Crystal is designed to be easy and intuitive but it's normal for things not to go always as smooth as possible.

Here you can find the appropriate support to solve the most common doubts or frequent problems that you may have using the Crystal Advisor as a Member User, valid for Crystal Web, Mobile, and Teams.

You can also find complete tutorials and explanations on the specific Feature pages in the "Crystal Advisor" Chapter!

Alternatively, you can check the "Limitations on Crystal Advisor" Page to see if your problem might be related to a temporary Crystal limitation.

Remember

If none of the current support resources helped, you can always contact us by sending an email to [email protected].

---

General

Checking Crystal's Version

Discover the Solution!

If you want to know which Crystal version you are using, you simply need to open up your Account Section of the Advisor and look for the Version section.

There you can find out the number of Crystal version that you are currently using.

Please find out more details in the related Feature page!

Crystal Stopped Working

Discover the Solution!

If you land on the Crystal Maintenance Page, it means that Crystal has temporarily stopped working.

This is totally normal as Crystal may sometimes encounter some scenarios such as:

• a version upgrade is occurring

• an internal maintenance activity is taking place

• a critical malfunction is being resolved

If this happens, please be patient and try to come back to Crystal later.

We are always aware of these problems and, if they happen, we are committed to solve them as soon as possible.

Access to Crystal

Problems with Crystal Signup

Discover the Solution!

If you are not being able to signup to Crystal, it might be due to different possible causes.

Please double check on the following:

• make sure that you have been invited by the Admin User and understand which method was chosen for your invitation: manual or Identity Provider

• if you have been invited manually:

  • check out the Spam Folder of your inbox if you can't find the email with your invitation link

  • ask your Admin for a new invitation link in case the link has expired (the duration of the invitation is 24h)

  • create a password that is at least 8 characters long

• if you have been invited via Identity Provider:

  • you just need to be provided with the web link to your Crystal Project and the Project domain name to use on the app

  • you just need to use the link or to download Crystal app to land on the respective Login pages

Please find out more details in the related Feature page!

Problems with Crystal Login

Discover the Solution!

If you are not being able to login to Crystal, it might be due to different possible causes.

Please double check on the following:

• make sure that you have been provided with the web link to your Crystal Project and the Project domain name to use on the app

• if you have been invited manually:

  • simply enter the credentials that you have set up during Signup

  • notice that both fields are case sensitive: you should type them in exactly the same way as they were when you created them

  • if you don't remember them, you can Recover your password

• if you have been invited via Identity Provider:

  • you just need to use the link or to download Crystal app to land on the respective Login pages

  • you just need to check out for the correct Identity Provider button configured for you based on your company email: "Login with Google" or "Login with Microsoft"

Please find out more details in the related Feature page!

No Topics Available in Advisor at First Access

Discover the Solution!

If you are not being able to see any data (Topics) in the Advisor when you do your first login, it might be due to the absence of viewing permissions.

Most likely, the Admin forgot to grant you viewing permissions to Topics when inviting you to join Crystal.

Please contact your Admin and ask them to manage your permissions correctly.

Talk to Your Data

Crystal Asks to Choose among Topics

Discover the Solution!

Sometimes, Crystal may ask you to choose a Topic among several selected for your request: this is called Disambiguation.

If Crystal enters Disambiguation, this is mainly caused by an ambiguous question, i.e. a question that contains words that may have more meanings at the same time.

In this case, you just need to choose the correct option to continue the conversation.

Please find out more details in the related Feature page!

Crystal is Unable to Display Data for a Topic

Discover the Solution!

If Crystal is unable to display data for a Topic, this might be caused by a temporary technical issue, due to a Crystal update, a network problem, or something similar.

Please just wait a few minutes and then try again to retrieve the information needed.

If the problem persists, you should contact your Admin User to check on the Topic Configuration: something might be off about that specific Topic!

Crystal Doesn't Understand the Question

Discover the Solution!

If Crystal doesn't understand your question at all, this is mainly caused by a malformed question.

Please try to correctly specify the Objective and the Entities, which are needed for Crystal to understand your question.

Please find out more details in the related Feature page!

Something Went Wrong

Discover the Solution!

Sometimes, if the data cannot be loaded after some time (30 seconds), Crystal will show a warning message "Something went wrong".

This can be caused by a temporary technical issue, due to a Crystal update, a network problem, or something similar.

Please just try again or contact us.

Explore Your Data

Suggestions Are Not Showing

Discover the Solution!

If you are not seeing any Topic Suggestion, this might be due to a temporary technical error (accompanied by a warning) or to the presence of insufficient Configured Topics.

Please find out more details in the related Feature page!

Analyze Your Data

Automated Insights Are Not Showing

Discover the Solution!

If you are not seeing any Automated Insight, this might be due to a temporary technical error (accompanied by a warning) or to the presence of insufficient underlying data.

Please find out more details in the related Feature page!

Insight Analysis Is Not Showing

Discover the Solution!

If you are not seeing any Insight Analysis option on your Insights, this might be due to a temporary technical error (accompanied by a warning) or to the absence of eligible Insights.

Please find out more details in the related Feature page!

---