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Support & Troubleshooting

Solutions to common issues customers encounter.

General Troubleshooting

My data isn't showing up in the dashboard

Cause 1: Data extraction hasn't run yet - First extractions take 5–30 minutes - Check the extraction logs in your account settings - Solution: Wait 30 minutes, then refresh the dashboard (Ctrl+R or Cmd+R)

Cause 2: Wrong time range selected - You may be looking at a date range when no data exists - Solution: Change the date range to "Last 30 days" or pick a wider date range - Check when your first extraction ran (see your account settings)

Cause 3: No data in your source system - Your Jira/qTest/Tosca may not have data matching your query/filter - Solution: Log into your source system and verify data exists - Try a simpler query (e.g., get all issues, not just high-priority ones)

Cause 4: Extraction failed - Credentials may be wrong or expired - Source system may be down - Solution: Check the extraction status in your account settings, see error details

Jira Issues

"Invalid credentials" or "401 Unauthorized"

Cause: Email, Jira URL, or API token is incorrect.

Solution: 1. Go to your analytiQa account settings 2. Re-enter your credentials: - Check your email address is exactly correct (e.g., no extra spaces) - Check your Jira URL (ask your Jira admin if unsure) - Generate a new API token in Jira account settings and copy it again 3. Click "Test Connection" 4. If still failing, contact your Jira admin to verify your account permissions

"Connection timeout" or "Unable to reach Jira"

Cause: Jira URL is incorrect or unreachable.

Solution: 1. Verify the Jira URL in your browser — paste it in the address bar 2. Check you can log in to Jira normally 3. Common wrong URLs: - ❌ jira.company.com (missing https:// and .atlassian.net) - ✅ https://company.atlassian.net 4. If you have a private Jira instance, ensure analytiQa servers can reach it (contact support if on VPN/private network)

"No issues extracted" / Empty dashboard

Cause: Your JQL query returns no results.

Solution: 1. Log into Jira and run the same JQL query in the Issues search 2. If it returns no results there, that's why the dashboard is empty 3. Try a simpler query: created >= -30d (all issues created in last 30 days) 4. Once you confirm Jira returns results with a simple query, analytiQa will too

"Only some of my Jira projects are showing"

Cause: Your Jira user account may not have access to all projects.

Solution: 1. Log into Jira with the same account 2. Try accessing each project → if you get "Access Denied", that's the issue 3. Ask your Jira admin to grant you access to missing projects 4. Restart analytiQa extraction (go to account settings → "Extract Now")

qTest Issues

"Invalid Base URL" or "Connection failed"

Cause: qTest URL is incorrect or qTest is down.

Solution: 1. Log into qTest in your browser to verify it's working 2. Copy the URL from your browser address bar (before /projects) - Example: https://my-instance.qtestnet.com/ 3. Ensure URL ends with / 4. Check with your qTest admin if the instance is down or undergoing maintenance

"Access token expired" or "401 Unauthorized"

Cause: Your qTest access token has been revoked or expired.

Solution: 1. Log into qTest 2. Go to Profile → API & SDK 3. Delete the old token 4. Generate a new token and copy it 5. Update your analytiQa account settings with the new token 6. Click "Test Connection"

"No projects found" or empty results

Cause: Your qTest user may lack project permissions, or the project pattern doesn't match.

Solution: 1. Log into qTest and verify you can see your projects 2. Check your project name — does it match the pattern you configured? - Example: If your project is "Regression_Suite", but you set pattern to "QA.", it won't match 3. Try the pattern .* (all projects) to test 4. If still empty, ask your qTest admin to verify you have Tester or Manager* role

Tosca Issues

"Workspace not found" or "File does not exist"

Cause: Workspace path is incorrect or file is in the wrong location.

Solution: 1. Verify the workspace file path in File Explorer (Tosca Commander is Windows-only, so this is always a Windows-style path) 2. Ensure the file ends in .tws 3. Check the file exists and isn't in a temporary folder that was deleted 4. If the path is on a network share, verify network connectivity

"Permission denied" or "Access to workspace failed"

Cause: Your Tosca Repository user lacks permissions, or workspace is locked.

