Troubleshoot sources and missing data

Many fixes happen on the source itself, and only workspace admins and the user who connected the source can make them. If you aren’t one of them, ask a workspace admin. Learn more about Sources →

Source not available in a channel

Add sources lists only the sources you have Can use on. To see every source your workspace has, and the integrations it can add, select Sources in the sidebar.

What you see	Why	What to do
The tool isn’t in Add sources, and the Sources page lists it with the integrations your workspace can add.	Nobody has created a source for that tool yet.	Ask a workspace admin to create it. See Request a new source.
The source isn’t in Add sources, and its card on the Sources page shows `Request access`.	You don’t have Can use on the source.	Select `Request access`. See Request access.
The source’s card on the Sources page shows Access pending.	You’ve already asked for access, and nobody has approved the request yet.	Wait for a workspace admin to approve it. If the request is declined, the card shows `Request access` again.
The source isn’t in Add sources, and its card on the Sources page shows Disconnected.	The source is Disconnected.	Ask a workspace admin or the user who connected the source to reconnect it. See Reconnect a source.
The dataset you want, such as a Slack channel or a Qualtrics survey, isn’t in the dataset picker.	The source doesn’t include it.	Ask a workspace admin or the user who connected the source to add it. See Add datasets. Then add it to your channel. See Add datasets or sources.
`Add data` in the channel header is unavailable.	You can’t edit this channel.	Adding data to a channel needs edit access to it, as well as Can use on the source. See Channel setup.
The tool isn’t on the Sources page at all.	Dovetail doesn’t offer that tool as a source. Some tools, such as Zoom and Google Drive, are connected apps instead.	For a connected app, see Connected apps. For any other tool, send its data to an API or Zapier source. See API and Zapier sources.

Missing or outdated data

A channel shows every data point its datasets have imported, and then new data as each source syncs. If something you expect isn’t there, check the causes below. To check a source’s status, open it on the Sources page. Any user who can view the channel can also open the channel’s Sources dialog, which shows each source’s last and next sync and any sync problems. See Manage the sources in a channel.

Cause	How to check	Fix
The first import is still running.	Open the source on the Sources page. A dataset shows Syncing… while a sync is running.	Wait for the import to finish.
The source hasn’t synced since the data was created.	In the channel’s Sources dialog, compare the source’s Last sync and Next sync times with when the data was created in the tool.	Sources sync about every hour. Wait for the next sync, or ask a user who manages the source to select `Sync now`. See Sync a source now.
Nothing new has been sent to an API or Zapier source.	In the channel’s Sources dialog, the source’s Last pushed time is earlier than you expect.	Check the system or Zap that sends the data.
The source is paused.	Open the source on the Sources page. Its status is Paused.	Ask a user who manages the source to select `Resume sync`. See Pause and resume syncing.
A dataset can’t sync.	The channel’s Sources dialog shows that some datasets aren’t syncing, or the source shows Check connection with a reason.	Ask a user who manages the source to fix the problem in the tool, and then select `Sync now`. See Source statuses.
The source is disconnected.	The source shows Disconnected.	Ask a workspace admin or the user who connected the source to reconnect it. Syncing then resumes from where it left off. See Reconnect a source.
The channel doesn’t include the dataset. Datasets added to a source later aren’t added to existing channels.	The channel’s Sources dialog doesn’t list the dataset.	Add it from the channel’s Sources dialog. A dataset you add brings every data point it has imported. See Add datasets or sources.
The dataset or source was deleted.	The dataset no longer appears in the source, or the source no longer appears on the Sources page.	Deleting can’t be undone. You can add the dataset or source again, but it imports only the history its new import period covers, and channels have to add it again. See Delete a dataset.
The import period doesn’t go back far enough.	Compare the oldest data points in the channel with the source’s Connected date and the import period chosen. Datasets added to the source later have their own import period, counted from when they were added.	See Get older data.
The tool limits how much history it provides.	Check the integration’s page. For example, Google Play provides reviews from the last seven days only, whatever the import period.	See Get older data.
The integration imports only some items.	Check what the integration imports on its page. For example, Zendesk imports solved and closed tickets, Intercom imports closed conversations, and Front imports archived conversations.	Nothing needs fixing. Items in other states aren’t imported.
Only open-text survey answers are analyzed.	Score and choice answers appear as fields on each data point, not as analyzed text.	Filter by those fields, or chart NPS and CSAT scores in Dashboards. See Where fields come from and NPS and CSAT scores for Dashboards.

If the source shows Active, none of these causes apply, and data is still missing, ask a user who manages the source to select Sync now. If that doesn’t help, contact Dovetail support at support@dovetail.com.

Get older data

How far back a source’s data goes depends on the import period chosen for each dataset. The longest option is Last 6 months, and you can’t change the period for a dataset that already exists. See Import period.

For an item the source doesn’t include yet, a workspace admin or the user who connected the source can add it as a new dataset and choose its import period. See Add datasets.
For older data from a dataset the source already has, upload a CSV to the channel. Include only records from before the source’s data starts, so the channel doesn’t have the same feedback twice. A CSV upload adds data to that one channel only. See Upload a CSV and CSV import FAQs.
For tools that limit their history, such as Google Play, the source can’t import anything older than the tool provides. If the tool lets you export older records, upload them to the channel as a CSV.

Don’t delete a dataset and add it again to change its import period. Deleting a dataset permanently deletes the data points it imported, in every channel that uses it, and this can’t be undone. See Delete a dataset.

Request a source

Ask a workspace admin for a new source, or for access to one that exists.

Manage a source

Check a source’s status, sync it, pause it, or reconnect it.

Channel setup

Add a source’s datasets to a channel, or remove them.

Sources

How sources, datasets, and channels fit together.

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Troubleshoot sources and missing data

Source not available in a channel

Missing or outdated data

Get older data

Request a source

Manage a source

Channel setup

Sources

​Source not available in a channel

​Missing or outdated data

​Get older data

​Related guides

Request a source

Manage a source

Channel setup

Sources

Source not available in a channel

Missing or outdated data

Get older data

Related guides