> 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 Quick fixes for the most common issues. Common issues and how to resolve them. If none of these help, see [Getting help](/boundaryai-docs/help/getting-help.md). *** ## 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 **** and we will investigate. ## My analysis failed You can still download the raw data from the results page. Contact **** 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 **** 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](/boundaryai-docs/bringing-in-your-feedback/connect-to-your-existing-systems.md). ## 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](/boundaryai-docs/getting-started/login.md). ## 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](/boundaryai-docs/account-and-administration/updating-settings.md#whats-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](/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.