Troubleshooting

Find what you’re seeing, then follow the link to the fix.

What you’re seeing	Most likely cause	Fix
The upload fails, or the file never appears	Empty text cells, wrong incoming values, or a missing required column	Run the file checker, then see The file is rejected or never appears
The upload worked, but fields are in the wrong place or there are extra rows	Unmapped columns, or line breaks inside text fields	The upload works, but the data is wrong
An uploaded file has no Dimensions	Uploaded files are enriched only by a backfill	Run a backfill from the Backfill tab. See No Dimensions yet.
Data from a live integration has no Dimensions yet	It’s enriched once a day	Check again tomorrow. See No Dimensions yet.
The standard Dimensions (System Prompts) are empty	They run every day only when daily enrichment is on for your workspace	Run a backfill, or ask support to turn on daily enrichment. See No Dimensions yet.
A business data file has no Dimensions	Business data is never enriched	Expected. If it holds conversations, upload it under Unstructured data. See No Dimensions yet.
A new prompt has no Dimensions on older conversations	A new prompt covers old data only after a backfill	Backfill history
Dimensions cover only part of the history	The backfill had a date range	Dimensions cover only part of the history
Values you didn’t define, or a Dimension that fires on everything	The prompt’s descriptions need tightening	Troubleshooting enrichment
Counts are higher or lower than your file	Counting messages instead of conversations, or only enriched conversations	Numbers look wrong
Dates are a day off	Platform dates are US Pacific; the agent’s clock is UTC	A date is a day off
The agent stopped part way through	A turn has a step limit	Reply continue. See Agent runs.
The agent ignored a file	It plans before it reads files	Name each file in your message. See Agent runs.
You can’t find a report the agent built	It’s in the project’s files	Open the File Manager, then Final Reports. See Agent runs.
You need to delete data	There’s no self-serve delete of records	Removing data
The app shows “Application error”	A stale page or cached site data	The app shows an error

The app shows an error

“Application error: a client-side exception has occurred (see the browser console for more information)” usually clears when you refresh the page. If it doesn’t, work through these in order.

1. Hard refresh. Cmd+Shift+R on a Mac, Ctrl+Shift+R on Windows.
2. Clear the site’s data for next.dimensionlabs.io, using the steps for your browser below.
3. Still there? Contact support (see Still stuck) and say what you were doing when the error appeared. A screenshot of the browser console helps.

Chrome

You can clear data for Dimension Labs only.

1. At the top right, click More (the three dots), then Settings.
2. Click Privacy and security, then Site settings.
3. Click View permissions and data stored across sites.
4. At the top right, search for dimensionlabs.io.
5. To the right of the site, click Remove (the trash icon).
6. Quit Chrome and open it again.

Safari

1. In the Safari menu at the top left, select Settings.
2. Click the Privacy tab.
3. Click Manage Website Data.
4. Search for dimensionlabs.io and remove it, or click Remove All.
5. Close the settings window.
6. Press Cmd+Q to quit Safari, then open it again.

Edge

Edge clears cached files for all sites, not just one.

1. Go to Settings.
2. Click Privacy, search, and services.
3. Click Clear browsing data.
4. Choose Cached images and files.
5. Pick a time range, such as All time.
6. Click Clear now.
7. Quit Edge and open it again.

Still stuck

Email [email protected] for all help: setup, uploads, file formats, Dimensions, users, login and billing. If you have a named customer support contact, you can go to them directly, or use the chat on dimensionlabs.io. Use [email protected] only for security questionnaires, DPAs and audit reports.

Say what you were doing, the source and prompt names, and the dates involved. For upload problems, attach the file checker’s report (it lists issues by code and contains none of your data).