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Troubleshooting Guide

Solutions to common problems and issues you might encounter with Synton AI

Troubleshooting Guide

Find solutions to common issues. If you don't see your problem here, contact support or ask the AI for help!

Quick Fixes

Try these first - they solve 80% of issues:

  1. Refresh the page (⌘ R or Ctrl + R)
  2. Clear browser cache (⌘ ⇧ Delete)
  3. Try incognito/private mode (rules out extensions/cache)
  4. Check status.synton.ai (system status)
  5. Ask the AI (⌘ / then describe the problem)

AI Chat Issues

AI Not Responding

Problem: AI chat isn't responding to messages

Solutions:

  1. Check internet connection

    • Test: Try loading another website
    • Fix: Reconnect to internet

  2. Reload the page

    • Press ⌘ R (Mac) or Ctrl + R (Windows)
    • Chat should reconnect automatically

  3. Clear stuck messages

    • Type /clear to clear chat
    • Start new conversation with /new

  4. Check system status

    • Visit status.synton.ai
    • If Claude API is down, wait for resolution

  5. Try different browser

    • Test in Chrome (most compatible)
    • Update browser to latest version

Still not working? Contact support@synton.ai

AI Gives Wrong Information

Problem: AI provided incorrect data or bad advice

Solutions:

  1. Verify the data

    • Cross-check with Shopify admin
    • AI may be working with cached data

  2. Refresh data

    • Ask: "Refresh my store data"
    • Wait 30 seconds, ask again

  3. Provide more context

    • Be more specific in your question
    • Example: Instead of "sales", ask "sales for Blue Running Shoes in January 2024"

  4. Report the error

    • Tell AI: "That information is incorrect. The actual [data] is [correct info]"
    • AI learns from corrections

Why this happens:

  • AI works with snapshots (may be slightly outdated)
  • Complex questions can be misunderstood
  • Rare AI hallucinations

Chat History Lost

Problem: Can't find previous conversations

Solutions:

  1. Search history

    • Use /history command
    • Or /search [keyword] to find specific chats

  2. Check filters

    • History view may have date filter active
    • Remove filters to see all conversations

  3. Account logged in

    • Ensure you're logged into correct account
    • History is per-account, not shared

Note: Chat history is retained for 90 days, then archived.

Module Issues

Module Not Appearing on Store

Problem: Deployed a module but can't see it on storefront

Solutions:

  1. Verify module is active

    • Ask AI: "Show module status"
    • Check that module isn't paused

  2. Check display rules

    • Some modules only show on specific pages
    • Ask AI: "Where does [module] appear?"

  3. Clear cache

    • Clear browser cache
    • Wait 5-10 minutes for CDN to update
    • Test in incognito mode

  4. Verify theme compatibility

    • Ask AI: "Is [module] compatible with my theme?"
    • May need manual code installation

  5. Check visibility settings

    • Module may be hidden for certain conditions
    • Example: Popup only shows to new visitors

  6. Publish changes

    • Ask AI: "Publish [module] widget"
    • Ensure changes were saved

Quick test: Ask AI: "Show me a preview of [module]"

Module Not Working Correctly

Problem: Module displays but doesn't function properly

Solutions:

  1. Check browser console

    • Open DevTools (F12)
    • Look for JavaScript errors (red text)
    • Share errors with support

  2. Test on different device

    • Mobile vs. desktop may behave differently
    • Try different browsers

  3. Verify settings

    • Ask AI: "Show [module] configuration"
    • Check all required fields are filled

  4. Update module

    • Ask AI: "Update [module] to latest version"
    • Bug fixes are released regularly

  5. Disable conflicting apps

    • Other Shopify apps may conflict
    • Test with other apps temporarily disabled

Can't Remove Module

Problem: Module removal fails or errors

Solutions:

  1. Pause first, then remove

    • Ask AI: "Pause [module]"
    • Wait 1 minute
    • Ask AI: "Remove [module]"

  2. Check dependencies

    • Some modules depend on others
    • Remove dependent modules first

  3. Force removal

    • Ask AI: "Force remove [module]"
    • This overrides safety checks

  4. Manual cleanup

    • If automated removal fails
    • Ask AI: "Give me manual removal instructions for [module]"

Billing Issues

Charged More Than Expected

Problem: Bill is higher than anticipated

Solutions:

  1. Review usage breakdown

    • Settings → Billing → Usage
    • Check AI credit usage
    • Check the daily usage chart for a spike

