Skip to main content

​
Troubleshooting Guide

Solutions to common issues you might encounter while using aidnn.

​
Connection Issues

​
Can’t Log In

Symptoms:
  • Login page won’t load
  • Credentials rejected
  • Stuck on login screen
Solutions:
  1. Check Your URL
    • Verify you’re using the correct aidnn URL
    • Remove any extra characters from the URL
  2. Verify Credentials
    • Ensure username/email is correct
    • Check caps lock is off
    • Try password reset if unsure
  3. Clear Browser Cache
    • Clear cookies and cache
    • Try incognito/private browsing mode
    • Try a different browser
  4. Check Network
    • Verify internet connection
    • Try different network if possible
    • Check if firewall is blocking access
Still Not Working? Contact your system administrator or support@isotopes.ai

​
Data Source Connection Failed

Symptoms:
  • “Connection failed” error
  • Can’t connect to database
  • Business app authentication fails
Solutions: For Database Connections:
  1. Verify connection details are correct:
    • Host/server address
    • Port number
    • Database name
    • Username and password
  2. Check permissions:
    • User has read access
    • Can connect remotely
    • No IP restrictions blocking access
  3. Test from another tool:
    • Verify database is accessible
    • Confirm credentials work elsewhere
For Business App Connections:
  1. Re-authenticate:
    • Go to Data Sources
    • Click “Reconnect”
    • Complete authorization flow
  2. Check account status:
    • Verify account is active
    • Confirm you have necessary permissions
    • Check if subscription is current
For Google Drive:
  1. Refresh authorization:
    • Disconnect and reconnect
    • Grant all requested permissions
  2. Check Google account:
    • Logged into correct account
    • Account has Drive access
    • Not blocked by organization policy

​
File Upload Issues

​
Upload Fails

Symptoms:
  • File won’t upload
  • Upload stops partway
  • “Upload failed” error
Common Causes & Solutions: File Too Large:
  • Maximum size is 100MB
  • Split file or use Google Drive for larger files
  • Use database connection for very large datasets
Unsupported Format:
  • Check file format is supported (CSV, Excel, JSON, etc.)
  • Try re-exporting from source application
  • Convert to CSV if possible
File Corrupted:
  • Try opening file in Excel/editor
  • Re-export from source system
  • Check file isn’t password-protected
Network Issues:
  • Check internet connection
  • Try again with stable connection
  • Try smaller test file first

​
File Uploaded But Won’t Process

Symptoms:
  • Upload completes but aidnn can’t read it
  • “Error processing file” message
Solutions:
  1. Check File Structure:
    • First row should be headers
    • Consistent number of columns per row
    • No completely empty rows at start
  2. Check Encoding:
    • Save as UTF-8 if possible
    • Try different encoding options
  3. Simplify File:
    • Remove unnecessary formatting
    • Remove merged cells (Excel)
    • Remove macros or embedded objects
  4. Try Different Format:
    • If Excel, try saving as CSV
    • Remove extra sheets if multi-sheet workbook

​
Analysis Issues

​
Plan Seems Wrong

Symptoms:
  • Plan doesn’t match your request
  • Steps don’t make sense
  • Wrong data source referenced
Solutions:
  1. Review Your Question:
    • Was it clear and specific?
    • Did you mention the right data?
    • Is time period specified?
  2. Ask for Clarification:
    “Why are you using approach X?” “Should step 3 be doing Y instead?”
  3. Request Modifications:
    “Change step 2 to use revenue column instead” “Use my QuickBooks data instead of the CSV”
  4. Start Over:
    • Cancel the plan
    • Rephrase your question more clearly
    • Break into smaller steps

​
Results Don’t Look Right

Symptoms:
  • Numbers seem incorrect
  • Missing expected data
  • Charts look wrong
Solutions:
  1. Verify Data Source:
    • Check correct file/table was used
    • Verify date range
    • Confirm filters didn’t exclude data
  2. Check the Plan:
    • Review what steps were executed
    • Verify calculations were correct
    • Check for filtering or aggregation issues
  3. Validate Against Known Values:
    • Compare to known totals
    • Check a few records manually
    • Verify calculations make sense
  4. Ask aidnn:
    “Show me how you calculated this total” “What data was included in this analysis?” “Why is the count different from what I expected?”

​
Analysis Takes Too Long

Symptoms:
  • Queries running for many minutes
  • Session seems frozen
  • Waiting indefinitely
Solutions:
  1. For Large Datasets:
    • Filter to smaller date ranges
    • Limit to specific categories
    • Sample the data first
  2. For Database Queries:
    • Check database performance
    • Ensure queries are optimized
    • Verify indexes exist on key columns
  3. Break It Down:
    • Split complex analysis into steps
    • Do exploratory analysis on subset
    • Scale up once approach is validated
  4. Check Status:
    • Look for progress indicators
    • Refresh page if truly stuck
    • Contact support if persistent

​
aidnn Doesn’t Understand

Symptoms:
  • Irrelevant plans
  • “I don’t understand” messages
  • Wrong interpretation
Solutions:
  1. Simplify Your Question:
    • Use plain language
    • Avoid jargon or acronyms
    • Be more explicit
  2. Provide More Context:
    • Specify which data
    • Mention column names
    • Give examples
  3. Break It Down:
    • Ask one thing at a time
    • Build up complex analysis step-by-step
    • Reference previous results
  4. Use Different Phrasing:
    • Try asking the same thing different ways
    • Describe what output you want
    • Show an example

