FAQ and Troubleshooting

This page collects the questions and error messages we hear most. For each one, you'll find the cause and what to review.

Sign-in

"Please log in to view this page." / "Please log in"

Your session expired, or Deepwell doesn't recognize it. Sign in again, and if the message continues, clear your browser's storage and make sure that your account still exists.

"MSP Admin access required for this page."

You're signed in, but the page needs MSP Admin access, and your account is an MSP User. Ask an MSP Admin on your team to give you admin access, or sign in with an admin account. For the permissions of each role, see Overview and Key Concepts.

The Microsoft sign-in is successful, but Deepwell shows "There is no registered account for that email address. Ask your admin to invite you, or sign up to create one."

A Microsoft sign-in works only for an email address that Deepwell already has, so that email must have an invitation first. On the sign-in page of your portal, a contact at a client sees a general message instead, which starts "Something went wrong signing you in." For a member of your team, see Team and Users. For a contact at a client, see Organizations and Mapped Organizations.

Connections

Why did the test of my Connection fail?

Deepwell tests your credentials when you save a Connection, and the error message tells you the specific cause:

• A credential isn't accepted. The key or the token is incorrect, or it expired.
• There's a problem with the permissions. The token doesn't have the necessary access to the account.
• The domain or the API version is incorrect. The verification URL doesn't exist at the address that you typed.

Review the exact field that the error message names, whether that's the domain, the keys, or the token. Compare the value with the tool's admin settings.

"SentinelOne connection requires an Authorization header formatted as 'ApiToken '"

You don't make this format yourself. Copy only the token from your SentinelOne management console, and Deepwell adds the ApiToken prefix for you. This message means that the token field was empty or clearly incorrect.

"a connection for integration ⟨name⟩ already exists"

Each Integration supports one Connection today, so you can't add a second ConnectWise Connection or a second SentinelOne Connection. Update the credentials of the existing Connection instead.

Data Sources

"an organization must be selected for this datasource"

This Data Source gets data for one client only, and the run had no Organization. The Visualization Builder normally asks you for one before it runs a Data Source of this type. You see this message only when the Data Source needs an Organization in a way that Deepwell can't read in advance. Select an Organization and run it again. See How to select an Organization.

My Test Request failed, or it returned no data

An unfamiliar endpoint is the most frequent cause, so review the URL path and the parameters against the tool's API documentation. Also make sure that the Connection is active and that its credentials didn't expire. See the Connections section on this page.

Why can I not copy an API key into a Data Source?

This is by design, because authentication is never part of a Data Source's configuration. Your Connection supplies it separately when a Report runs, so a Data Source never keeps or shows a credential. See Security and Trust.

Reports and Schedules

"Select at least one Organization to continue"

The Run / Schedule dialog stays on the Organizations step until you select at least one Organization. Deepwell won't accept a Schedule or an immediate run without one. If the list is empty, the Report needs an Integration that none of your Organizations has; see Which Organizations a Visualization works for.

"Some Report runs were unable to start"

Deepwell ran the Reports that it could, and it tells you which Organizations didn't start. Open the Reports that failed and review their Data Sources and their Connections. The cause is usually the same as a Test Request with no data, but it shows up at the time of the Schedule instead of at the time of the build.

A Visualization shows "No Data"

The Visualization is correct, but its data has no match. For example, a chart of P0 tickets shows No Data when there are no P0 tickets. That's a normal result, not an error.

No Data is different from Failed. No Data means the request was successful and found no records. Failed means the request didn't succeed.

A Report Snapshot shows "Failed"

One or more blocks didn't make data in that run, and the Report Snapshot gives you the name of the block. Open the Report Snapshot to see which Visualization failed and why, then review the Data Source and the Connection of that Visualization. See View Report Snapshots.

How to contact support

If a guide doesn't answer your question, select Support in the Helpful Links section of the sidebar. The form opens over the view that you're on, so you keep your place. Your name, your work email, and your company are already in place, and you can change any of them.

1. In How can we help?, type what went wrong. Include any message Deepwell showed.
2. Select Send to support.

Deepwell attaches the page that you were on to your request, and we reply by email.

If the message doesn't send, Deepwell shows "We could not send that. Try again, or email us at support@deepwell.software." Your text stays in the form, so you can send it again.

If you can't sign in, use the support form instead. That form doesn't need a Deepwell sign-in, so it works when you're locked out. Type your name and your work email, and include the email address you sign in with.

How to send feedback

If something isn't right, or you want to tell us what would make Deepwell better, select Feedback in the Helpful Links section of the sidebar. The Support link next to it is for a problem that needs a reply. See How to contact support.

Type your message in the Feedback field, then select Send feedback. The message holds up to 10,000 characters.

Deepwell attaches technical context to your message: the page you were on, your browser, and your screen size. Some pages also attach a few details about what was on the page, for example an Organization's name or how many items were in a list. Deepwell never attaches your Report data or records from your connected tools. This context saves you from having to describe your screen to reproduce the problem.

If the message doesn't send, Deepwell shows "Feedback could not be sent. Try again." Your text stays in the field, so you can send it again.