Troubleshooting Guide

Name: Pingd
Author: Pingd

Having issues with Pingd? This guide covers common problems and their solutions.

Agent Issues

Agent Not Responding in Slack

Symptoms: You send a message to Pingd in Slack but get no response. Solutions:

Check the bot is added to the channel — Type /invite @Pingd in the channel
Try a DM — Send a direct message to the Pingd bot instead
Check Slack connection — Go to Settings → Integrations → Slack and verify the connection is active
Reconnect Slack — If the connection shows an error, click Reconnect and re-authorize
Check if your account is disabled — Ask your admin if your agent access has been disabled

Slow Responses

Symptoms: Agent takes more than 15 seconds to respond. Solutions:

Complex queries take longer — Pipeline analysis across many records is slower than simple lookups
CRM sync in progress — If a sync is running, queries may be slower. Check sync status in Settings
Simplify your query — Break complex questions into smaller parts
Check status page — Visit status.pingd.io for any known service issues

Inaccurate or Incomplete Answers

Symptoms: Agent returns wrong data or misses records. Solutions:

Check sync status — Your CRM data may not be fully synced yet
Verify field mapping — Custom fields need to be mapped at Settings → Integrations → Field Mapping
Add data definitions — Help the AI understand your fields with custom definitions
Check data access policies — You may not have access to the records you're asking about
Be more specific — "Show me deals over $100K closing in Q2" gets better results than "show me big deals"

Agent Says "I Don't Have Access"

Symptoms: Agent reports it cannot access certain data. Solutions:

Check your data access policy — Ask your admin what data you're authorized to see
Verify CRM connection — The CRM may need to be reconnected
Check access tier — Some features require Power or Admin tier

Slack Issues

"App Not Installed" Error

Symptoms: Slack says Pingd isn't installed in your workspace. Solutions:

Ask your Slack workspace admin to approve the Pingd app
Have a Pingd admin reconnect the workspace from Settings

Bot Posting in Wrong Channel

Symptoms: Notifications or insights going to the wrong Slack channel. Solutions:

Go to Settings → Agent → Notifications
Verify the delivery channel is set correctly
Update scheduled task delivery settings if applicable

Can't Find the Pingd Bot

Symptoms: Pingd doesn't show up in Slack's app directory or DM list. Solutions:

Search for "Pingd" in Slack's app search
Check if the app was removed from your workspace
Ask your admin to re-install the app

Data Issues

CRM Data Not Showing Up

Symptoms: Records you expect to see aren't appearing in agent responses. Solutions:

Wait for sync — Initial sync can take 15-60 minutes
Trigger manual sync — Go to Settings → Integrations → CRM and click Sync Now
Check the object is included — Verify the object type is in your sync configuration
Check your CRM permissions — Your CRM user needs read access to the records
Check data access policy — Your Pingd policy may filter those records

Sync Errors

Symptoms: Sync status shows errors or warnings. Solutions:

Authentication expired — Reconnect your CRM from Settings
API limit reached — Wait for your CRM's API limit to reset (usually hourly)
Object permission denied — Ensure your CRM user has API access to the required objects
Contact support — If errors persist, email support@pingd.io with the error details

Stale Data

Symptoms: Agent returns outdated information. Solutions:

Check last sync time — Settings → Integrations shows the last successful sync
Trigger manual sync — Click Sync Now for immediate refresh
Check sync frequency — Default is every 15 minutes; contact support if you need faster sync

Connector Issues

Snowflake Authentication Errors

Symptoms: "Authentication failed" or "User does not exist" when testing Snowflake connection. Solutions:

Verify account identifier — Use the format orgname-accountname (found in your Snowflake URL)
Check username/password — Ensure credentials are correct and the user exists
Verify role permissions — Snowflake user needs SELECT permissions on target databases/schemas
IP allowlist — Add Pingd's IP addresses to your Snowflake network policy if required
Multi-factor authentication — Currently not supported; use a service account without MFA

Common account identifier mistakes:

