Troubleshooting Guide

WorkStart thesewith inthe order.account Mostand problemsfilters, resolvethen identify whether the problem is in the firstapplication, twoassistant steps.connection, data interpretation, or capture. For external-assistant setup, keep Account Access and OAuth open alongside this guide.

Step 1. Check the three filters

Dashboard, Videos and Assets share a date range, a period and a project, and they apply together. A narrow range or a single-project selection explains most surprising results. Widen the range and clear the project before concluding anything is missing.

Step 2. Check the account

Confirm whichthe account you are signedshown in as,the shownapplication atand complete email verification if requested. Then check that the bottom of the sidebar. Then confirm that account has theexpected project youis expectavailable under Projects. AccessAn isassistant bymay be authorized as a different account: ask for read-only authentication diagnostics showing the masked account, granted scopes, and accessible-project count, then compare its project sharing,list sowith athe missingapplication. siteA isvalid usuallyconnection awith sharingno questionshared ratherprojects thancan areturn fault.an empty list.

Step 3. Identify which layer is failing

Symptom Layer Go to You cannot sign in or a page errors Application Step 4 The assistant cannot connect or sees nothing Connection Troubleshooting Connections Results are returned but look wrong Interpretation Step 5 Records are missing for a period or camera Capture Step 6

Step 4. Application problems

No Intelligence item in the navigation. TheConfirm the account and whether its interview has notbeen publishedpublished. aPublication profile. Completeunlocks the interview.Unexpectednormal Applicationpersonalized Errorhub; onfeature anavailability assetcan address.also Theaffect assetnavigation. IDIf doesalready notpublished, existcontact orsupport. An interview is not sharedrequired withfor you.ordinary Returnexternal-assistant toMCP Assetsaccess. An asset address shows an error. Confirm the ID and searchcurrent project access, then locate the identifierrecord instead.through Assets. If the error persists, collect its message; do not assume every error means the asset is missing. The interview will not advance. Return toCheck the indicated question markedand incompletevisible validation or save error. Wait for the saved indicator before leaving, and retry a failed save. Verification or registration interrupts assistant setup. Finish account verification, confirm the account in the leftapplication, rail.and Yourrestart draftthe isconnection saved.from the assistant. An expired consent request needs a new attempt. See Account Access and OAuth.

Step 5. Results that look wrong

If the answer is generic, check whether the assistant used SiteTrax.io tools and retrieved relevant published profile facts, then specify the project, time period, and question. The public profile response excludes the working brief, drafts, custom AI instructions, and preferred answer length. Reconnecting does not fix missing tool use by itself.

Before treating a number as a defect, confirm what is being counted.

Stored readings and distinct identifiers are different measures. One physical pass can produce more than one record. A processing status describes the read, not the unit. An observed interval is a measurement, not a cause.

Then open an individual record and compare the reading against the image. If they disagree, mark it Incorrect.

Step 6. Missing records

Check Videos for the same period.projects Noand period, including your access and filters. Missing recordings pointscan atindicate capture ratheror thaningestion processing.problems, but their absence alone does not establish the cause. Ask an assistant whether therestored werereadings show unusual volume gaps inand examine the period,affected andsources. checkTreat this as a lead for investigation, not proof that a camera health.was offline. Compare against the coverage cards onwith the Intelligence hub.coverage Anguidance. areaA configured gate pair is setup information, not evidence that neverboth hadsides capturecaptured willtraffic neverduring producethe records.period. Confirm the relevant observations.

Step 7. Collect the details before escalating

Include the account email, the project, the date and time range, the exact identifier, what you expected, what you saw, and any error message. For an assistant problem, add which assistant and how it was connected.

For missing notification emails, inspect the notification ID, status, expiry, current project access, recipient verification, and recent delivery history. For digests, also check the schedule, timezone, and stored reporting window. Listing and history require read permission only. See Alerts and Scheduled Digests.

Never include passwords, OAuth tokens or client secrets in a support request.