Fix common problems: no events, rejected uploads, the wrong dataset

Most connection problems come down to a handful of causes: a domain that isn’t verified yet, a tag that isn’t firing, a file Crunch can’t read, or a conversation looking at the wrong data. Find the symptom you’re seeing below, and the fix is usually a minute’s work.

No events are arriving

• The connector says “Awaiting domain verification”. Crunch accepts nothing from your site until a domain is verified, which is how it knows the site is really yours. Finish the steps in Verifying your domain. Events sent before that are not kept, so they won’t appear later.
• Your browser console shows [BumbleB] event refused. Check that the API key in the tag is exactly the one the hub gave you, with no stray spaces, and that the page is on your verified domain.
• Last used never changes. That date only updates when an event is accepted, so if it never moves, the tag isn’t firing. In Google Tag Manager, check that the trigger is a Custom Event named bb_event, the variable is named bb, and the container is published.
• Still stuck? Pipeline Status on the connector card names any error by stage, and tells you what to do about it.

Every event shows up twice

Two BumbleB tags in one Google Tag Manager container send everything twice. Use one connector per container, and remove the extra tag.

An upload is rejected

• The file is too big. Files over 100 MB, or with more than 300 columns, are turned away. Split the file, or drop the columns you don’t need.
• The format isn’t supported. Crunch reads .csv, .tsv, .xlsx, .xls and .parquet, and one sheet per upload. Save other formats as one of these first.
• A date came through as text. A date that could be read as day/month or month/day, like 03/04, stays text so it is never read the wrong way round. Write dates as YYYY-MM-DD before you upload.

The answer used the wrong data

A conversation reads the datasets that were picked when it started. If an answer drew on the wrong data, pick the right datasets in the datasets pill and ask again in a new conversation — see Datasets.

Related

• Google Tag Manager tag — set the tag up from the start.
• Uploading files — upload steps and limits.
• Contact support — when none of these fit.