Before you begin: Troubleshooting Instant On Connectors begins on the Data Load Status page. Before using the checklist or expanded instructions below, start by familiarizing yourself with the Data Load Status page in your instance.
|NOTE: These steps only apply to Instant On Connectors. There is a different set of troubleshooting steps for Smart Connectors.|
Determine the Issue With the Instant On Connector
Navigate to the Data Load Status Page
1] Login to TapClicks and on the Data menu, click Data Load Status.
2] The Data Load Status page appears. You will see a list of all the Instant On Connectors you have established.
Look for Alerts and Warnings
3] Make sure the Needs Attention tab on the top menu is selected.
4] On the far right of each connector, you will see a colored icon, either green, yellow or red. The color indicates whether the connector was successfully able to fetch data on the last attempt.
- Green = Data fetch completed successfully
- Yellow = Server or database issue
- Red = Client-side issue
5] Review the fetch status for all connectors.
6] If the icon is green, do nothing. If the icon is red or yellow, scroll your mouse over the icon and review the popup alert.
What to do About a Red Alert
The most common reason for a red alert is a credential issue. This can occur when credentials have changed and are not updated in TapClicks, or when credentials have expired, or some other common issues. The error message displayed in this step originates from the data source itself and may vary.
When you see a red alert, follow the appropriate steps for the common error message (below). If that does not resolve the issue, contact support.
401 Error - Invalid Credentials
This error occurs when the credentials associated with your data source no longer allow our system to log in on your behalf. This is often caused by credentials that have expired or when the credentials for a data source have changed without being updated in TapClicks.
A common reason credentials no longer work is when a password is reset and the user fails to update this new password in TapClicks. Sometimes a team member will leave and their email becomes inactive or their email changes. These all may result in the 401 error message.
How to resolve:
- Go to the Data Sources page.
- Locate the data source having issues.
Click on the gear Icon.
- Click Reauthenticate.
- Enter username and password.
- This will re-do the authentication process.
429 Error- Quota Issues
TapClicks fetches data every morning and for certain applications, there are quotas on the amount of data that can be retrieved. These quotas may be related to the particular tier you have with that provider, for example. Often when an account has a large number of clients mapped to a particular data source, they may reach their quota. Common things that will reach this limit are location data and/or multiple data views. You may find relevant information about the normal quota limits for a data source in their API documentation.
How to resolve:
- Reach out to support at the data source experiencing this issue.
- Ask them about the quota limit for your account.
- Request to have your quota increased.
403 Error - Permissions Issues
These issues occur when the credentials used for this connector do not have the proper access level for the data being requested. The connection authenticates, but some data cannot be retrieved because of this access issue. The most common culprit here is invalid credentials. You may even see an error message that says “You don’t have access to that page with those credentials.”
How to resolve:
- Identify the credentials being used (i.e., username & password).
- Update the permission or access level of the account being used, or...
- Use a different account that has the proper level of access.
What to do About a Yellow Warning
Yellow icons will require you to contact TapClicks support. These are typically server-side issues and are difficult to troubleshoot in the customer’s instance.
How to resolve:
- Navigate to support.tapclicks.com.
- Click Contact Support.
- Provide the requested details.
- Click Submit.
Is There a Data Discrepancy in the Instant On Connector?
This issue is often discovered in reporting and there are a few common ways it is created. It is apparent when there is a difference between data in reports from the source application and those from TapClicks. This is often referred to as a “data discrepancy”.
|NOTE: There are a few data sources that have data discrepancy issues due to the way the historical data are fetched. For example, Moz, Twitter, and Instagram. We cannot get historical data for these particular sources. You can read more about data fetching here: Data FAQs|
To troubleshoot data discrepancy issues, you will need to compare the data in the source report to the data in the TapClicks report. Use the following procedure:
- Log into the source platform and pull up the reporting data you're looking to compare to (e.g., Facebook Ads, Google Ads, Instagram).
- Open a dashboard in your TapClicks dashboard that you want to use for comparison.
- Create a grid widget for the data set you're looking to compare.
- Make sure that you include the "Date" dimension in that report.
- Filter this data to the specific assignment that you want to compare to in the source platform.
- Make sure that between the dashboard and the source platform you have the same date range selected.
The most common reasons for perceived discrepancies come down to not comparing the same date ranges, not using the "Date" dimension when comparing, or not looking at the exact assignment in both systems. If you see what looks like discrepancies, take a full-screen screenshot and pass this information to firstname.lastname@example.org review your issue.