Troubleshooting Analytics

Occasionally analytics sessions stall or show incomplete data. Use this checklist before contacting support so you can resolve most issues on your own.

AI Job Stuck in Processing

• Confirm the source video finished transcoding—analytics won’t start until the proxy is ready.
• Refresh the session; stale tabs sometimes show an outdated status.
• If processing exceeds two hours, open Session Actions → Re-run AI. This restarts the job with a fresh queue slot.

Missing Tags or Notes

• Make sure you’re viewing the correct tag template; filters can hide events.
• Check your connection. If you tagged offline, the queue replays once you regain network access.
• Review the activity log for conflicts. If another coach deleted a tag, you’ll see the event and can restore it.

Desynced Video & Timeline

• Click Resync in the playback toolbar to align timestamps.
• Verify the uploaded file has consistent frame rate; variable frame videos can drift. Re-encode at constant 30 fps if needed.

Document any reproducible bug (match ID, session ID, timestamp) before reaching out so support can replicate quickly.

Still need help? Contact us at support@soccer-insights.com.