Troubleshooting FAQ
1. Login and sessions
I am returned to the login page after logging in.
- Confirm that OAuth authentication completed successfully.
- Check whether browser cookies are blocked.
- If your session has expired, log in again.
I cannot view my current user information.
- Check whether your login session is still valid.
- Try again in another browser or in incognito/private mode.
2. Workspace
A workspace does not appear in the list.
- Confirm that you are a member of the workspace.
- Check whether you joined successfully using the invitation code.
- Make sure you did not select the wrong account.
I cannot invite members or change roles.
- Check whether your current account has the required permissions.
- You may not be able to change your own role directly.
3. Query
Query creation fails.
- Make sure all required fields are filled in.
- Check whether the inputs match the Query type.
- Review workspace Query policies and usage limits.
- Confirm that the collection source is available.
Query results are slow to appear.
After a Query is created, Syncly processes collection, analysis, and result updates in sequence. If external collection or analysis work is delayed, results may also appear later.4. Dashboard and Chart
A Chart is empty.
- Check whether collection and analysis are complete.
- Make sure the filter conditions are not too narrow.
- Confirm that the date range includes periods with data.
A comparison brand cannot be added.
- Check whether it uses the same Query type.
- Check whether the Query has already been added.
- Review permissions or the current UI state.
5. Posts and noise
The post list is empty.
- Check whether the Query has collected posts.
- Try resetting the current filter conditions.
- Confirm that collection and analysis are complete.
Marking noise fails.
- Make sure at least one post is selected.
- Confirm that the selected posts belong to the current Query.
- Check whether you have permission to mark noise.
6. Library Post
Library Post search returns no results.
- Broaden the keyword or hashtag conditions.
- Check whether the platform filter is too narrow.
- Confirm the features and permissions available in the current workspace.
The last-30-days platform metrics are not what I expected.
- Aggregation dates are divided based on the current workspace timezone.
- Dates with no matching posts may appear as 0.
- Check whether TikTok, YouTube Shorts, and Instagram Reels are displayed together by date.
7. Reports and Share Links
Report creation fails.
- Confirm that the original Dashboard exists.
- Check whether you have permission to create Reports.
- Confirm that the Dashboard is in a state where a snapshot can be created.
A Share Link does not open.
- Check whether the link was deleted.
- Check whether the expiration time has passed.
- If a password is set, confirm that the password is correct.
- Check whether public access is turned off.
8. Hey Syncly
Answer generation takes a long time.
- The question scope may be too broad, or there may be a large amount of data.
- Analysis data processing may be delayed.
- Check the status again after a short wait.
I cannot save an answer as a Report.
- Confirm that answer generation is complete.
- Check whether the message type can be saved.
- Check your permissions.