Troubleshooting

Troubleshooting

Monitor Issues

Monitor not running on schedule

Check:

  • Monitor is set to Active (not Paused)
  • At least one prompt is assigned
  • AI models are selected
  • You haven't hit your plan's monitor limit

Fix: Activate the monitor and confirm prompts are assigned. If still stuck after 4 hours past expected run time, contact support@gracker.ai.

Visibility score stuck at 0%

Possible causes:

  • Your brand name conflicts with a more famous unrelated brand
  • Insufficient indexed content for AI engines to associate you with the topic
  • Prompts don't match real buyer language
  • Your domain isn't verified in Settings → Domains

Fix: Verify domain. Use stronger natural-language prompts with buyer context. Wait 2–4 weeks after publishing new content before remeasuring.

Sudden visibility drop (>15 points in 7 days)

Possible causes:

  • AI engine model update (most common)
  • Competitor published major content
  • Your content was de-indexed or removed
  • Prompt language no longer matches AI training

Fix: Filter Responses to last 7 days, single-engine view. Compare against previous 7 days. Read 5–10 responses to identify the pattern. Often resolves within 1–2 weeks as AI engines re-balance.

Citation Issues

My domain doesn't appear in citations

Possible causes:

  • Domain not yet verified in Settings
  • Citation backfill incomplete (takes up to 72 hours)
  • Your content genuinely isn't being cited

Fix: Verify domain. Wait 72 hours. Then check the Brands column on Responses — if you see your icon there but not in Citations, contact support. If you see neither, you have an authority gap (see Reading Citations).

Wrong domain attributed to my brand

Cause: Multiple domains share similar branding.

Fix: Add an explicit domain mapping in Settings → Brand Mapping. Edge cases (subdomains, ccTLDs) may need manual mapping.

Portal Issues

Portal pages not indexing in Google

Check:

  • Sitemap submitted to Google Search Console
  • robots.txt allows indexing
  • Pages return 200 status (not 404 or 5xx)
  • Schema validates in Rich Results Test

Fix: Submit sitemap. Wait 1–2 weeks for initial indexing. Use the URL Inspection tool in GSC to debug specific pages.

Schema not appearing

Check:

Fix: Most often a CDN issue. Some aggressive minifiers strip JSON-LD. Whitelist the script type.

Custom domain shows "Pending" indefinitely

Cause: DNS not propagated or misconfigured.

Fix: Check DNS with dig your-subdomain.com CNAME. Should return portals.gracker.ai. If not, recheck DNS provider settings. CNAME on apex domains isn't supported by most DNS providers — use a subdomain or a provider with ALIAS support.

Portal slow to load

Check:

  • Lighthouse Performance score in Chrome DevTools
  • Time to First Byte (TTFB) — should be <500ms
  • CDN is enabled (Cloudflare or CloudFront)

Fix: Most slowdowns are CDN-related. Verify caching is configured per Cloudflare or Route53 & CloudFront docs.

Integration Issues

GSC connection fails

Check:

  • Google account has at least Restricted access in GSC
  • Property is verified in GSC
  • You authenticated with the correct Google account

Fix: Disconnect, reauthenticate with the right account. If still failing, GSC propagation can take 24 hours after first verification.

Slack alerts not firing

Check:

  • Slack app is installed in workspace
  • Channel is configured for that alert type
  • Alert threshold is met

Fix: Send a test alert from Configure → Integrations → Slack → Test. If test fires but real alerts don't, check thresholds.

API returning 401

Cause: API key invalid, expired, or revoked.

Fix: Generate a new key at Configure → Integrations → API. Update your integration. Rotate keys every 90 days as a habit.

Account Issues

Can't invite teammate

Check: You're at user limit on your plan, or invite went to spam.

Fix: Upgrade plan or have invitee check spam folder. Resend from Settings → Team.

Locked out of account

Fix: Use password reset on login page. If 2FA device is lost, contact support@gracker.ai — recovery requires identity verification.

Still Stuck?