> ## Documentation Index
> Fetch the complete documentation index at: https://docs.dovetail.com/llms.txt
> Use this file to discover all available pages before exploring further.
# Troubleshoot sources and missing data
> Find out why a source isn’t available when you set up a channel, or why data is missing or out of date, and what to do in each case.
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 →](/help/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](/help/sources/create-a-source#request-a-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](/help/sources/source-access#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](/help/sources/manage-a-source#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](/help/sources/manage-a-source#add-datasets). Then add it to your channel. See [Add datasets or sources](/help/channels/channel-setup#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](/help/channels/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](/help/connected-apps). For any other tool, send its data to an API or Zapier source. See [API and Zapier sources](/help/sources/create-a-source#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](/help/channels/channel-setup#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](/help/sources/manage-a-source#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](/help/sources/manage-a-source#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](/help/sources/manage-a-source#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](/help/sources/manage-a-source#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](/help/channels/channel-setup#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](/help/sources/manage-a-source#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](#get-older-data). |
| **The tool limits how much history it provides.** | Check the integration’s page. For example, [Google Play](/integrations/google-play-store#older-reviews) provides reviews from the last seven days only, whatever the import period. | See [Get older data](#get-older-data). |
| **The integration imports only some items.** | Check what the integration imports on its page. For example, [Zendesk](/integrations/zendesk) imports solved and closed tickets, [Intercom](/integrations/intercom) imports closed conversations, and [Front](/integrations/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](/help/sources/source-fields#where-fields-come-from) and [NPS and CSAT scores for Dashboards](/help/sources/source-fields#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](mailto: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](/help/sources/create-a-source#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](/help/sources/manage-a-source#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](/help/channels/channel-setup#upload-a-csv) and [CSV import FAQs](/help/channels/channel-setup#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](/help/sources/manage-a-source#delete-a-dataset).
***
## Related guides
Ask a workspace admin for a new source, or for access to one that exists.
Check a source’s status, sync it, pause it, or reconnect it.
Add a source’s datasets to a channel, or remove them.
How sources, datasets, and channels fit together.
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