Troubleshooting
Troubleshooting
Common Issues
"My data wasn't detected correctly"
Check that headers are in row 1, verify your data range doesn't include extra blank rows/columns, and try manual column selection instead of auto-detect.
"Report takes too long"
First-time reports take longer while building the cache — this is normal. If it's still slow on repeat runs, try reducing your date range or retry (sometimes there's a brief delay on first use).
"Missing data in my cohort table"
Empty cells in cohort tables are often correct — newer cohorts haven't aged as long. Check that your date range isn't filtering out data, and verify segment filters aren't too restrictive.
"Snowball numbers don't add up"
This is usually correct. Jetti uses period boundaries, so a customer who starts mid-period might be counted differently. "Lost" means $0 for the entire period, not mid-period cancellation.
"Cache expired" error in insights
Click "Regenerate" — Jetti will rebuild the cache (may take a few minutes for large datasets).
Performance Expectations
| Action | First time | Cached |
|---|---|---|
| Generate report | Longer (building cache) | Fast |
| Drill-down click | A few seconds | Near-instant |
| Data health scan | A few seconds | N/A |
Getting Help
- Check this guide — most issues are covered here
- Click the lifesaver icon in Jetti for context-specific help
- Email support@jettisheets.com