Solution: 1. Verify your Tosca Repository username and password are correct 2. Log into Tosca Commander with those credentials to confirm 3. Check if the workspace is locked by another user (Tosca only allows one user at a time) 4. Ask your Tosca admin to grant you Read permissions on the workspace 5. If using Tosca Server, ensure your server login credentials are correct

"Connection timeout" or "Workspace takes too long to extract"

Cause: Workspace is large or network is slow (network share extractions are slower).

Solution: 1. For local workspaces: Extraction usually takes 5–30 min. Large workspaces (>50K test cases) may take 1 hour+ 2. For network shares: Extraction is slower. Consider: - Copying the workspace to local storage - Running extraction during off-hours - Contacting analytiQa to optimize the extraction pattern 3. Check logs: Go to your account settings to see extraction progress 4. Reduce scope: Limit extraction to specific folders or date ranges

Dashboard & Visualization Issues

Visualizations are slow or not loading

Cause: Too much data being queried, or browser cache issue.

Solution: 1. Try narrowing the date range (e.g., "Last 7 days" instead of "Last year") 2. Add filters to reduce data (e.g., filter by project) 3. Clear browser cache: - Chrome/Edge: Ctrl+Shift+Delete → Clear browsing data → Clear cache - Safari: Safari → Preferences → Privacy → Manage Website Data → Remove All 4. Try a different browser (Firefox, Chrome, Safari, Edge) 5. If all else fails, contact support — your dashboard may need optimization

Charts show "No data"

Cause: Your filter combination returns no results, or the visualization is misconfigured.

Solution: 1. Try removing one filter at a time to see which is too restrictive 2. Example: If "Status: Closed AND Created: Last 7 days" = no data, maybe nothing closed recently 3. Check the date range — does your data exist in that period? 4. Try switching to the "Data Table" view to see raw results

Can't find a saved report

Cause: Report may have been deleted or is in a different workspace/tab.

Solution: 1. Check you're on the correct tab (Jira Issues, qTest, or Tosca) 2. Scroll down in the saved reports list (may be below the fold) 3. Use the search box in the left sidebar: type the report name 4. If still missing, contact support — we can check if it was accidentally deleted

Authentication & Access

Can't log in to analytiQa

Cause: Wrong password, account deactivated, or browser issue.

Solution: 1. Check Caps Lock is off and enter your password carefully 2. Click Forgot Password and reset it 3. Verify you're using the correct email address 4. Check the analytiQa domain is correct (no typos in URL) 5. Try a different browser or incognito mode (clears cookies/cache) 6. If your account was just created, you may need to verify your email first

"Access Denied" or "No permission to view this data"

Cause: Your user role lacks permissions.

Solution: 1. Check your account role in the account settings - Viewer: Can only view pre-built dashboards - Editor: Can create and save reports - Admin: Can manage users and settings 2. Contact your analytiQa admin to upgrade your role if needed

Contact Support

You've tried the above and still have issues?

Contact analytiQa support:

  • Email: support@qualtiva.solutions
  • In-app chat: Click the help icon (?) in your dashboard
  • Response time: We respond within 24 hours on business days

Have ready: - Error messages (copy and paste exactly) - When the issue started - What you were trying to do - Your analytiQa account email - Source system details (Jira URL, qTest instance, Tosca workspace name)

Common Questions

Q: How often is my data updated?
A: By default, daily at the scheduled time (e.g., 2 AM UTC). You can also trigger manual extraction in your account settings.

Q: Can I extract data from multiple Jira/qTest/Tosca instances?
A: Yes! Contact support to enable multi-instance extraction.

Q: Will extracting data slow down my Jira/qTest/Tosca?
A: No, extractions are read-only and very lightweight. No impact on performance.

Q: How long is data retained?
A: Typically 1 year by default. Contact support for longer retention.

Q: Can I export all my data?
A: Yes, you can export dashboards and reports as CSV/JSON. For bulk export, contact support.

Still stuck?