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AppVector Troubleshooting Guide

Quick solutions to common issues and problems you might encounter while using AppVector.io.

Account & Access Issues​

Login Problems​

Problem: Cannot log into AppVector dashboard Solutions:

  • Clear browser cache and cookies
  • Try incognito/private browsing mode
  • Reset password using "Forgot Password" link
  • Check if email verification is pending
  • Contact support if account is locked

Subscription & Billing​

Problem: Subscription not active or payment failed Solutions:

  • Check payment method validity (expired cards)
  • Verify billing address matches card details
  • Contact your bank if international payments are blocked
  • Upgrade/downgrade through account settings
  • Contact billing support for payment disputes

App Connection Issues​

App Not Found​

Problem: AppVector cannot find your app when adding URL Solutions:

  • Verify app is live on App Store/Google Play
  • Check URL format is correct
  • Wait 24-48 hours for new apps to be indexed
  • Try alternative app store URL formats
  • Ensure app is available in your region

Ranking Data Missing​

Problem: No ranking data showing for your app Solutions:

  • Wait 24-48 hours for initial data collection
  • Verify app has organic keyword rankings
  • Check if app is available in tracked regions
  • Confirm keywords are relevant to your app
  • Add more seed keywords for better tracking

Competitor Tracking Issues​

Problem: Competitor data not updating Solutions:

  • Verify competitor app URLs are correct
  • Check if competitor app was removed from stores
  • Ensure competitors are in same category/market
  • Wait for next data refresh cycle (usually 24 hours)
  • Remove and re-add problematic competitors

Data & Analytics Issues​

Keyword Rankings Not Updating​

Problem: Keyword position data seems outdated Solutions:

  • Check last update timestamp in dashboard
  • Verify keywords are still relevant to your app
  • Confirm app hasn't been removed or suspended
  • Check if keyword tracking limit has been reached
  • Refresh keyword list to trigger update

Download Data Discrepancies​

Problem: AppVector downloads don't match App Store Connect Solutions:

  • Different Counting Methods: App Store Connect shows downloads, AppVector estimates based on rankings
  • Time Zone Differences: UTC vs local time reporting
  • Data Delays: App Store Connect updates daily, AppVector estimates real-time
  • Geographic Scope: Check if tracking same regions

Missing Competitor Data​

Problem: Competitor analysis showing incomplete data Solutions:

  • Add competitors manually using App Store URLs
  • Wait for competitor data indexing (24-48 hours)
  • Check if competitors are active in your keywords
  • Verify competitors are in same app category
  • Contact support for enterprise competitor tracking

Technical Issues​

Dashboard Loading Slowly​

Problem: AppVector dashboard takes too long to load Solutions:

  • Check internet connection speed
  • Clear browser cache and cookies
  • Disable browser extensions temporarily
  • Try different browser (Chrome, Firefox, Safari)
  • Check AppVector status page for service issues

API Integration Problems​

Problem: API calls returning errors Common Error Codes:

// 401 - Unauthorized
// Solution: Check API key validity
if (error.status === 401) {
  console.log('Invalid API key - check credentials');
}

// 429 - Rate Limited
// Solution: Implement retry with delay
if (error.status === 429) {
  await new Promise((resolve) => setTimeout(resolve, 2000));
}

// 404 - Not Found
// Solution: Verify app ID or endpoint URL
if (error.status === 404) {
  console.log('App ID not found - check app exists');
}

Report Generation Failures​

Problem: Custom reports failing to generate Solutions:

  • Reduce date range if large dataset
  • Simplify report complexity (fewer metrics)
  • Check if all selected apps have data
  • Try different export format
  • Clear browser cache before regenerating

App Store Specific Issues​

iOS App Store Problems​

  • App Review Delays: Impact on ASO testing timeline
  • Keyword Field Updates: Changes take 24-48 hours to reflect
  • Category Changes: May affect all ASO metrics
  • App Store Connect Access: Verify you have proper permissions

Google Play Store Problems​

  • Metadata Updates: Can take several hours to appear
  • Geographic Rollouts: Staged launches affect tracking
  • Play Console Access: Ensure proper account permissions
  • Policy Compliance: Store violations impact visibility

