Common Issues and Solutions

Encountering issues with your CRM? This comprehensive troubleshooting guide covers the most common problems and their solutions.

Login and Access Issues

Cannot Log In

Problem: Unable to access your DealNebu account

Solutions:

1. Check Credentials: Verify email and password are correct
2. Reset Password: Use the "Forgot Password" link
3. Clear Browser Cache: Remove stored login data
4. Try Different Browser: Test with another browser
5. Check Internet Connection: Ensure stable connectivity

Account Locked

Problem: Account temporarily locked due to multiple failed attempts

Solutions:

1. Wait 15 Minutes: Automatic unlock after timeout
2. Contact Support: Request immediate unlock
3. Password Reset: Change password to regain access
4. Check Email: Look for security notifications

Two-Factor Authentication Issues

Problem: Cannot receive or enter 2FA codes

Solutions:

1. Check Phone Signal: Ensure SMS can be received
2. Resync Authenticator: Re-add account to authenticator app
3. Use Backup Codes: Enter saved recovery codes
4. Contact Support: Disable 2FA temporarily
5. Update Phone Number: Ensure correct number on file

Data Sync and Loading Issues

Data Not Loading

Problem: Information not displaying or updating

Solutions:

1. Refresh Page: Force reload of current page
2. Check Internet: Verify stable connection
3. Clear Cache: Remove browser stored data
4. Try Mobile App: Test on different platform
5. Check Server Status: Verify system availability

Sync Problems

Problem: Data not syncing between devices

Solutions:

1. Force Sync: Manually trigger synchronization
2. Check Connectivity: Ensure internet access
3. Restart App: Close and reopen application
4. Update App: Install latest version
5. Re-login: Sign out and back in

Missing Data

Problem: Records or information disappeared

Solutions:

1. Check Filters: Remove active filters
2. Search Function: Use search to locate records
3. Check Permissions: Verify access rights
4. Contact Support: Report missing data
5. Check Recycle Bin: Look for deleted items

Mobile App Issues

App Crashes

Problem: Mobile app closes unexpectedly

Solutions:

1. Restart App: Close and reopen application
2. Restart Device: Reboot phone or tablet
3. Update App: Install latest version
4. Clear App Cache: Remove temporary files
5. Reinstall App: Delete and reinstall application

Slow Performance

Problem: App runs slowly or freezes

Solutions:

1. Close Other Apps: Free up device memory
2. Check Storage: Ensure adequate free space
3. Update OS: Install device system updates
4. Restart Device: Reboot to clear memory
5. Check Network: Verify internet speed

Push Notifications Not Working

Problem: Not receiving mobile notifications

Solutions:

1. Check Settings: Enable notifications in app
2. Device Settings: Allow notifications in system settings
3. Update App: Install latest version
4. Restart Device: Reboot to refresh services
5. Re-login: Sign out and back in

Import and Export Issues

Import Failures

Problem: Data import not working or incomplete

Solutions:

1. Check File Format: Ensure CSV format is correct
2. Validate Data: Remove special characters and formatting
3. Check File Size: Ensure file isn't too large
4. Map Fields: Properly match columns to fields
5. Test Small Batch: Try importing fewer records

Export Problems

Problem: Cannot export data or incomplete exports

Solutions:

1. Check Permissions: Verify export access rights
2. Reduce Data Size: Export smaller date ranges
3. Try Different Format: Use alternative export format
4. Clear Filters: Remove active filters before export
5. Contact Support: Report export issues

Duplicate Records

Problem: Multiple entries for same contact or deal

Solutions:

1. Use Merge Tool: Combine duplicate records
2. Import Settings: Enable duplicate detection
3. Data Cleanup: Regular duplicate removal
4. Validation Rules: Prevent future duplicates
5. Training: Educate team on data entry

Email Integration Issues

Email Not Syncing

Problem: Emails not appearing in CRM

Solutions:

1. Check Integration: Verify email connection
2. Re-authenticate: Reconnect email account
3. Check Filters: Ensure emails meet sync criteria
4. Update Settings: Refresh integration settings
5. Contact Support: Report sync issues

Email Tracking Not Working

Problem: Email opens and clicks not tracked

Solutions:

1. Enable Tracking: Turn on email tracking features
2. Check Email Client: Ensure compatibility
3. Image Loading: Verify images are enabled
4. Test Email: Send test message to verify tracking
5. Update Settings: Refresh tracking configuration

Performance and Speed Issues

Slow Loading Times

Problem: Pages and data load slowly

Solutions:

1. Check Internet: Verify connection speed
2. Clear Cache: Remove browser stored data
3. Close Tabs: Reduce browser memory usage
4. Update Browser: Install latest version
5. Try Different Browser: Test alternative browser

Timeout Errors

Problem: Operations timeout or fail to complete

Solutions:

1. Reduce Data Size: Work with smaller datasets
2. Check Connection: Ensure stable internet
3. Retry Operation: Attempt action again
4. Break Into Steps: Divide large operations
5. Contact Support: Report persistent timeouts

Search and Filter Issues

Search Not Working

Problem: Search function not returning results

Solutions:

1. Check Spelling: Verify search terms are correct
2. Use Wildcards: Try partial matches with *
3. Clear Filters: Remove active filters
4. Check Permissions: Verify access to searched data
5. Try Different Terms: Use alternative keywords

Filters Not Applied

Problem: Filters not working or showing wrong results

Solutions:

1. Clear All Filters: Reset filter settings
2. Check Logic: Verify filter combinations
3. Refresh Page: Reload to apply filters
4. Save Filters: Create saved filter sets
5. Contact Support: Report filter issues

Integration Problems

Third-Party Integration Issues

Problem: Connected apps not working properly

Solutions:

1. Check Connection: Verify integration status
2. Re-authenticate: Reconnect third-party service
3. Update Credentials: Refresh login information
4. Check Permissions: Verify access rights
5. Contact Support: Report integration problems

API Issues

Problem: Custom integrations not functioning

Solutions:

1. Check API Keys: Verify credentials are valid
2. Review Documentation: Ensure proper implementation
3. Test Endpoints: Verify API connectivity
4. Check Rate Limits: Ensure not exceeding limits
5. Contact Support: Report API issues

Getting Help

Self-Service Resources

• Help Center: Comprehensive documentation
• Video Tutorials: Step-by-step guides
• Community Forum: User discussions
• Knowledge Base: Searchable articles
• FAQ Section: Common questions

Contacting Support

• Live Chat: Real-time assistance
• Email Support: Detailed issue reporting
• Phone Support: Direct conversation
• Screen Sharing: Visual troubleshooting
• Priority Support: Expedited assistance

Providing Information

When contacting support, include:

1. Detailed Description: What exactly is happening
2. Steps to Reproduce: How to recreate the issue
3. Screenshots: Visual evidence of the problem
4. Browser/Device Info: Technical specifications
5. Error Messages: Exact text of any errors

Prevention Tips

Best Practices

1. Regular Updates: Keep app and browser current
2. Data Backup: Regular export of important data
3. User Training: Proper system usage education
4. System Monitoring: Regular performance checks
5. Preventive Maintenance: Proactive issue prevention

Maintenance Schedule

• Daily: Check for critical issues
• Weekly: Review system performance
• Monthly: Data cleanup and optimization
• Quarterly: Comprehensive system review
• Annually: Major updates and upgrades

Most issues can be resolved quickly with the right approach. When in doubt, don't hesitate to contact our support team for assistance!