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Troubleshooting Guide

Solutions to common issues you might encounter while using aidnn.

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Connection Issues

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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

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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

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File Upload Issues

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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

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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

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Analysis Issues

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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

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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?”

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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

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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

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Visualization Issues

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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”

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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”

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Session Issues

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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

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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

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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

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Performance Issues

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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

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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

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Data Quality Issues

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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

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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

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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”

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Getting Additional Help

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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

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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

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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

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Quick Reference

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Additional Resources

• FAQ - Common questions answered
• Best Practices - Get better results
• Getting Started - Basics guide
• Support: support@isotopes.ai

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