Common Issues

This guide covers frequently encountered issues and their solutions. If you don't find your issue here, contact support.

Account & Login

Cannot Log In

Symptoms: Login fails despite correct credentials.

Solutions:

1. Check if Caps Lock is enabled
2. Reset your password via "Forgot Password"
3. Clear browser cookies and try again
4. Try a different browser
5. Check if your account is active (look for verification email)

Two-Factor Authentication Issues

Symptoms: 2FA code not working.

Solutions:

1. Ensure device clock is synchronized
2. Use backup codes if available
3. Wait for the next code cycle (30 seconds)
4. Contact support if locked out

Email Verification Not Received

Symptoms: No verification email after registration.

Solutions:

1. Check spam/junk folder
2. Search for emails from "[email protected]"
3. Request resend via the login page
4. Verify email address was entered correctly

Products

Product Not Showing in List

Symptoms: Created product doesn't appear.

Solutions:

1. Refresh the page
2. Check if product was created in a different organization
3. Verify you have access permissions
4. Check filters that might be hiding it

Import URL Failing

Symptoms: URL import not extracting information.

Solutions:

1. Ensure URL is publicly accessible
2. Check if the website blocks crawlers
3. Try a different URL from the same site
4. Use manual entry as fallback
5. Verify URL includes https://

Low Completeness Score

Symptoms: Product shows low completeness despite filled fields.

Solutions:

1. Add more detail to descriptions (aim for 100+ words)
2. Complete all optional fields
3. Add competitor products
4. Include brand assets if available
5. Specify target audience clearly

Research Jobs

Job Stuck "Processing"

Symptoms: Research job not completing.

Solutions:

1. Wait 5 minutes (processing can take time)
2. Check the Jobs page for status updates
3. If stuck over 15 minutes, cancel and retry
4. Ensure browser tab remains open during streaming jobs

Job Failed

Symptoms: Research job shows error.

Solutions:

1. Read the error message for specifics
2. Retry the job (transient failures happen)
3. Reduce the model-iteration count if memory-related
4. Simplify product description if parsing errors
5. Contact support if persistent

Missing Results

Symptoms: Job completed but results empty or partial.

Solutions:

1. Refresh the results page
2. Check all result tabs (Summary, Details, etc.)
3. Verify the requested model run completed
4. Re-run with different parameters

Performance

Slow Loading

Symptoms: Pages taking long to load.

Solutions:

1. Check internet connection
2. Try a different browser
3. Disable browser extensions
4. Clear browser cache
5. Check system status at status.audiaince.com

Results Not Updating

Symptoms: Expected updates not appearing.

Solutions:

1. Hard refresh (Ctrl/Cmd + Shift + R)
2. Check if job is still processing
3. Verify you're viewing the correct job/session
4. Log out and back in

Data & Export

Export Download Failing

Symptoms: Cannot download exported data.

Solutions:

1. Disable popup blockers
2. Try a different browser
3. Check download folder permissions
4. Use a different export format (CSV vs PDF)

Data Discrepancy

Symptoms: Numbers don't match between views.

Solutions:

1. Check date ranges being compared
2. Verify same filters applied
3. Note that some views show model output beside a reference comparison
4. Refresh to get latest data

Browser Compatibility

Supported Browsers

For best experience, use:

• Chrome (recommended)
• Firefox
• Safari
• Edge

Not supported:

• Internet Explorer
• Older browser versions

Visual Issues

Symptoms: Layout broken or elements missing.

Solutions:

1. Update browser to latest version
2. Disable ad blockers
3. Enable JavaScript
4. Clear browser cache
5. Try a different browser

Still Need Help?

If your issue isn't listed here:

1. Search the Knowledge Base
2. Check Survey Issues for survey-specific problems
3. Review Results Interpretation for understanding outputs
4. Contact support at [email protected]

Include in your support request:

• Description of the issue
• Steps to reproduce
• Browser and OS version
• Screenshots if applicable