​
Visualization Issues

​
Chart Looks Wrong

Symptoms:
  • Chart type inappropriate
  • Axis labels unclear
  • Too much/too little data
Solutions:
  1. Request Different Chart Type:
    “Show this as a line chart instead” “Make it a bar chart”
  2. Adjust Data:
    “Show only top 10 categories” “Filter to last 6 months” “Remove outliers”
  3. Fix Axes:
    “Use logarithmic scale” “Change the Y-axis to show percentages”

​
Can’t See Chart Elements

Symptoms:
  • Labels cut off
  • Legend missing
  • Too small to read
Solutions:
  1. Resize:
    • Make browser window larger
    • Zoom in on chart
    • Download as image at higher resolution
  2. Simplify:
    “Show fewer categories” “Group smaller categories into ‘Other’”
  3. Request Adjustments:
    “Make labels more readable” “Rotate X-axis labels”

​
Session Issues

​
Can’t Find Previous Session

Symptoms:
  • Session missing from list
  • Can’t locate by name
Solutions:
  1. Use Search:
    • Search by session name
    • Search by keywords in conversation
    • Filter by date range
  2. Check Archives:
    • Look in archived sessions
    • Filter to show archived
  3. Check Shared:
    • Look in shared sessions section
    • Verify it wasn’t accidentally shared

​
Session Won’t Load

Symptoms:
  • Session opens but shows error
  • Infinite loading
  • Partial content loads
Solutions:
  1. Refresh Page:
    • Simple refresh often works
    • Try hard refresh (Ctrl+F5)
  2. Clear Cache:
    • Clear browser cache
    • Try incognito mode
  3. Check Data Sources:
    • Verify data sources still connected
    • Reconnect if needed
  4. Try Different Browser:
    • Test in Chrome, Firefox, Safari
    • Update browser if outdated

​
Lost Work

Symptoms:
  • Session appears empty
  • Recent work missing
  • Changes not saved
Solutions:
  1. Check Auto-Save:
    • Sessions auto-save continuously
    • Refresh to see latest
  2. Verify Session:
    • Make sure you’re in correct session
    • Check session timestamp
  3. Check Network:
    • Network interruption during save
    • Retry operations if needed
Prevention:
  • Name sessions immediately
  • Export important results
  • Don’t rely solely on sessions for critical work

​
Performance Issues

​
Slow Response Times

Symptoms:
  • Long delays between messages
  • Slow plan generation
  • Laggy interface
Solutions:
  1. Check Internet:
    • Test internet speed
    • Switch networks if possible
    • Close other bandwidth-heavy apps
  2. Browser Performance:
    • Close unused tabs
    • Clear cache
    • Restart browser
    • Update to latest version
  3. Simplify Requests:
    • Work with smaller data subsets
    • Break complex analysis into steps
    • Filter data before complex operations

​
Browser Crashes

Symptoms:
  • Browser freezes
  • Tab crashes
  • Memory errors
Solutions:
  1. Reduce Memory Usage:
    • Close other tabs
    • Restart browser
    • Clear cache
  2. Update Browser:
    • Ensure browser is current
    • Try different browser
  3. Work Smaller:
    • Filter data to smaller sets
    • Download large results rather than viewing inline
    • Break analysis into smaller sessions

​
Data Quality Issues

​
Missing or Null Values

Symptoms:
  • Unexpected null/blank values
  • Calculations seem off
  • Records missing
Solutions:
  1. Identify Missing Data:
    “Check for missing values” “Show me rows with null revenue”
  2. Handle Missing Data:
    “Remove rows with missing values” “Fill missing prices with average” “Replace nulls with 0”
  3. Investigate Source:
    • Check source data
    • Verify data extraction
    • Fix at source if possible

​
Duplicate Records

Symptoms:
  • Counts higher than expected
  • Same record appears multiple times
Solutions:
  1. Check for Duplicates:
    “Find duplicate rows” “Show me potential duplicate customers”
  2. Remove Duplicates:
    “Remove duplicate rows” “Keep only one record per customer ID”
  3. Understand Why:
    • Check data source
    • Verify join logic
    • Fix source process if recurring

​
Incorrect Data Types

Symptoms:
  • Numbers treated as text
  • Dates not recognized
  • Can’t perform calculations
Solutions:
  1. Convert Data Types:
    “Convert amount column to numbers” “Parse date column as dates”
  2. Fix Formatting:
    “Remove $ and commas from prices” “Standardize date format”

​
Getting Additional Help

​
Before Contacting Support

Gather this information:
  • What you were trying to do
  • Exact error message (screenshot if possible)
  • Steps to reproduce the issue
  • Your session ID (if applicable)
  • When the issue started

​
How to Contact Support

📧 Email: support@isotopes.ai Include:
  • Detailed description of issue
  • Steps you’ve already tried
  • Attachments (screenshots, error messages)
  • Your account information
  • Urgency level

​
Emergency Issues

For critical issues affecting multiple users:
  • Email support@isotopes.ai with “URGENT” in subject
  • Contact your account administrator
  • Check status page (if available) for known issues

​
Quick Reference

​
Additional Resources

Most issues can be resolved quickly with these troubleshooting steps. If you’re still stuck, we’re here to help!