Troubleshooting

Quick fixes for the most common issues.

Common issues and how to resolve them. If none of these help, see Getting help.

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My analysis is taking a long time

Processing time depends on how many responses there are, usually a few minutes and up to about half an hour for large datasets. You can safely leave the page or log out; the analysis keeps running in the background. If it is still going after several hours, contact [e-mail] and we will investigate.

My analysis failed

You can still download the raw data from the results page. Contact [e-mail] and we will re-run the analysis and look into the cause.

I see an error message

Follow any steps suggested in the message. If it persists, contact [e-mail] with the details (a screenshot helps) and we will resolve it.

A connector stopped importing new data

This usually means the connection needs re-authorising, for example because the platform credentials expired. Open Integrations, then Connections, check the status shown on the connection (Action needed, Sync paused, Setup incomplete), and reconnect or resume it. Once the underlying issue is fixed, use Sync now to catch up without waiting for the next scheduled run. See Connecting your tools.

I opened a link and ended up in a different organisation

That's expected. Links to feedback groups, analyses, and sources belong to one organisation. If you follow a link to something in another organisation you're a member of, BAI Analytics switches you to it automatically and shows a Switched to {organisation} notice. If you're not a member of that organisation, you'll see an access error instead; ask its admin to invite you.

I see "Welcome to BAI Analytics" instead of my dashboard

Your account isn't part of any organisation yet. If you're joining a team, ask an admin of that organisation to send you an invitation, then sign in from the invitation email. If you're evaluating BAI Analytics, use Request demo access on that screen or click Contact us. See Log into your account.

A feature I expected is missing

Access is set up per organisation. Open Settings and check the Organization access panel: if the add-on you need (for example Web & social monitoring or Connected platforms & API) isn't listed, contact your BAI Analytics representative to enable it. Some actions are also admin-only; see What's admin-only.

The account window closed after I changed my language

That's expected. After you save a new interface language, the account window closes on its own and the app reloads in the language you chose. A timezone-only change keeps the window open.

My file upload was rejected

A few things to check:

• Format: uploads accept .xlsx, .xls, .csv, .docx, .pdf, .json, and common audio formats (.mp3, .wav, .m4a, .aac, .flac, .ogg, and others).

• Size: a single upload is limited to 500 MB.

• Password-protected or corrupted files: re-export the file without a password.

• Empty file: make sure there is at least one row of data below the header.

• No question column: at least one column needs to be mapped to a question type, not all set to Metadata or Ignored.

See Uploading an Existing Dataset for the full upload flow.

A scraping agent returned little or no data

Open the agent's execution history and the platform status view to see which platforms returned data. If one platform is consistently empty, double-check the URL, handle, or search term you gave it. Failed runs refund their credits automatically, so it is safe to adjust and re-run.