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Troubleshooting

If you're experiencing issues with Volv Analytics, start here. This guide is organized by observable symptoms to help you find a solution quickly.

Data and Sync Issues​

Symptom: Meetings are missing from the dashboard​

You've completed a call, but it doesn't appear in the Activity Hub or Sales Dashboard.

Potential Causes:

  • The meeting was not recorded to the cloud.
  • The Zoom integration is still in the "Waiting for team configuration" state.
  • The meeting host has not connected their Zoom account to Volv.
  • The sync process is still running (allow time for processing after a call ends).

Resolution Steps:

  1. Check your Zoom account to confirm the recording is available in the Cloud Recordings section. Volv cannot access local recordings.
  2. Go to Settings > Integrations and verify the Zoom card shows a green "Connected" status.
  3. If you see "Waiting for team configuration," allow time for setup to finish before expecting data to flow.
  4. Ensure the person who hosted the meeting is an active user in your Volv workspace.

Verification: Refresh the Activity Hub. If the meeting appears, the sync is working correctly.

Escalation: If the recording is in the Zoom cloud and your integration is fully configured but the meeting is still missing after allowing for processing time, contact support.

Symptom: Data seems outdated or hasn't synced recently​

Your dashboard shows outdated data, and new activities are missing.

Potential Causes:

  • The integration connection has expired or been revoked.
  • A temporary service interruption with the source platform (Close, Zoom, etc.).
  • The background sync process is delayed due to high volume.

Resolution Steps:

  1. Navigate to Settings > Integrations.
  2. Check the status on the integration cards to see the last successful sync time for each platform.
  3. If a sync shows as "Failed," click the Retry button.
  4. If the connection shows as "Disconnected," follow the setup instructions to reconnect the integration.

Verification: The "Last Synced" timestamp should update to the current time after a successful retry.

Escalation: If retrying the sync fails multiple times, please reach out to our technical support team.

Dashboard and Analytics​

Symptom: Charts are empty or showing "No Data"​

You've logged in, but your dashboard widgets are blank or display a "No Data Found" message.

Potential Causes:

  • No data has been synced yet (common for new accounts).
  • The selected date range has no recorded activity.
  • Filters are applied that exclude all available data.

Resolution Steps:

  1. Check the date picker in the top right corner. Try expanding the range to "Last 30 Days."
  2. Clear all filters in the sidebar to ensure you're viewing the full dataset.
  3. Verify that your CRM and Video integrations are connected and have completed their initial sync.
[ASSET REQUEST]

Target Image: troubleshooting-empty-dashboard-state.png
Page: Support > Troubleshooting
UI State: Dashboard showing the "No Data Found" empty state.
Crop/Focus: Center on the empty state message and illustration.
Annotations: None.
Owner/Source: Product Design Team

Verification: Charts should populate once the filters are cleared or the date range is adjusted to a period with active data.

Escalation: If you have confirmed that data exists in your CRM and integrations are connected but the dashboard remains empty, contact support.

Symptom: Contacts appearing as "Placeholder" or missing details​

Potential Causes:

  • The lead in your CRM is missing an email address or phone number.
  • The CRM record only contains a display name without unique contact identifiers.

Resolution Steps:

  1. Open the lead in your CRM (e.g., Close).
  2. Ensure at least one contact is associated with the lead and has a valid email or phone number.
  3. Volv will attempt to resolve the placeholder once unique identity data is available.

Verification: Once the CRM record is updated with an email or phone number, the contact should resolve in Volv during the next sync.

Escalation: If the CRM record has full contact details but still appears as a placeholder in Volv, contact technical support.

Symptom: Internal team meetings or training calls showing sync errors​

Potential Causes:

  • The call does not involve an external prospect or customer.
  • The system cannot find a matching CRM activity type for internal-only conversations.

Resolution Steps:

  1. Verify if the call was intended for CRM sync. Volv is optimized for customer-facing interactions.
  2. If the call is purely internal (e.g., coaching, team planning), it is expected that it may not sync to your CRM.

Verification: Check the Activity Hub. Internal calls may still appear in Volv even if they do not sync to the CRM.

Escalation: If a customer-facing call is being flagged as internal or failing with mapping errors, contact support.

Symptom: Returning leads or new sales cycles are misclassified​

Potential Causes:

  • The contact has a long history of previous interactions in your CRM.
  • The AI is factoring in historical data from previous sales cycles.

Resolution Steps:

  1. Review the activity in the Activity Hub.
  2. If a returning lead is starting a completely new sales cycle, you may need to manually adjust the activity type if the AI defaults to a "Follow Up" classification based on history.

Verification: Update the activity type in the Volv dashboard or your CRM; the change should reflect in your analytics.

Escalation: If classifications are consistently incorrect for new leads, reach out to our team for help reviewing your setup.

Account and Access​

Symptom: Cannot log in or MFA is failing​

You're unable to access your workspace or the Multi-Factor Authentication (MFA) code is not working.

Potential Causes:

  • Incorrect credentials.
  • The MFA device is out of sync.
  • Your account has been deactivated by an administrator.

Resolution Steps:

  1. Use the "Forgot Password" link on the login page to reset your credentials.
  2. Ensure your mobile device's time is set to "Automatic," as MFA codes are time-sensitive.
  3. Contact your internal Volv administrator to verify your account status.

Verification: You should be able to reach the dashboard after entering your new password or a synced MFA code.

Escalation: If you're an administrator and cannot access the workspace, contact our account management team.