Troubleshooting

Start with the narrowest failing stage. Record the workspace, provider resource, affected item, approximate time, browser, and visible error without including credentials or customer datasets.

A source will not connect

1. Confirm you are in the intended Marcenta workspace.
2. Sign in to the provider directly and verify access to the account, property, portal, objects, or calls.
3. Check whether the provider requires administrator approval for connected apps.
4. Return to the existing connection and use Reconnect before creating a duplicate.
5. For Apollo, generate a current API key with the needed call access.

If authorization succeeds but no resource is selected, return to Marcenta and complete the account or property selection step.

A sync failed or data is stale

Open Connections, find the source marked Needs attention, and open its management page. Check the selected provider resource, authorization state, latest sync information, and visible error.

After correcting provider access, start one sync and let it finish. Avoid launching overlapping history jobs. Remember that import, detection, recording retrieval, transcription, and analysis are separate stages.

A report has no data

• Confirm the source is connected and synced.
• Verify the selected provider resource.
• Broaden the date range.
• Remove filters one at a time.
• Confirm dimensions and metrics belong to the selected data view.
• Avoid relying on an incomplete current day.

Incidents look incorrect

Check source freshness, tracking changes, time zone, currency, attribution, campaign launches, and the original provider result. Sensitivity changes incident volume but do not prove whether a signal is valid.

A website form does not trigger routing

1. Confirm the script is observed on the exact public page.
2. Verify protocol and hostname match the allowed origin.
3. Confirm the form is Configured, not only Discovered.
4. Review changes-detected status and current selectors.
5. Confirm required field mappings return the expected values.
6. Verify at least one active rule or fallback can handle the submission.
7. Repeat with a safe test lead in a clean browser session.

No calendar availability appears

Confirm the routing result permits booking, the selected group has an eligible active member, the representative's Google Calendar is connected, and meeting settings are valid. For Salesforce owner routing, also confirm directory freshness and the owner-to-Marcenta-user mapping.

If only certain days are empty, check existing calendar conflicts, booking window, duration, and buffer rather than assuming the calendar is disconnected.

A booking fails

Refresh availability and choose a current slot; another meeting may have occupied the earlier time. Confirm the representative calendar remains connected and that configured Salesforce writeback permissions are available when required.

Use the routing record to distinguish form capture, routing decision, availability, booking, calendar, and CRM stages.

A call is missing analysis

Confirm the source imported the call, then inspect the recording's status. Recording content, transcript, and analysis can finish separately. Use reprocess only after confirming usable source content exists.

A workflow will not publish or run

• Wait for the draft to finish saving.
• Open each validation message and correct the identified node.
• Recheck bindings after changing an upstream node.
• Test all material branches.
• Confirm required source and destination connections.
• Place Push to Google Ads after one Human Approval step with its approved output.

In run history, start with the first failed node. Downstream skips are often consequences of that failure.

An agent or artifact is incomplete

Check the agent's inputs, category, seeds, threshold mode, status, and source availability. Use revise for review-stage output and retry for a failed stage when those actions are available. An artifact export exists only for supported structured types.

Contact support

Use the in-product support action or contact hello@marcenta.ai. Include:

• workspace name;
• affected feature and non-sensitive item name;
• provider and selected resource name, if relevant;
• approximate time and time zone;
• steps to reproduce; and
• the exact visible error message.