Troubleshooting

FAQ

• Questions about Settings

  The settings are used to manage your business and personal details

• Questions about Synerise monitoring alerts

  Synerise sends an email with alerts about statistics on specific events

• Questions about Data Management

  Data Management include: catalogs, reports, events, the file explorer, blocks, and code pools

• Questions about Profiles

  Profiles is the place to manage your customers/companies

• Questions about Automation

  You can automate actions that you would otherwise have to perform manually

• Questions about Communication

  You can communicate with clients using multiple communication channels

• Questions about AI

  This section contains questions about AI-powered features

• Questions about Analytics

  The Analytics module allows to study and analyze clients' activities

• Questions about API keys

  API keys are necessary for communication between Synerise and applications and for using our SDK or plugins

• Questions about Imports

  Imports let you upload customer, product, and promotion data into Synerise

Measure the activity of your customers and the results of your activities

Analytics

The settings are used to manage your business and personal details

Settings

Data Management include: catalogs, reports, events, file explorer, blocks, and code pools

Data Management

Profiles is the place to manage your customers/companies

Profiles

Instead of having to repeat certain activities manually, you can set up an automation process that will take the weight of certain duties off your shoulders

Automation

Communication

• Email can't be sent

  Check the solutions to the most common issues related to sending emails

• Dynamic content isn't displayed

  Check the solutions to the most common issues related to dynamic content display

• Dynamic elements don't display in the messages

  Check the most popular issues that causes failures in the display of dynamic elements in messages

• Expired capping blocks sending other messages

  Check the solutions for the capping issues

• I can't send SMS with a custom sender name

  Check the most common causes of the issue

• I received the push.notSent event

  Check out the possible causes of the issue

• I received the sms.notSent event with error message

  Check the cause of the issue

• Images don't display in web push notifications on MacOS devices

  MacOS devices display only images added as icons to push notifications

• Lack of dynamicContent.show event on customer’s profile after a page visit

  Learn more about source of the issues connected with lack of this event

• Landing page doesn't display

  Check the solutions to the most common issues related to landing page display

• Mobile push wasn't delivered

  Learn how to debug issues connected with sending mobile push notifications

• Read timed out error for the message.notSent event

  Choosing the wrong protocol or port may cause a timeout

• SMS campaign wasn't delivered

  Learn about the common issues that affect the delivery of text messages

• The "preview in browser option" doesn't work in a test email

  This may be caused by configuration of the test

• The form.submit event isn't sent sometimes

  Solve issues that prevent the event from being sent to Synerise

• Time in the Optimal sending time option changes after selecting it

  Check the most common causes of this issue

• Web push didn't reach all recipients

  Learn how to debug this kind of issues

• Web push doesn't display

  Learn how to debug issues connected with sending web push notifications

• Web push doesn't display in Safari

  Debugging of issues connected with displaying web push notifications in Safari