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Shine Enrich Troubleshooting

This section covers common issues you might encounter while using Shine Enrich and provides solutions to help you resolve them.

Troubleshooting

This section covers common issues you might encounter while using Shine Enrich and provides solutions to help you resolve them.

Common Issues

Setup Issues

  1. HubSpot Authentication Fails

    • Symptom: Unable to authenticate with HubSpot during setup
    • Solutions:
      • Ensure you have admin permissions in your HubSpot account
      • Check that your HubSpot subscription includes the necessary API access
      • Try clearing your browser cache and cookies, then attempt authentication again
      • Ensure your browser allows pop-ups from the Shine Enrich application

  2. Property Setup Fails

    • Symptom: Error message when trying to set up properties in HubSpot
    • Solutions:
      • Verify you have admin permissions in HubSpot
      • Check if the properties already exist (they may have been created manually)
      • Contact support if you continue to experience issues

  3. Webhook Setup Fails

    • Symptom: Error message when trying to set up webhooks
    • Solutions:
      • Ensure your HubSpot plan includes webhook functionality
      • Check your network settings to ensure webhooks can reach your Shine Enrich instance
      • Verify that you haven't reached the maximum number of webhooks in your HubSpot account

Search Issues

  1. No Search Results

    • Symptom: Searches return no results even with minimal criteria
    • Solutions:
      • Broaden your search criteria
      • Check for typos in search terms
      • Verify that the Norwegian Business Registry service is operational
      • Try searching by organization number if you know it

  2. Search is Slow

    • Symptom: Searches take a long time to complete
    • Solutions:
      • Narrow your search criteria to reduce the result set
      • Avoid using too many wildcards in text searches
      • Try during off-peak hours when the system may be less busy

Filter Issues

  1. Filter Not Running

    • Symptom: Filter doesn't execute when manually run or on schedule
    • Solutions:
      • Verify the filter is enabled
      • Check that the filter criteria are valid
      • Ensure the scheduled time has passed (for scheduled filters)
      • Check the system logs for any error messages

  2. Filter Returns Unexpected Results

    • Symptom: Filter returns too many, too few, or incorrect companies
    • Solutions:
      • Review and refine the filter criteria
      • Check for logical errors in complex filters (e.g., conflicting conditions)
      • Test with simpler criteria to isolate the issue

Import Issues

  1. Import Fails

    • Symptom: Error message when trying to import companies to HubSpot
    • Solutions:
      • Verify your HubSpot API limits haven't been reached
      • Check that your HubSpot account is active and in good standing
      • Ensure the company data meets all required field criteria
      • Try importing fewer companies at once

  2. Duplicate Companies in HubSpot

    • Symptom: Multiple records for the same company appear in HubSpot
    • Solutions:
      • Review your duplicate handling settings
      • Check your matching rules to ensure they correctly identify duplicates
      • Use HubSpot's duplicate management tools to merge existing duplicates

Best Practices

To get the most out of Shine Enrich and avoid common issues, follow these best practices:

  • Regularly review your enrichment settings to ensure they align with your business needs
  • Monitor sync history to identify and address any recurring issues
  • Combine automated enrichment with manual verification for critical accounts
  • Train your team on how to interpret and use the enriched data effectively
  • Implement a process to collect and validate organization numbers when adding new companies
  • Use organization numbers to identify and merge duplicate records
  • Carefully review and test your field mapping configuration
  • Configure which fields should be updated automatically and which should be protected

Support

If you continue to experience issues after trying the troubleshooting steps above, there are several ways to get help:

  1. In-App Help

    • Click the "Help" icon in the top-right corner of the Shine Enrich interface
    • Browse the knowledge base for articles related to your issue
    • Use the search function to find specific help topics

  2. Contact Support

    • Email: support@shine.io
    • Phone: +47 123 45 678
    • Support Hours: Monday-Friday, 9:00 AM - 5:00 PM CET

  3. Submit a Bug Report

    • From the Help menu, select "Report a Bug"
    • Provide a detailed description of the issue
    • Include steps to reproduce the problem
    • Attach screenshots if applicable

  4. Feature Requests

    • If you have suggestions for improving Shine Enrich, select "Feature Request" from the Help menu
    • Describe your idea in detail
    • Explain how it would benefit your workflow