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A post's likes, views, or other metrics look wrong or outdated | |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 or Facebook | |
Two exports of the same period show different numbers |
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Outdated cache or corrupted cookies cause a lot of login problems, internal errors, and failed uploads.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.
When to Contact Support
If you've worked through the steps above and the issue persists, reach out to support with:
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.