Appendix C: Troubleshooting & FAQ
This appendix provides solutions to common issues and answers to frequently asked questions.
Troubleshooting
Login Issues
"I can't log in to Console"
Possible Causes:
- Account not created
- Account deactivated
- Wrong email/password
- Browser cache issues
Solutions:
- Verify your email address with your admin
- Request password reset
- Clear browser cache and cookies
- Try incognito/private browsing mode
"Session expired unexpectedly"
Cause: Sessions expire after inactivity for security.
Solution: Log in again. Save work frequently.
Treatment Issues
"Treatment is not delivering to users"
Checklist:
- Treatment status is Active
- Journey status is Active
- For Burst journeys: current date is within start/end dates
- Guardrails aren't too restrictive
- Surface is correctly configured in your app
- Destination integration is working
"Treatment content is not displaying correctly"
Check:
- Image URLs are accessible
- Personalization fields have data for users
- Content fits within treatment type constraints
- No special characters causing issues
"Wrong treatment is showing"
Verify:
- Correct treatment is active
- Other treatments aren't competing
- Guardrails are correct
- Clear app cache on test device
"Personalization shows placeholder instead of value"
Causes:
- User doesn't have the data field populated
- Data field name is misspelled
- Data pipeline issue
Solution: Check data field configuration and user data.
Journey Issues
"Journey ended prematurely"
For Burst Journeys:
- Check end date was set correctly
- Verify timezone settings
For Any Journey:
- Check if manually paused
- Review status change history
"Can't add treatment to journey"
Verify:
- You have TREATMENT_EDIT permission
- Journey is not archived
- Journey type allows the treatment type
Analytics Issues
"Analytics shows no data"
Check:
- Date range includes activity
- Treatment/journey has been running
- Data processing delay (up to 24 hours)
- Filters aren't hiding data
"Metrics seem incorrect"
Consider:
- Date range selection
- Time zone differences
- Attribution window settings
- Processing delays
"Uplift is showing negative"
Investigate:
- Sample size is sufficient
- Control group is properly configured
- External factors affecting groups differently
- Treatment may genuinely underperform (iterate)
Agent and AI Insights Issues
"Agent and AI Insights won't respond"
Try:
- Refresh the page
- Ask a simpler question
- Check your Agent External Use permission
- Wait and try again
"Responses seem wrong or outdated"
Note:
- AI uses processed data (may have delay)
- Cross-check with Analytics dashboards
- Ask clarifying questions
Permission Issues
"Feature is grayed out or not visible"
Cause: Missing permission for that feature.
Solution: Contact admin to request access.
"I can view but not edit"
Cause: You have VIEW but not EDIT permission.
Solution: Request EDIT permission from admin.
Browser Issues
"Console is slow or unresponsive"
Try:
- Clear browser cache
- Close other tabs
- Use recommended browser (Chrome, Firefox, Edge)
- Check internet connection
"Display looks broken"
Check:
- Browser is up to date
- Zoom is at 100%
- Screen resolution meets minimum (1280x720)
- Try different browser
Frequently Asked Questions
General
Q: What browsers are supported? A: Chrome 90+, Firefox 88+, Edge 90+, Safari 14+. Latest versions recommended.
Q: Is there a mobile app for Console? A: Auxia Console is a web application. It's responsive but optimized for desktop use.
Q: How often is data updated? A: Most metrics update within 1-4 hours. Some aggregations may take up to 24 hours.
Q: What timezone does Console use? A: Console uses your organization's configured timezone. Check with your admin.
Treatments
Q: How many treatments can I create? A: There's no hard limit, but organize them well for manageability.
Q: Can I copy a treatment? A: Yes, duplicate functionality is available from treatment details.
Q: Can treatments be in multiple journeys? A: During creation, you can assign to multiple Evergreen journeys. Burst journeys are single-assignment.
Q: What happens to treatments when I pause a journey? A: All treatments in the journey stop delivering. They resume when the journey is reactivated.
Q: How do I A/B test treatments? A: Create variants as separate treatments in the same journey, then compare in analytics.
Journeys
Q: What's the difference between Evergreen and Burst? A: Evergreen journeys run indefinitely (always-on). Burst journeys have defined start and end dates.
Q: Can I extend a Burst journey? A: Yes, edit the journey and change the end date before it expires.
Q: Can I convert a Burst journey to Evergreen? A: This typically requires creating a new Evergreen journey and moving treatments.
Q: How many treatments should be in a journey? A: No fixed rule. Keep it manageable (start small, expand based on results).
Analytics
Q: What's a good CTR? A: Varies by treatment type. Benchmarks: Push 3-5%, In-app 5-10%, Banner 2-4%, Modal 8-15%.
Q: How is uplift calculated? A: Uplift = (Treatment Rate - Control Rate) / Control Rate × 100%
Q: How long should I wait before analyzing results? A: Generally 7+ days for sufficient data. Check statistical significance indicators.
Q: Can I export analytics data? A: Yes, if you have ANALYZE_EXPORT permission. Look for export options in dashboards.
Agent and AI Insights
Q: What questions can I ask Agent and AI Insights? A: Performance questions, comparisons, trend analysis, investigations, and optimization recommendations.
Q: How accurate is Agent and AI Insights? A: It queries your actual data but verify unexpected findings with Analytics dashboards.
Q: Does Agent and AI Insights have access to individual user data? A: No, it works with aggregated metrics only. No PII access.
Access & Security
Q: Who can see my conversations in Agent and AI Insights? A: Conversations are private to you.
Q: How do I get more permissions? A: Contact your Console admin with specific permission requests and business justification.
Q: What happens to my work if I'm removed? A: Content you created remains in the system. You lose access to view/edit it.
Technical
Q: Why did my treatment show as "scheduled"? A: For Burst journeys, treatments are scheduled before the journey start date.
Q: How does the control group work? A: A percentage of eligible users are randomly held out from receiving treatments to measure baseline behavior.
Q: Can I change the control group size? A: This is typically configured at the system level by admins.
Q: What integrations are supported? A: Braze, Salesforce Marketing Cloud, Segment, and others. Check with your admin for your specific setup.
Getting Help
Self-Service Resources
- This User Guide
- In-Console tooltips (hover over info icons)
- Agent and AI Insights for data questions
Contact Support
| Issue Type | Contact |
|---|---|
| Permission requests | Your Console admin |
| Feature questions | Your Auxia representative Manager |
| Technical issues | Support via your Auxia representative |
| Data questions | Use Agent and AI Insights first, then Auxia representative |
Information to Include When Reporting Issues
- What you were trying to do
- What happened (expected vs actual)
- Error messages (screenshot if possible)
- Browser and version
- Steps to reproduce
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