Troubleshooting and FAQ 🔍

This section covers common issues users may encounter while using Sola and walks you through common resolutions. You’ll also find answers to many of the questions we hear most often.

Common Issues

Extension blocks you from completing certain actions while recording (ex. you are not able to click on a submit button while recording) - contact us please, this is often because of an incompatibility.
Conflicting extensions (fairly uncommon) — presents as recording failure.
Data in incompatible format for website input (ex. date data in form MM/DD/YYYY but website expects DD/MM/YYYY) – this can be resolved with our transformations tool, and you should be able to catch this error in logs.

If you need help prompting a transformation, please reach out and we’re happy to spend time workshopping with you!

Troubleshooting Steps

When faced with an issue, follow these general troubleshooting steps:

Contact Support: Please don't hesitate to reach out to our team via Slack or by emailing [email protected]. We are always available from 8am - 8pm EST, and can quickly help you diagnose, root cause, and resolve issues.
Download workflow from cloud: If you have trouble loading your workflow, or if you make changes you would like to revert, you can download the most recent version saved to cloud from the version history panel (see the clock on the toolbar, in the top right). You can also revert to previous versions here.
Clear Cache and Cookies: Sometimes, browser-related issues can be resolved by clearing the browser cache and cookies. This can improve page loading and functionality.
Network and Connectivity: Confirm that your internet connection is stable. Slow or intermittent connectivity can lead to performance issues.
Update Browser: Using an outdated browser can cause compatibility issues. Ensure you're using the latest version of a supported browser.

FAQ

How should my data be shaped?
Do I need to accept Google permissions to my Drive?
Do you offer desktop support?
Can you handle Captchas?
Can you handle 2FA?
I can’t interact with the live view, what might be causing that?
How can I add additional members to our team?

Reporting Bugs and Issues

If you encounter a bug or an issue that is not covered in the documentation, please report it to our team via the shared Slack channel. To facilitate the resolution process, include the following information:

A detailed description of the issue
Steps to reproduce the problem, if possible
Any error messages or warnings encountered
Information about your device, operating system, and browser.

If you have any further questions or need assistance, please explore the rest of the documentation, and don't hesitate to reach out to our team via the shared Slack channel or by contacting [email protected]. We are here to help you!