  2. Check for:

    • Credit top-ups bought during the period
    • A plan change mid-cycle (changes are prorated)
    • Mid-cycle plan upgrade (pro-rated)
    • Multiple store installations

  3. Export billing details

    • Settings → Billing → Export Invoice
    • Review line-by-line charges

  4. Contact support

Payment Failed

Problem: Payment declined or failed

Solutions:

  1. Update payment method

    • Settings → Billing → Payment Method
    • Try different card

  2. Check card details

    • Expired card
    • Insufficient funds
    • Billing address mismatch

  3. Contact bank

    • Bank may have blocked charge
    • Authorize Shopify/Synton charges

  4. Grace period

    • 7 days to resolve payment issue
    • Update payment ASAP to avoid suspension

Can't Cancel Subscription

Problem: Cancellation not working

Solutions:

  1. Use correct flow

    • Settings → Billing → Cancel Subscription
    • Follow confirmation prompts

  2. Export data first

    • Backup important data before canceling
    • Settings → Data → Export All

  3. Contact support

    • If cancellation button not working
    • Email support@synton.ai
    • We'll process cancellation manually

Note: Cancellation takes effect immediately. Data retained 30 days.

Performance Issues

Slow Dashboard Loading

Problem: Synton AI dashboard loads slowly

Solutions:

  1. Check internet speed

    • Test: speedtest.net
    • Need: 5 Mbps minimum

  2. Clear browser cache

    • ⌘ ⇧ Delete (Mac) or Ctrl + Shift + Delete (Windows)
    • Select "Cached images and files"

  3. Disable browser extensions

    • Ad blockers can slow loading
    • Test in incognito mode

  4. Update browser

    • Use latest Chrome, Firefox, Safari, or Edge
    • Old browsers are slower

  5. Reduce data range

    • Loading large date ranges is slow
    • Try "Last 7 days" instead of "Last year"

Store Slow After Installing Module

Problem: Storefront slower after adding Synton module

Solutions:

  1. Test impact

    • Use Google PageSpeed Insights
    • Pause module, test again
    • Compare scores

  2. Optimize module

    • Ask AI: "Optimize [module] performance"
    • Enable lazy loading
    • Reduce widget complexity

  3. CDN caching

    • Wait 24 hours for CDN to fully cache
    • Performance improves after caching

  4. Check other factors

    • Other apps also installed recently?
    • Large images uncompressed?
    • Theme itself slow?

Note: Synton modules typically add <100ms load time (imperceptible).

Integration Issues

Shopify Connection Lost

Problem: "Shopify connection error" message

Solutions:

  1. Reconnect Shopify

    • Settings → Integrations → Shopify
    • Click "Reconnect"
    • Authorize access

  2. Check permissions

    • Synton may have been uninstalled from Shopify
    • Reinstall from Shopify App Store

  3. Verify store status

    • Is your Shopify store active?
    • Paused stores can't connect

  4. Session expired

    • Log out and log back in
    • Refresh page

Meta Ads Connection Issues

Problem: Can't connect Meta Ads account

Solutions:

  1. Use correct Meta account

    • Must be Business Manager admin
    • Personal profiles can't connect

  2. Grant all permissions

    • During OAuth, approve ALL requested permissions
    • Partial permissions cause failures

  3. Clear OAuth cache

    • Disconnect Meta (if partially connected)
    • Wait 5 minutes
    • Reconnect fresh

  4. Check Meta account status

    • Ensure ad account not disabled
    • Meta must be in good standing

Can't Sync Products

Problem: Products not syncing from Shopify

Solutions:

  1. Force sync

    • Ask AI: "Sync products from Shopify"
    • Wait 2-5 minutes

  2. Check product status

    • Draft products don't sync
    • Products must be "Active"

  3. API rate limits

    • Large catalogs (1,000+ products) take time
    • Sync happens in batches

  4. Verify permissions

    • Shopify API access may be restricted
    • Reinstall app to refresh permissions

Module-Specific Issues

Reviews Not Collecting

Problem: Review requests not sent or reviews not appearing

Solutions:

  1. Check email delivery

    • Test email: Ask AI "Send test review request"
    • Check spam folder

  2. Verify trigger settings

    • Reviews → Settings → Request Timing
    • May be set to send after X days

  3. Confirm eligible orders

    • Only fulfilled orders trigger requests
    • Draft/pending orders don't count

  4. Email template issues

    • Ask AI: "Show review email template"
    • Verify links work

Upsells Not Showing

Problem: Upsell recommendations not displaying

Solutions:

