Troubleshooting

Common issues and how to resolve them.

Quick fixes for scoring, account, integration, and DAC issues. If nothing here helps, contact support.

Troubleshooting

Scoring issues

Score is taking too long

Scoring typically completes in 15-30 seconds. If it takes longer:

• Check that the URL is publicly accessible (not behind a login or paywall)
• Ensure the URL returns a valid HTML page (not a redirect or error page)
• Try again. Temporary network issues can cause delays.

Score seems too low

Scores read publicly observable signals. Common reasons for lower scores:

• Capability exists but doesn’t surface on the scored page. Try scoring a page that highlights it.
• Internal capability isn’t reflected externally. Wire up adapters to add operational data.
• The product is genuinely early. Use the roadmap report to plan moves.

Score failed with an error

Common causes:

• URL blocked by WAF or bot protection. Some sites block automated crawling. Try a different page URL.
• URL returns non-HTML content. Ensure the URL points to a web page, not a PDF, image, or API endpoint.
• Rate limit reached. Free plans have 3 scores per month. Check your credit balance in the sidebar.

Can't score an internal/private URL

We can only score publicly accessible URLs. For internal products:

• Score a staging or demo environment that’s publicly accessible
• Use the anonymous try endpoint with a public-facing page
• Wire up adapters for operational data that doesn’t require public access

Account issues

Can't sign in

• Forgot password? Use the “Forgot password” link on the sign-in page
• Google SSO not working? Ensure you’re using the same Google account you signed up with
• Session expired? Clear browser cookies and try again

Wrong organization

Organizations are assigned by email domain. If you’re in the wrong org:

• Ensure you signed up with your work email, not a personal email
• Contact support if your organization uses multiple email domains

Missing features or reports

Feature access depends on your plan and role:

• Plan-gated: Operations, Lifecycle, POM, and Portfolio reports require Pro or above
• Role-gated: Some reports require Lead role or above
• Check your plan at Settings > Billing and your role at Settings > Profile

Integration issues

Integration won't connect

• OAuth popup blocked? Allow popups for app.dacard.ai in your browser settings
• Insufficient permissions? Ensure you have admin access to the GitHub org or Linear workspace you’re connecting
• Already connected? Check Settings > Integrations for existing connections

Sync not working

• Check sync status on the Sources page. A red indicator means the last sync failed.
• Re-authorize the integration if credentials have expired (Settings > Integrations)
• Manual sync: Click “Sync now” to trigger an immediate sync

Missing data from integration

• Repository not selected? Go to Sources and ensure the correct repos/projects are selected for sync
• First sync in progress? The initial sync may take a few minutes for large repositories
• Data range: Integrations sync recent data (last 90 days). Historical data beyond this window is not included.

DAC issues

DAC not responding

• Check your credit balance. DAC conversations consume credits.
• Try refreshing the page. This resets the chat connection.
• Long conversations: if DAC stops responding mid-conversation, start fresh. Very long threads can exceed context limits.

DAC giving generic responses

DAC gets sharper when:

• You’re on a scored product page (DAC has access to the scoring data)
• You ask specific questions (“how do I move data flywheel from 2 to 3?” vs. “how do I improve?”)
• You reference specific dimensions or frameworks

Still need help?

Contact us at [e-mail] for support.