correct format
  3. Re-import - With corrected mapping

Duplicates Created

Symptom: Import created duplicate records

Solutions:

During import, you'll be prompted with duplicate resolution options:

  1. Skip - Use the existing lead without modifications
  2. Merge - Update existing lead with new data (with configurable merge strategies for custom fields)
  3. Create - Create a new lead despite the duplicate

For custom fields, you can choose how to merge:

  • Keep existing - Preserve all existing values
  • Merge non-null - Fill empty fields from CSV, keep existing non-empty values
  • Overwrite non-null - Update existing values with new non-null CSV values
  • Overwrite - Replace all values including nulls

Import Stuck

Symptom: Import progress not moving

Solutions:

  1. Wait longer - Large imports take time; check the progress indicator
  2. Check status - Import jobs show status (pending, running, completed, failed, cancelled)
  3. Check for user input required - Duplicate resolution may be waiting for your decision
  4. Try smaller batch - Split file and retry
  5. Contact support - If stuck indefinitely

Data Export

The application supports CSV export for leads within campaigns. CSV files include UTF-8 encoding for proper handling of special characters and can be opened in Excel or other spreadsheet applications.

To export leads:

  1. Navigate to your campaign's lead list
  2. Use the export option to download leads as CSV

Note: Export is currently available for leads only. Other data types do not have export functionality - contact your administrator if you need to export other data.

Lead Data Issues

Lead Not Geocoding

Symptom: Lead has no map location (not verified)

Solutions:

  1. Verify lead - Is it a valid, complete lead?
  2. Format correctly - Include street, city, state, zip
  3. Manual correction - You can manually enter latitude and longitude coordinates
  4. Trigger re-geocode - Use the re-geocode option if available

Note: Leads are marked as "verified" when they have valid coordinates. Coordinates must be within valid ranges (longitude: -180 to 180, latitude: -90 to 90).

Wrong Map Location

Symptom: Lead in wrong place on map

Solutions:

  1. Check lead - Any typos in the lead?
  2. Edit coordinates - Manually correct the latitude/longitude
  3. Verify lead format - Use standard lead formatting

Duplicate Leads

Symptom: Same lead appears multiple times

Solutions:

Duplicate detection happens during import. When importing leads:

  1. During import - You'll be prompted to handle duplicates (skip, merge, or create)
  2. For existing duplicates - You may need to manually identify and delete extras
  3. Prevention - Use the merge option during import to update existing records instead of creating duplicates

Sales Data Issues

Sale Not Appearing

Symptom: Recorded sale not in list

Solutions:

  1. Check date filter - Sale within range?
  2. Check campaign - Right campaign selected?
  3. Check status - May be in different status
  4. Verify it saved - Check for errors during save

Wrong Commission

Symptom: Commission calculation incorrect

Solutions:

  1. Check sale details - Products, amounts correct?
  2. Review sale model - Rules may have changed
  3. Check product rates - Per-product commission
  4. Contact admin - For rule questions

Performance Issues

Slow Loading

Symptom: Data takes long to load

Solutions:

  1. Apply filters - Reduce data volume
  2. Close other tabs - Free browser resources
  3. Check internet - Speed issues?
  4. Try later - Server may be busy

Timeouts

Symptom: Requests timing out

Solutions:

  1. Reduce scope - Smaller date range, more filters
  2. Refresh and retry - Temporary issue
  3. Try different time - Server load varies

Data Integrity

Data Corruption

Symptom: Data looks wrong or garbled

Solutions:

  1. Refresh page - Clear display issue
  2. Clear cache - Remove cached bad data
  3. Report issue - May need support help
  4. Don't edit - Until issue resolved

Unexpected Changes

Symptom: Data changed unexpectedly

Solutions:

  1. Check audit log - Team owners can view the audit log to see who made changes, when, and what was modified
  2. Review history - Audit logs show old and new values for tracked tables
  3. Communicate with team - Understand the change
  4. Note: Audit logs are retained for 3 years

Audited tables: Campaigns, leads, interactions, sales, zones, zone members, bonus targets, products, product campaign assignments, custom field definitions, custom field templates, custom field template fields, custom field campaign assignments, and custom field values.

Getting Help

Information to Gather

Before contacting support:

  1. What data is affected
  2. When the issue started
  3. Error messages (exact text)
  4. Steps to reproduce
  5. What you've already tried

When to Contact Support

Contact support if:

  • Data loss suspected
  • Unexplained corruption
  • Import causing system issues
  • Issues affecting multiple users