Troubleshooting
Most problems come down to a few causes. Find your symptom, check the cause, and apply the fix. If none match, contact support.
The dashboard is empty
Cause: the first backfill is still running. After you connect GitHub, DevGlimpse imports 90 days of history. Dashboards fill in as repositories finish. Fix: Open Admin → Sync runs and check progress. Large organizations take longer.
Cause: you are on the trial and the right people are not tracked. During the trial, DevGlimpse stores activity only for the contributors you pick. Fix: An org admin opens Admin → License and chooses people under Tracked contributors.
Cause: the workspace is read-only. A read-only workspace (for example after the App was uninstalled) stores no new activity. Fix: Look for the banner at the top of the page. Reinstall the App, or contact sales through support. See License.
Cause: the license expired and the workspace is now on the Free plan. An expired license does not stop storage and deletes nothing: the workspace falls back to Free, which stores activity only for the contributors picked under Tracked contributors (up to 10). Fix: An org admin opens Admin → License and checks the tracked pick, or contacts sales through support to renew.
Cause: no repositories are being synced. Fix: In Admin → Integrations, check the organization’s Repositories synced setting and its status. If it says Suspended or Disconnected, see Connections.
Cause: the date range or filters hide the data. Fix: Widen the range and clear filters.
A pull request is missing
Cause: the repository is not synced. The repository may be a fork while the option is All repositories except forks, or it may not be in the selection on GitHub. Fix: Check Admin → Integrations → Repositories synced, and the App’s repository access on GitHub.
Cause: the author is excluded or not tracked. Excluded people are removed from every report. On the trial, only tracked contributors are stored. Fix: Check Admin → Excluded contributors and Admin → License.
Cause: the pull request is older than the backfill window. The first import covers 90 days. Fix: This is expected. Older pull requests are not imported.
Cause: a live update never arrived. Fix: The nightly check at 02:00 UTC repairs missed updates, so the pull request should appear the next day.
Cause: the author is a bot. Bots are not counted as contributors. Fix: This is expected.
I cannot see a teammate’s numbers
Cause: your visibility scope. Individual numbers follow a scope an admin sets per role. The default for developers is Only themselves, and for managers Their own groups and teams. Fix: Ask an org admin to review Admin → Settings → Who can see individual metrics. See Visibility.
Cause: the team is below the minimum group size. Totals for a team with too few members are hidden from everyone, admins included. Fix: Ask an admin to check Minimum group size, or look at a larger group.
Cause: pseudonymous mode. Other people appear as pseudonyms. Fix: This is a setting. Ask an org admin if it is intended.
Cause: the person is excluded. Fix: An org admin can check Admin → Excluded contributors.
I cannot sign in
Cause: your GitHub account is not in a workspace. You see a page saying a workspace is created when the App is installed. Fix: If you own the GitHub organization, install the App from that page. If not, ask an owner to install it, then sign in again.
Cause: an invite link expired or was revoked. The sign-in page says so. Fix: Ask your admin for a new link.
Cause: an email sign-in link was already used or expired. These links work once and last 15 minutes. Fix: Enter your email on the sign-in page and click Email me a link.
Cause: your workspace requires single sign-on. Email links are turned off. Fix: Sign in through your company’s SSO.
Cause: your network is not allowed. The message says the workspace can’t be reached from your network. Fix: Connect from an allowed network, or ask an org admin to update the IP allowlist.
Cause: you cancelled sign-in on GitHub. Fix: Try again.
I am stuck on pending approval
Cause: your workspace requires approval for new members. You joined as Pending approval. Fix: Ask an org admin to open Admin → Members and click Approve. See Members.
Data looks late or stale
Cause: GitHub’s rate limit. Sync pauses and resumes by itself. A notice on Admin → Integrations shows when. Fix: Wait. New activity shows up after the pause.
Cause: sync has been failing. A notice appears when it has failed for more than six hours. Fix: Follow the link in the notice. It points to the integration to fix, such as permissions awaiting approval on GitHub.
Cause: a live update was missed. Fix: The nightly check at 02:00 UTC repairs it.
Cause: the App was uninstalled or suspended. Fix: Reinstall or unsuspend the App on GitHub. Nothing already stored is lost.