Troubleshooting
Every failure we've actually seen, with the fix. Ordered by where it bites.
Updated Aug 14, 20264 min readApplies to 1.1.5
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Settings paths below name the Ledger chapter and the row, because that's how the live Settings screen is organised. Cmd 5 opens it.
Cataloging
Stalled at N of M images. Almost always a passing API problem. We checkpoint every batch and retry with a backoff, so give it five or ten minutes. If it hasn't resumed, quit and relaunch. The checkpoint picks up where it stopped.
504, or the edge function timed out. On plan credits, batches are capped at three per call precisely to stay under that timeout, so seeing this means something is wrong on our end. Tell us. On your own key, lower BATCH SIZE in chapter 07 The Machinery.
No API key error. Either add your own key in chapter 08 Keys & Cloud, the row PERSONAL ANTHROPIC KEY, or make sure your subscription is active so plan credits are available.
Blank thumbnails. Usually a mid-upload state, which has a thirty-minute grace period, or a stale storage path. Run CATALOG SYNC in chapter 07 The Machinery. It pulls a fresh copy of the catalog from the cloud.
Cloud backup stuck, or a gold count that won't move. This one has a real cause and a real fix.
A gold count on a job card, say 346 of 668 instead of a green number, means the job was only partly cataloged, so some frames never reached the cloud. Finish Backup can't close this gap, because it only re-links frames that already uploaded.
- Open the job in Catalog.
- Use Add Images, pointed at the same folder. It picks up only the frames that were never cataloged.
- Press Start Cataloging and leave it.
- The count settles to green as the remaining frames upload.
Add Images never re-tags or re-bills what's already done, so this is safe to run.
Pins aren't publishing on time. Your token has expired. It shows as a red Lineup tile with a Reconnect button. No second cause to check here. Publishing runs on our servers on a one-minute cron and doesn't care whether your Mac is awake, and there's no scheduler setting to have got wrong.
No board selected. Open the pin in the Lineup, choose a board by hand, re-approve. The board mapper didn't have enough tag context on that frame.
Disconnected out of nowhere. Tokens last sixty days. Reconnect in chapter 06 The Channels, the row PINTEREST · CONNECT.
Media rejected. Instagram sometimes refuses a specific image, usually over resolution or aspect ratio. Edit the post in the calendar, swap the image, re-approve.
Token expired. Reconnect in chapter 06 The Channels, the row INSTAGRAM · CONNECT. The flow issues a fresh sixty-day token.
Scheduled Instagram posts aren't going out. There's nothing to switch on. Publishing is held behind Meta's verification, so nothing goes out yet however your calendar looks. Two things are worth getting right in the meantime. Meta requires an Instagram Business account linked to a Facebook Page, and a personal account will never work. And a post more than fifteen minutes past its slot gets skipped, so reschedule that one by hand rather than waiting on it.
License and account
Key won't activate. Check it against your purchase email. Then try Refresh my plan in chapter 01 Account, under LICENSE & SUBSCRIPTION, which finds the right license on your account without you pasting anything. Replace license key, on the same row, is the manual path.
Renewal screen every launch. The subscription lapsed or the card failed. Use Manage Subscription on that screen, then restart the app.
Wrong quota after switching workspaces. The cache clears on switch. If it looks stale, switch away and back, or relaunch.
Updates
Check for Updates says there's nothing, and you know there's. The update feed caches for a few hours. Hold Option while clicking Check for Updates in the app menu to force it. Failing that, quit and relaunch.
An update downloads but won't install. Quit fully, download the latest build from your account portal, install by hand. Your settings, license, and catalog are untouched.
Debrief and submissions
A client submitted their debrief and nothing appeared. Quit and relaunch to force a sync. If it's still missing, ask whether they actually pressed Submit at the end. Save doesn't send.
An editor can't see your submission. Check that editor's approval mode under Share, Submissions, Approvals. Blocked means it was refused server-side. Review means it's waiting on their sign-off before it reaches their inbox.
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