> For the complete documentation index, see [llms.txt](https://boundaryai.gitbook.io/boundaryai-docs/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://boundaryai.gitbook.io/boundaryai-docs/help/troubleshooting.md).

# Troubleshooting

Common issues and how to resolve them. If none of these help, see [Getting help](/boundaryai-docs/help/getting-help.md).

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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 **<info@boundary-ai.com>** and we will investigate.

## My analysis failed

You can still download the raw data from the results page. Contact **<info@boundary-ai.com>** 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 **<info@boundary-ai.com>** 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 the connector's data-source card, check the error shown there, and reconnect. Once the underlying issue is fixed, re-enabling the connection takes one click. See [Connecting your tools](/boundaryai-docs/bringing-in-your-feedback/connect-to-your-existing-systems.md).

## 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`, and others).
* **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](/boundaryai-docs/bringing-in-your-feedback/uploading-an-existing-dataset.md) 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.