# Support on Crystal Advisor

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*](https://docs.igenius.ai/crystal-advisor)*!*

*Alternatively, you can check the* [*"Limitations on Crystal Advisor" Page* ](https://docs.igenius.ai/limitations/limitations-on-crystal-advisor)*to see if your problem might be related to a temporary Crystal limitation.*

{% hint style="warning" %} <mark style="color:orange;">**Remember**</mark>

If none of the current support resources helped, you can always contact us by sending an email to [<mark style="color:blue;">**support@igenius.ai**</mark>](mailto:support@igenius.ai).
{% endhint %}

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## General

### Checking Crystal's Version

<details>

<summary>Discover the Solution!</summary>

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*](https://docs.igenius.ai/crystal-advisor/access-to-crystal/how-to-interact-with-crystal/account)*!*

</details>

### Crystal Stopped Working

<details>

<summary>Discover the Solution!</summary>

If you land on the *Crystal Maintenance Page*, it means that Crystal has *temporarily* *stopped* working.&#x20;

This is totally normal as Crystal may sometimes encounter some scenarios such as:&#x20;

* 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.

</details>

## Access to Crystal

### Problems with Crystal Signup

<details>

<summary>Discover the Solution!</summary>

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*](https://docs.igenius.ai/crystal-advisor/access-to-crystal/log-in)*!*

</details>

### Problems with Crystal Login

<details>

<summary>Discover the Solution!</summary>

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*](https://docs.igenius.ai/crystal-advisor/access-to-crystal/log-in-1)*!*

</details>

### No Topics Available in Advisor at First Access

<details>

<summary>Discover the Solution!</summary>

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**.

</details>

## Talk to Your Data

### Crystal Asks to Choose among Topics

<details>

<summary>Discover the Solution!</summary>

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.&#x20;

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*](https://docs.igenius.ai/crystal-advisor/talk-to-your-data/conversation/disambiguation)*!*

</details>

### Crystal is Unable to Display Data for a Topic

<details>

<summary>Discover the Solution!</summary>

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.&#x20;

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

</details>

### Crystal Doesn't Understand the Question

<details>

<summary>Discover the Solution!</summary>

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.&#x20;

*Please find out more details in the* [*related Feature page*](https://docs.igenius.ai/crystal-advisor/talk-to-your-data/conversation/request-topics)*!*

</details>

### Something Went Wrong

<details>

<summary>Discover the Solution!</summary>

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**](mailto:support@igenius.ai).

</details>

## Explore Your Data

### Suggestions Are Not Showing &#x20;

<details>

<summary>Discover the Solution!</summary>

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*](https://docs.igenius.ai/crystal-advisor/explore-your-data/suggestions)*!*

</details>

## Analyze Your Data

### Automated Insights Are Not Showing

<details>

<summary>Discover the Solution!</summary>

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*](https://docs.igenius.ai/crystal-advisor/analyze-your-data/automated-insights)*!*

</details>

### Insight Analysis Is Not Showing

<details>

<summary>Discover the Solution!</summary>

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*](https://docs.igenius.ai/crystal-advisor/analyze-your-data/automated-insights)*!*

</details>

***