Troubleshooting

Summary#

This category is organized by what you can see, not by what the system calls it. Find the sentence that matches your screen, open that article, and you will get the cause, the fix, and what it means for your credits. If you are on the support team, Diagnosing a problem is the playbook for working a ticket, and Error message reference is the complete list of customer-visible error strings.

Overview#

Almost every problem in Metric Vault falls into one of five groups: you cannot get in, the app is not finishing something, a tool did not return what you expected, your plan or credits are not what you think they are, or something that was meant to arrive did not.

The routers below cover all of them. If your symptom is not listed, the fastest route is Contacting support, which tells you what to include so the answer comes back in one reply rather than three.

I cannot get in#

• I cannot sign in — the sign-in form rejects you, the password reset does not arrive, or Google sign-in comes back with an error.
• The dashboard is stuck loading — the dashboard shows a spinner and never opens, or it bounces you back to the sign-in page.

Something on screen is not doing anything#

• The dashboard is stuck loading — the loading overlay, what each waiting period means, and what a blocked script looks like.
• Some text is still in English — you picked a language but parts of the screen are still in English.
• Export or PDF problems — a PDF, CSV, Excel or JSON export failed or produced an empty file.

A tool did not do what I expected#

• A tool failed to run — a run stopped with a red message. Every point in the run where it can fail, and exactly what happens to your credit at each one.
• A tool returned no data — the run finished but the result is empty or says no data was found.
• I ran out of credits — you hit the monthly allowance and premium reports stopped.
• "This feature requires the ... plan" — a message says the feature needs a higher plan.

Plans, credits and payment#

• I ran out of credits — what still works, what stops, and when the allowance resets.
• My plan did not update after paying — you paid but the app still shows the old plan.
• "This feature requires the ... plan" — reading a plan gate and knowing which one you hit.
• Failed payments — a card charge did not go through.

Something did not arrive#

• My scheduled report never arrived — a scheduled report never reached the inbox.
• An integration stopped working — Google Search Console or a social account stopped returning data.
• Notification preferences — which alerts you have switched on, and which ones the system actually sends.

Error messages and status codes#

• Error message reference — every customer-visible error string, verbatim, with its cause and its fix.
• 503 and service-unavailable errors — service-unavailable responses and the checks that deliberately fail closed.
• Error and status codes — the machine-readable code that travels with each error.

For support and administrators#

• Diagnosing a problem — what to collect, which admin screens to check, in what order.
• Contacting support — how a customer reaches us and what to include.
• Error log and resolution — the grouped error console.
• Background jobs console — whether the background jobs are running.