Troubleshooting data issues in Databox

If you notice that data is missing, incorrect, or outdated in Databox, this guide will help you identify the most common causes and learn how to resolve them. We strive to sync data reliably and ensure that the values shown in Databox match what’s displayed in your connected services. However, because syncing data involves many moving parts such as API limitations, changes in the integration service, usage-based sync schedules, and user-defined configurations, discrepancies can occasionally occur. This guide explains what might cause data issues, and how to troubleshoot and fix them effectively.

Syncing rules

Databox only syncs data when it’s in use, and different resources have different sync rules:

• Data sources: Do not sync independently. Their sync frequency determines how often data is pulled, but syncing only occurs when at least one of their metrics is actively used in the application.
• Datasets: Sync at a fixed frequency regardless of whether any metrics have been created from them.
• Metrics: Sync according to the schedule of their parent resource (data source or dataset). To improve performance, metrics from the same source may update at different times within the hour.
• Notifications: Follow their own schedule (usually set by you) and are sent using the most recently synced data.

Common reasons for data issues

Check these potential issues first:

• The metric, dataset, data source, or connection is in error: Reconnect or reauthorize the affected integration. If an error message appears, follow the prompt to fix it.
• The account has been inactive for a while: Log into the account directly to trigger activity and restart syncing.
• The account’s subscription has expired: Renew the subscription or start a new trial, if available, to restore syncing.
• Multiple failed subscription payment attempts: Update your payment method in your Databox account to resume service.

Troubleshooting data issues

If none of the general causes apply, try the following based on the issue you’re experiencing:

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Empty or missing data

Possible causes

• No values were returned by the service (API).
• A temporary issue in the platform is preventing data display.

Resolution

• Confirm that the selected metric, dimension, and date range should return data. Log into the original service to check whether values are available there.
• In Databox, open the Datablock’s Advanced Settings and check if values are visible. If they are, try adjusting the date range or modifying the Datablock’s settings to trigger a data reload.
• Try refreshing the data manually.

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Inaccurate data

Possible causes

• The data was updated in the original service after the last Databox sync.
• The metric setup (dimensions, filters, etc.) doesn’t match how the value is calculated in the service.
• There are slight differences due to rounding or time zones.

Resolution

• Manually refresh or wait for the next scheduled sync.
• Review the metric configuration in the metric builder or Metric Library to ensure it matches the expected setup.
• Compare the time zone of the data source in Databox with that of the original service.

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Missing or incomplete historical data

This behavior is specific to metrics not based on datasets.

Possible causes

• The metric does not support historical data due to API limitations.
• The metric was not consistently in use and therefore wasn’t syncing.

Resolution

• Check the Metric Library or to confirm whether historical data is supported.
• Keep the metric in active use on at least one Databoard or report to ensure regular syncing going forward.
• Unfortunately, if the metric was inactive for a period, that historical data may not be recoverable.

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Duplicate or outdated data

This behavior is specific to metrics not based on datasets.

Possible causes

• A dimension value (e.g., campaign name) was renamed in the original service, but Databox still shows the old name.
• A value was deleted or moved to another date in the service but remains visible in Databox.

Resolution

• Purge the metric or data source to update dimension labels and remove outdated entries.
  • This may result in permanent loss of historical data for certain metrics, so proceed with caution.
• If outdated values still appear, try removing and re-adding the metric to force a refresh.
• Consider switching to a dataset-based metric, if possible.

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Still need help?

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