Troubleshooting
Common issues and what to check first. If a check does not resolve it, get in touch.
Mailbox or sending channel shows as disconnected
What to check
Whether your password, security policy or provider permission changed, and whether Avyn shows a reconnect action.
What to do
Reconnect from Settings › Account › Integrations. If the provider refuses the connection, ask your IT team to allow the Avyn application, then try again.
Discovery cannot prepare or run the search
What to check
Whether the brief answers the latest follow-up, the plan is complete and your workspace has the required search access or allowance.
What to do
Resolve the highlighted question or incomplete plan section. If an effort option is unavailable, choose an available option or ask a workspace administrator about access and allowance.
A search is still running
What to check
The run status and the most recent progress entry rather than whether you have kept the page open.
What to do
You can leave the page while the run continues. Return to its run record later. If progress has not changed for an unusual length of time, share the run details with Avyn support.
A completed search has no useful companies
What to check
The saved brief, inclusion criteria, examples, exclusions, relationship rules and selected effort.
What to do
Edit the section that made the target too narrow or ambiguous, then rerun. Do not change the shared thesis unless the assessment itself is wrong.
Search results landed in the wrong place
What to check
The destination recorded in the plan and on the run.
What to do
Open the destination Sublist from the run. Correct the destination before the next run rather than relying on memory or moving records one by one.
The same company has different scores
What to check
Which thesis is selected for each score and whether the criteria or weights differ.
What to do
Compare the company within the same thesis. Different theses answer different investment questions, so their scores do not need to match.
A score or rank looks wrong
What to check
The selected thesis, dimension weights, supporting evidence and whether the problem is one dimension or the overall tier.
What to do
Correct the exact dimension when possible and explain why. Use the overall review when the final tier is wrong despite the individual dimensions.
Triage is empty or showing unexpected work
What to check
The selected Sublist or List and whether you chose New to review or All priorities.
What to do
Change the selection or review view. To inspect one Discovery result, open Triage from that run so its destination Sublist remains selected.
Reach out has no usable person or channel
What to check
Whether the company has a suitable contact, the required contact detail is present and your sending account is connected.
What to do
Choose another relevant person, add or verify the missing detail, or reconnect the channel. If you send outside Avyn, mark the activity as sent when that option is available.
A recurring search is not running
What to check
Whether recurring search is enabled for the workspace, the schedule is active, the run is paused or a metered step needs approval.
What to do
Open the recurring search, resolve the visible requirement and resume it. Use run history to confirm when it last completed.
A Sublist or List is missing
What to check
Whether you are in Companies or People, whether the item is private, and whether your role has access to its parent List.
What to do
Open the correct section and search or browse its navigation. Ask the owner to share the item or a workspace administrator to confirm access.
CRM records are not updating
What to check
The connection status, whether it is read-only, which fields are mapped and whether writeback is enabled for this workspace.
What to do
Use the CRM integration page as the authority. Reconnect or correct mappings when prompted, and test one controlled record before relying on wider writeback.
A settings page or feature is not visible
What to check
Whether it requires administrator rights or is enabled for your workspace.
What to do
Ask a workspace administrator to confirm your role and feature access. The documentation describes guarded capabilities only where they are available.
Still stuck?
Check the frequently asked questions, or email hello@avyn.io. Tell us what you were doing, what you expected, and what happened instead.