Noticing that your data is a bit stale? Seeing an alert triangle at the bottom of your dashboard gauges? Datasets saying that data hasn’t synced in over a day? Then your datasets may be having trouble syncing. Here are some tips to help you get them started again (note these tips are for Admin users only. If you’re an analyst in your account, please contact an admin to assist you):
1) Check the Datasource
Often times the datasource itself is the cause. Go to the datasource page in your account and click on test connection. If you get an error, then please address that error.
A. API/cloud connections:
Sometimes a test connection will fail/time out and just give you a white page. Please make sure the credentials for the account you’re using are correct and that the user has the ability to be used (some connections allow for an account to be temporarily suspended)
B. Agent connections:
Many agent connection issues are addressed in this document: Common Agent Connectivity Issues. There are also the possibility for the SQL user being used to connect to the database is erroring out. Please make sure that the password is still valid and that the user is not being deleted or suspended. Here are documents to help you verify the SQL user: How To Add a SQL User or How To Setup A SQL User
2) Force sync the dataset
If everything with the datasource comes back fine, go to the dataset’s page. There is a blue sync button there. Press it to initiate a sync. If the time doesn’t update in 10-15 minutes, then there’s probably an issue with the dataset.
A. Default Datasets
- Default datasets can fail if there’s an overload of data that is being queried. This is done to protect the SQL database.
- Default datasets can also fail to sync if the agent goes down for an extended period of time.
- In either case, please reach out to support so we can investigate or re-initiate syncing
B. Custom Datasets
The #1 cause for custom datasets not syncing is because they lack a unique identifier. Please make sure whatever field you’re setting as id is truly unique. If it’s a field from the database that you’re copying, look at using the concat tool to combine multiple fields to create a new unique identifier. More tips on this can be found in point 1 here: Dataset Requirements
Timeout errors can happen when the dataset is syncing, but not when first building. We wish there was a better way to notify you of this error and we hope to have something soon, but in any case if you’re confident in the unique identifier, reach out to us at support at email@example.com and we’d be glad to look into it
C. Dropbox datasets
If your dataset is a CSV file from dropbox, open the dataset’s page and then go to step 2 to check the field types. Often times a field formatting can be off and the field type then gets conflicted which you’ll see on that page.
If after checking the datasource and the dataset, something still seems off, then please let us know at firstname.lastname@example.org . We’re here to help you!