Snapshots docs

Troubleshooting

The most common problems, and what to do about each.

Someone didn't get the email

1. Ask them to check spam or junk, and to add the sender to their contacts.
2. Open the schedule and look at Send to. An address marked as unsubscribed, bounced or reported as spam is no longer emailed by that schedule.
3. Check the schedule isn't Paused in the list.
4. Some company mail filters hold emails with attachments. Try CSV, or ask their IT team to allow the sender.

A schedule is paused and I didn't pause it

It paused for one of these reasons, and the owner or admins were emailed about it:

• The owner left or lost access to the board. An admin can take it over in Settings → Paused schedules.
• Your plan changed and you have more schedules than it allows. Upgrade, or delete another schedule and resume this one.
• It failed several times in a row. Check the owner still has access to the board, then click Resume.
• Everyone unsubscribed, or every address is outside the account's allowed domains. Add a recipient, or ask an admin to change the list, then resume.

If an admin tightens the allowed domains, addresses outside the list are skipped at the next send, the rest still get the email, and the owner is told which were skipped.

My filters leave the file empty

That isn't an error. A schedule whose filters match no item still sends, with only the header row and the line "No items match this schedule's filters today." Check the filter rows in the schedule. See Filters and ready-made reports.

My logo was refused

Logos must be a PNG or JPEG of at most 200 KB. SVG files, GIFs and other files are refused with "Upload a PNG or JPEG under 200 KB."

"You can send one test or run every 5 minutes"

A test and Run now share one wait of 5 minutes per schedule. Try again after it. If the board couldn't be read, nothing was sent and the wait is given back.

A column is missing from the file

Only the columns chosen in the schedule are included. If a column was added to the board after the schedule was made, edit the schedule and add it. If the schedule's owner can't see a column because of board permissions, it can't be exported with their access.

A download link says it has expired

Emailed download links work for 7 days, or for the number of days an admin chose on Business and above. After that, the schedule's owner or an admin can download the same copy from the History tab, as long as it's within your plan's history period.

The email arrived at the wrong time

Check the time zone set on the schedule. Times follow that zone's clock, including daylight saving changes, not the time zone of the person reading the email.

Still stuck?

Contact support with the board's name and the schedule's name. We reply within one business day. Please don't send board contents or files unless we ask.