Before you begin: Troubleshooting Instant On Connectors begins on the Data Load Status page. Before using the checklist or instructions below, ensure you are familiar with the Data Load Status page in your instance.
Note: These steps apply only to Instant On Connectors. For Smart Connectors, refer to their troubleshooting guide. |
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] Each connector displays a colored icon on the far right: green, yellow, or red. The icon indicates whether the connector successfully fetched data during 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] No action is needed for green icons. For red or yellow icons, hover over the icon to view the popup alert with more details.
What to do About a Red Alert
The most common reason for a red alert is a credential issue. This occurs when credentials have changed, expired, or other related issues. The error message originates from the data source and may vary.
If you see a red alert, follow the steps below based on the error message. 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 TapClicks to log in. 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 situations may result in a 401 error message.
How to resolve:
1] On the Data menu, click Data Sources.
2] Locate the data source having issues.
3] Click on the gear icon.
4] Click Re-authenticate.
5] Sign in to the desired data source.
6] This will re-authenticate the data source.
429 Error- Quota Issues
TapClicks fetches data daily, but some applications impose quotas on data retrieval based on your account tier with the provider. Accounts with a large number of clients mapped to a data source may reach their quota. Factors such as location data and multiple data views often contribute to exceeding this limit. You may find relevant information about the normal quota limits for a data source in their API documentation.
How to resolve:
1] Reach out to support at the data source experiencing this issue.
2] Ask them about the quota limit for your account.
3] Request to have your quota increased.
403 Error - Permissions Issues
This error occurs when the credentials lack the proper access level for the requested data. The connection authenticates, but some data cannot be retrieved because of this access issue. The most common culprit here is invalid credentials. You may encounter an error message stating, 'You do not have access to that page with those credentials.'
How to resolve:
1] Identify the credentials being used (i.e., username & password).
2] Update the permission or access level of the account being used, or...
3] 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 that require assistance from TapClicks Support.
How to resolve:
1] Navigate to support.tapclicks.com.
2] Click Contact Support.
3] The support request form will appear. Fill out the form with all relevant information.
4] 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. This occurs when there is a noticeable difference between data in source application reports and TapClicks reports. 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. For more information on data fetching, refer to 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:
1] Log into the source platform and pull up the reporting data you're looking to compare to (e.g., Facebook Ads, Google Ads, Instagram).
2] Open a dashboard in your TapClicks dashboard that you want to use for comparison.
3] Create a grid widget for the data set you want to compare. For assistance, refer to How to Create Widgets.
4] Make sure that you include the "Date" dimension in the report.
5] Filter your data to the specific assignment that you want to compare to in the source platform.
6] Make sure that you have the same date range selected in your dashboard and source platform.
The most common reasons for perceived discrepancies come down to failure to compare the same date ranges, not using the "Date" dimension when comparing, or not looking at the exact assignment in both systems. If you notice discrepancies, take a full-screen screenshot and email the details to customercare@tapclicks.com for review.