# Troubleshooting

> Find the fix by what you're seeing: upload problems, empty Dimensions, odd numbers, or an agent run that stopped.

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](/data/check-a-file), then see [The file is rejected or never appears](/data/upload-errors#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](/data/upload-errors#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](/troubleshooting/enrichment#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](/troubleshooting/enrichment#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](/troubleshooting/enrichment#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](/troubleshooting/enrichment#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/backfill) |
| Dimensions cover only part of the history | The backfill had a date range | [Dimensions cover only part of the history](/troubleshooting/enrichment#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](/troubleshooting/enrichment#values-you-didnt-define) |
| Counts are higher or lower than your file | Counting messages instead of conversations, or only enriched conversations | [Numbers look wrong](/troubleshooting/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](/troubleshooting/numbers-look-wrong#a-date-is-a-day-off) |
| The agent stopped part way through | A turn has a step limit | Reply **continue**. See [Agent runs](/troubleshooting/agent#it-stopped-part-way-through). |
| The agent ignored a file | It plans before it reads files | Name each file in your message. See [Agent runs](/troubleshooting/agent#it-ignored-a-file-you-uploaded). |
| 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](/troubleshooting/agent#you-cant-find-the-output). |
| You need to delete data | There's no self-serve delete of records | [Removing data](/admin/security#removing-data) |
| The app shows "Application error" | A stale page or cached site data | [The app shows an error](#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](#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 **support@dimensionlabs.io** 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](https://www.dimensionlabs.io/). Use **hello@dimensionlabs.io** 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).