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Common Issues

The Data team is here to help you with all Thrivestack needs! The purpose of this training is to empower Performance teams to troubleshoot common issues themselves.

If you encounter any issues or have any questions, reach out to the #help-data-support Slack channel. Any troubleshooting issue should be supplemented with all steps you took to troubleshoot yourself.

Examples include:

  • Checking the log details and seeing the last time the job successfully ran
  • Ensuring the job is running on a schedule
  • The job is active
  • Re-running the job and it still fails

Here are some more tips on how to troubleshoot common issues we encounter daily.

503 error​

Problem: API error - service overload

Solution: Re-run the job

Next Steps: If issue persists, try re-running the job at a later time

503 error

Timeout error​

Problem: API error - job took too long to run

Solution: Re-run the job

Next Steps: If issue persists, try re-running the job at a later time

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SQL error​

Problem: SQL syntax error in database 

Solution: Reach out to the Data team

Next Steps: Submit a message to #help-data-support and provide job details and error seen

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tip

When in doubt, re-run your Thrivestack job as this is the solution to most common issues we come across. Just make sure to double check the job schedule.