  1. Check upsell rules

    • Ask AI: "Show upsell rules"
    • May be targeting wrong products

  2. Product relationships

    • AI needs data to make recommendations
    • New stores: Add manual rules

  3. Display conditions

    • May be hidden on mobile
    • May require minimum cart value

  4. Cache issue

    • Clear browser cache
    • Test in incognito

Chatbot Not Responding

Problem: Customer chatbot doesn't answer

Solutions:

  1. Check chatbot status

    • Ask AI: "Is chatbot active?"
    • May be paused

  2. Verify hours

    • Chatbot may have business hours set
    • Outside hours = offline

  3. Review training

    • Chatbot needs FAQs to answer
    • Add more training data

  4. Escalation triggered

    • Bot may have escalated to human
    • Check support inbox

Technical Errors

"Something went wrong" Error

Generic error message

Solutions:

  1. Note what you were doing

    • Helps support diagnose
    • Try to reproduce error

  2. Check browser console

    • F12 → Console tab
    • Screenshot any red errors

  3. Try again

    • Temporary glitch
    • May work on retry

  4. Report to support

    • Include screenshots
    • Describe steps to reproduce

404 Page Not Found

Problem: "Page not found" when navigating

Solutions:

  1. Check URL

    • Typo in address
    • Old bookmark (page moved)

  2. Clear cache

    • Cached redirect may be stale

  3. Use navigation

    • Go to Dashboard (G D)
    • Navigate from there

500 Internal Server Error

Problem: Server error when performing action

Solutions:

  1. Wait 5 minutes

    • Temporary server issue
    • Usually resolves quickly

  2. Check status page

    • status.synton.ai
    • May be planned maintenance

  3. Try different action

    • Error may be specific to one feature
    • Other features should work

  4. Contact support

    • If persistent
    • Provide error message screenshot

Mobile Issues

Mobile App Not Syncing

Problem: Mobile app out of sync with desktop

Solutions:

  1. Pull to refresh

    • Swipe down on any screen
    • Forces data refresh

  2. Force close app

    • Close completely (not just minimize)
    • Reopen app

  3. Check internet

    • Switch between WiFi and cellular
    • May be connectivity issue

  4. Update app

    • App Store / Play Store
    • Latest version may fix bug

Touch Targets Too Small

Problem: Hard to tap buttons on mobile

Solutions:

  1. Zoom in

    • Pinch to zoom browser
    • Makes targets larger

  2. Enable accessibility

    • Settings → Accessibility
    • Increase touch target size

  3. Use landscape mode

    • Rotate device
    • More space for UI elements

  4. Report issue

    • Specific button hard to tap?
    • We'll increase target size

Data Issues

Missing Data in Reports

Problem: Reports show incomplete data

Solutions:

  1. Check date range

    • May be viewing empty time period
    • Expand date range

  2. Verify filters

    • Active filters hiding data
    • Clear all filters

  3. Data not yet available

    • Some reports have 24-48h delay
    • Check back tomorrow

  4. Permissions

    • May not have access to all data
    • Check role permissions

Export Not Working

Problem: Can't export data as CSV/PDF

Solutions:

  1. Check file size

    • Large exports (>10K rows) may timeout
    • Try smaller date range

  2. Popup blocker

    • Browser may block download
    • Allow popups for synton.ai

  3. Try different format

    • CSV not working? Try PDF
    • Or vice versa

  4. Alternative: Copy data

    • Select data in table
    • Copy (⌘ C) and paste into Excel

Getting More Help

When to Contact Support

Contact support if:

  • Issue persists after trying fixes
  • Error affects business operations
  • Data appears corrupted or wrong
  • Security concern
  • Billing dispute

How to Get Faster Support

Include in your support request:

  1. Describe the issue

    • What you tried to do
    • What happened instead
    • Error messages (exact text)

  2. Steps to reproduce

    • Step-by-step how to trigger issue
    • Helps support reproduce and fix

  3. Screenshots/videos

    • Visual aids speed diagnosis
    • Screen recording for complex issues

  4. Environment details

    • Browser and version
    • Device (desktop/mobile)
    • Store URL

  5. Account info

    • Email address
    • Store name
    • Plan type

Emergency Support

For critical issues:

  • Live chat: synton.ai (Mon-Fri 9 AM-6 PM ET)
  • Email: support@synton.ai (mark as URGENT)
  • Enterprise: Direct phone line (see your welcome email)

Critical = Business stopped:

  • Store completely down
  • Checkout not working
  • Data breach/security issue

Related Resources

Can't find your issue? Ask the AI: "I'm having a problem with [describe issue]"

Looking for something else? Browse all guides.