Using the full URL instead of just the identifier
Missing the region if it's not us-west-2
Case sensitivity — use lowercase for the identifier

S3 Connection Issues

Symptoms: "Access Denied" or "InvalidAccessKeyId" errors when connecting to S3. Solutions:

Verify AWS credentials — Check that access key and secret key are correct
Check bucket permissions — IAM user needs s3:GetObject and s3:ListBucket permissions
Bucket region — Ensure the bucket region matches your configuration
Public access blocked — Your bucket may have public access restrictions

Required S3 permissions:

{
    "Version": "2012-10-17",
    "Statement": [
        {
            "Effect": "Allow",
            "Action": [
                "s3:GetObject",
                "s3:ListBucket"
            ],
            "Resource": [
                "arn:aws:s3:::your-bucket-name",
                "arn:aws:s3:::your-bucket-name/*"
            ]
        }
    ]
}

Salesforce Token Issues

Symptoms: "Invalid session ID" or "INVALID_LOGIN" errors when using Salesforce connector. Solutions:

Refresh OAuth tokens — Go to Dashboard → Connections, find your Salesforce connection, and click Reconnect
Check API access — Ensure your Salesforce user has API access enabled
Password change — If you changed your Salesforce password, you'll need to reconnect
Session timeout — Salesforce tokens expire; Pingd should auto-refresh, but manual reconnection may be needed

Token refresh process:

Navigate to Dashboard → Connections
Find your Salesforce connection (will show "Error" status)
Click Reconnect
Re-authorize with Salesforce
Test the connection to verify it's working

Advisor Issues

Advisor Batch Still Processing

Symptoms: Advisor status shows "Processing" for longer than expected. Solutions:

Wait for completion — OpenAI batch processing can take 2-24 hours depending on queue
Check batch status — Dashboard → Advisors → View Details shows current batch status
Large datasets — More data takes longer to process; consider adding filters to reduce scope
OpenAI API limits — Rare, but batch may be delayed due to API quotas

Normal processing times:

Small datasets (<1000 records): 5-30 minutes
Medium datasets (1K-10K records): 30 minutes - 2 hours
Large datasets (10K+ records): 2-24 hours

Advisor Delivery Failures

Symptoms: Advisor completed processing but insights weren't delivered to Slack. Solutions:

Verify Slack connection — Check Settings → Integrations → Slack for connection status
Check notification column — Ensure your data has a valid email column mapped for delivery
Email matching — Recipient emails in your data must exactly match Slack workspace member emails
User not in workspace — If someone left the Slack workspace, delivery will fail for their records

Delivery requirements:

Data must have a notification column (like owner_email) configured in data shaping
Email addresses must match Slack workspace members exactly
Recipients must be active members (not guests or deactivated accounts)

"No Slack User Found" Errors

Symptoms: Error message shows specific email addresses that couldn't be found in Slack. Solutions:

Check spelling — Verify email addresses in your data match Slack profiles exactly
Case sensitivity — Email matching is case-sensitive
User not in workspace — Person may have left the Slack workspace or been deactivated
Guest accounts — Slack guest users may not be found by email lookup
Update data — If someone changed their email, update it in your source system

Example error: "No Slack user found for bigdawg@gmail.com" This means the data contains bigdawg@gmail.com but no active Slack workspace member has that email address.

Advisor Role Requirements

Symptoms: "Insufficient permissions" error when trying to create or manage advisors. Solutions:

Check your role — Only Owner and Admin roles can create advisors
Request role upgrade — Ask your organization owner to upgrade you to Admin
Member limitations — Member role can view advisor insights but cannot create or modify them

Role permissions for advisors:

Owner: Full advisor access (create, edit, delete, manage)
Admin: Full advisor access (create, edit, delete, manage)
Member: View insights only, cannot create or modify advisors

Account Issues

Can't Log In

Solutions:

Reset password — Use the "Forgot Password" link on the login page
Check email — Make sure you're using the email your admin invited
Try OAuth — If you signed up with Google/Microsoft, use that login method
Contact admin — Your account may have been disabled

Can't Access Admin Features