Most issues in Archive fall into one of two buckets: a browser or connection problem on your side, or an expected behavior that has its own explanation. Start with the quick reference below to jump straight to the right fix.
Quick Reference: Find Your Issue
What you're seeing | Where to go |
The page won't load, an upload/download fails, or you hit an unexpected internal error | Browser & connection fixes below |
A post's likes, views, or other metrics look wrong or outdated | |
Content you expected isn't showing up | |
You're seeing content that isn't relevant to your brand | |
An error when connecting Instagram, Facebook, or TikTok | Connecting Instagram & Facebook, Modifying Facebook Business Integration Settings, Error: "No Instagram Business Accounts Found", Error: "Access to Messages Is Not Allowed for This Account", Error: "(#10) The Viewer Doesn't Have Permissions to View Messages on the Specified Page" & TikTok QR Code / Login Errors When Connecting Your Account |
Two exports of the same period show different numbers | |
Your Content page or Social Listening library shows No results or appears empty | Content page shows No results below |
If your issue isn't in the table, work through the browser and connection fixes below — they resolve the large majority of remaining problems.
Browser & Connection Fixes
Connection issues, failed uploads/downloads, missing features, and unexpected errors are most often caused by something between your browser and Archive. Work through these in order:
Use Google Chrome
Archive is built and tested for Google Chrome, so it's the recommended browser for the most reliable experience. If you're on Safari, Firefox, Edge, or another browser and running into trouble, try the same action in Chrome before troubleshooting further. If you stay on another browser, keep it updated to the latest version.
Clear Your Cache and Cookies
Outdated cache or corrupted cookies cause a lot of login problems, internal errors, and failed uploads. Clear your browser's cache and cookies, fully close and reopen the browser, then load Archive in a fresh session.
Turn Off Your VPN
A VPN can interfere with account connections, downloads, uploads, and general performance. Disconnect from your VPN while working in Archive and reconnect it afterward.
Pause Ad Blockers
Ad blockers (uBlock Origin, AdBlock Plus, and browser-built-in blockers) can block scripts Archive needs and break uploads, downloads, and other features. Temporarily disable the blocker, or add Archive's domain to its allowlist for future sessions.
Still Stuck? Quick Checks
Open Archive in an incognito/private window to rule out extensions.
Try a different browser to isolate a browser-specific issue.
Check your internet connection — an unstable connection causes uploads and downloads to fail mid-way.
Make sure files you're uploading meet Archive's format and size requirements.
Refresh the page on an internal error, and log out and back in to refresh your session.
Content Page Shows No Results
If your Content page or Social Listening library appears empty or shows a "No results" message, work through these checks in order:
Check for active filters — click Clear all filters or look for active filter chips at the top of the content view. A saved view with filters applied may be hiding all results.
Check your date range filter — if a Post Date filter is set to a narrow range with no content, the library will appear empty.
Check Settings > Sources to confirm at least one Instagram or TikTok source is connected and shows an Active status — a disconnected source stops new content from appearing.
Check whether your workspace has hit its monthly UGC limit — if all content for the month is hidden due to the UGC cap, the library may appear empty; look for a hidden content banner.
If none of the above apply and the issue persists after the standard browser fixes, contact Archive Support.
When to Contact Support
If you've worked through the steps above and the issue persists, contact us via email at [email protected] or chat with our team, and include:
What you were trying to do (connecting an account, downloading assets, uploading a file, etc.)
Your browser and version
Any error message (a screenshot helps)
The steps you've already tried
If you're not sure who to reach, your Customer Success Manager (CSM) can always point you in the right direction.