A/B Testing Issues​

Test Not Starting​

Problem: A/B test shows as "pending" indefinitely Solutions:

  • Verify all test assets meet app store requirements
  • Check asset file sizes and formats
  • Ensure test parameters are realistic
  • Wait for app store approval (can take 24-48 hours)
  • Contact support if test stuck for over 72 hours

Inconclusive Test Results​

Problem: A/B test shows no statistical significance Solutions:

  • Extend Test Duration: Run longer for more data
  • Increase Traffic: Drive more store visits
  • Check Sample Size: Ensure adequate test population
  • Review Test Setup: Verify variants are meaningfully different
  • Market Factors: Consider external influences

Data Sync Issues​

Outdated Information​

Problem: Dashboard showing old data Solutions:

  • Force refresh by logging out and back in
  • Check data sync status in account settings
  • Verify app store connections are active
  • Wait for next scheduled data update
  • Contact support if data over 48 hours old

Missing Historical Data​

Problem: Historical performance data is incomplete Solutions:

  • Data retention depends on subscription plan
  • Historical data only available from account creation date
  • Some metrics require minimum tracking period
  • Export important historical data regularly
  • Upgrade plan for longer data retention

Performance Optimization​

Slow Query Performance​

Problem: Reports and dashboard loading slowly Solutions:

  • Reduce date ranges for large datasets
  • Filter by specific apps or keywords
  • Use summary views instead of detailed breakdowns
  • Schedule reports during off-peak hours
  • Consider upgrading to higher performance plan

Mobile App Issues​

Problem: AppVector mobile app not working properly Solutions:

  • Update to latest app version
  • Clear app cache and data
  • Restart mobile device
  • Check mobile internet connection
  • Use web dashboard as alternative

Getting Help​

Self-Service Resources​

  1. Knowledge Base: Searchable help articles
  2. Video Tutorials: Step-by-step visual guides
  3. Community Forum: User discussions and solutions
  4. Feature Documentation: Detailed feature guides

Contact Support​

  • Email Support: [email protected]
  • Live Chat: Available during business hours
  • Phone Support: Enterprise customers only
  • Emergency Line: Critical issues affecting revenue

Support Ticket Best Practices​

When contacting support, include:

  • Account Email: Your AppVector login email
  • App Details: App name and platform
  • Issue Description: Clear problem statement
  • Screenshots: Visual evidence of issues
  • Steps Taken: What you've already tried

Response Time Expectations​

  • Free Plan: 48-72 hours
  • Pro Plan: 24-48 hours
  • Enterprise: 4-8 hours
  • Critical Issues: 2-4 hours (revenue impacting)

Preventive Measures​

Regular Maintenance​

  • Weekly: Review key metrics and alerts
  • Monthly: Audit app connections and settings
  • Quarterly: Review subscription and feature usage
  • Annually: Comprehensive ASO strategy review

Best Practices Checklist​

  • Keep app store listings updated
  • Monitor competitor changes weekly
  • Backup important report data monthly
  • Review and update keywords quarterly
  • Test new features in sandbox first

Monitoring Setup​

// Set up comprehensive monitoring
const monitoringChecklist = {
  rankings: 'Daily keyword position checks',
  competitors: 'Weekly competitive analysis',
  downloads: 'Daily install trend monitoring',
  reviews: 'Real-time review notifications',
  alerts: 'Custom threshold-based alerts',
};

Emergency Response​

Critical Issues (Revenue Impact)​

  1. Immediate Assessment: Understand scope and impact
  2. Quick Fixes: Implement temporary solutions
  3. Escalation: Contact AppVector emergency support
  4. Documentation: Record issue for future prevention
  5. Post-Incident Review: Analyze and improve processes

Issue Escalation Matrix​

  • Level 1: User error, training needed
  • Level 2: Feature malfunction, workaround available
  • Level 3: Service disruption, business impact
  • Level 4: Critical failure, revenue at risk

Most issues have simple solutions! Start with the common fixes above, and don't hesitate to contact AppVector support for complex problems.

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