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 Console as an Admin User.

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

Alternatively, you can check the "Limitations on Crystal Console" 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 [e-mail].

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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 Console and look for the Version section.

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

User Invitation Process

The Invitation Link Has Expired

Discover the Solution!

When you invite Users to a Crystal Project, they receive an email with an invitation link that expires in 24h.

If this links expires, you just need to send a new invitation to the User.

This time, don't forget to send Users a reminder of the invitation!

Please find out more details in the related Feature page!

Topic Configuration Process

Crystal is Unable to Display Data for a Topic

Discover the Solution!

If a Member User is reporting about this problem and it is not due to a technical issue, it is possible that something about that specific Topic Configuration is off, especially about Filter Configuration.

In particular, a common misconfiguration issue is on the Time Filter.

Issues with the Time Filters generally occur when:

1. The data source is static, meaning that data isn’t updated periodically, such as daily, weekly, etc: in this case you need to connect a new Data Source and re-create your Topic
2. A new year has begun, and therefore the data does not include any information for the new year: in this case you also need a new Data Source which is updated in real time with new year information

3. The Time Filter applied restricts the Topic from seeing data for the previous years: in this case you need to change the question and/or change the default time filter, if you realize the error is related to it

One of these points might be contributing to the issue (a combination of two or three of them is less likely but still possible).

Go to the Console and temporarily unpublish the Topic affected by this problem. The unpublishing process can take 5 to 10 minutes to complete, so do not be alarmed if the topic remains in the unpublishing status for a short while.

Then go to the filter configuration step and update the Time Filter for this Topic, so that its range includes data from within the database Crystal is connected to.

Once you have updated the Time Filter to something different (e.g. last year), you will need to publish the topic again and, once it has been published again, the Member User can return to the Advisor and ask the same question.

If the issue was actually related to the Time Filter restricting the data, they will now be able to view your Topic.

However, if despite these changes the User is still unable to see the data for this Topic, please contact us.

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