How to Troubleshoot Instant-on Connectors – TapClicks

Troubleshooting Instant-On Connectors begins on the Connection Status Page. Before using the checklist or expanded instructions below, start by navigating to and familiarizing yourself with the Connection Status page in your instance.

Note: These steps only apply to Instant-On Connectors. There is a different set of triage steps of Smart Connectors.

1. Navigate to Connection Status Page

Click on Data in left sidebar
Select Connection Status in the subnav
Here you will see all the Instant-On Connectors you have established

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2. Look for Data Source Alerts and Warnings

On the far right of the Connection Status page you will see a column called Status which shows whether the connector was successfully able to fetch data on the last attempt. There are three icon colors: Green, Yellow, Red.

Green icon = Data fetch completed successfully

Yellow icon = Server or database issue

Red icon = Client side issue

Review fetch status for all connectors
If status is green, no problem with connection exists
If the status is Red, read the Alerts section...
If the status is Yellow, read the Warnings section ...

(Red Icon) What to do about Alerts

The most common reason Red icons / Alerts appear is due to credential issues. These can occur when credentials have been changed and not updated in TapClicks, credentials expire, or some other common issues. The error messages displayed in this step originate from the data source itself and may vary. The following are general guidelines for triaging this kind of issue.

Hover over Alert icon. This will display an error message.
Review the error message
Follow the appropriate steps for the common error messages
If the following steps do not resolve the issue, contact your Account Manager or Support

401 Error / Invalid Credentials

This error occurs when the credentials associated with your data source no longer allow our system to “login” 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 will change. These all may result in the 401 error message.

How to resolve:

Go to Data Source Page
Search for the Data Source having issues
Click on Gear Icon
Click on ReAuthneticate
Put in User Name & 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 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 (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

(Yellow icon) What to do about Warnings

Yellow icons will require you to contact TapClicks support. These are typically server-side issues and will be difficult to triage on the customer’s instance.

How to resolve:

Open support.tapclicks.com
Submit a ticket ro Support
Provide the requested details

Does this resolve the problem?

If not, then ...

3. Is there a data discrepancy?

This issue is often discovered in reporting. There are a few common ways this issue can be created. There will be a perceived difference between reports from the source application and those from TapClicks. This is often raised as a “data discrepancy.”

TIP: There are a few data sources that have data discrepancy issues due to the way the historical data is fetched. For example, Moz, Twitter, Instagram, Google+. We cannot get historical data for these particular sources. You can read more about data fetching here: Data FAQs

You will need to compare the Data Source report to the TapClicks report to complete this task.

To troubleshoot Data Discrepancy issues:

Open the report page in the Data Source (Facebook Ads, Google Ads, Instagram, etc)
Open the report page in TapClicks
Compare the client name. Are they the same?
Compare the date range. Is it exactly the same?
In TapClicks on the Connection Status page, Find the lookback period.
Compare lookback period to Data Source Report … you may be requesting a report in TapClicks that has a date too far in the past.
If you want to see this historical data, you can contact support.

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