> ## Documentation Index
> Fetch the complete documentation index at: https://basedash.com/docs/llms.txt
> Use this file to discover all available pages before exploring further.

# Troubleshooting

> Fix common problems with connections, slow charts, AI answers, Slack, MCP, and embedding

Start here when something in Basedash isn't working as expected. If you're still stuck, email [support@basedash.com](mailto:support@basedash.com) with what you tried and any error message you saw.

## Connecting a data source

<AccordionGroup>
  <Accordion title="The connection times out or the host isn't found">
    Basedash connects from `24.199.77.73`. Make sure your firewall, security
    group, or database allowlist accepts connections from that IP, and that the
    hostname is publicly reachable. For databases in a private network, use an
    [SSH tunnel](/docs/data-sources/connection-settings#ssh-tunnel).
  </Accordion>

  <Accordion title="I see “Incorrect username or password” or “Database does not exist”">
    Check the credentials and database name for typos and extra spaces. See
    [Connection settings](/docs/data-sources/connection-settings#troubleshooting) for
    what every connection error means.
  </Accordion>

  <Accordion title="Some tables or columns are missing">
    Make sure the database user has `SELECT` permission on those schemas, then
    open the data source in the command menu and choose **Sync schema**. An
    admin may also have hidden some schemas, tables, or columns from you with
    [data source access control](/docs/administration/data-source-access-control).
  </Accordion>

  <Accordion title="A SaaS connector isn't syncing">
    Open the connector on the **Data** page. Check that **Enabled** is on and
    that setup is finished, then click **Sync now**. Syncing requires an active
    paid plan or trial. See [SaaS connectors](/docs/data-sources/connectors/index).
  </Accordion>
</AccordionGroup>

## Slow or failing charts

<AccordionGroup>
  <Accordion title="A chart is slow to load">
    * Make sure [query
      caching](/docs/administration/organization-settings#query-caching) is on, so
      charts show cached results right away. - Narrow the dashboard date range or
      add filters to scan less data. - Move heavy logic into a
      [model](/docs/features/models). If your data is in Basedash Warehouse, a
      [materialized model](/docs/features/materialized-models) can store the results as
      a table.
  </Accordion>

  <Accordion title="A chart shows a query error">
    Open the chart's menu and choose **SQL editor** to see the query and the
    full error. A column or table may have been renamed in your database. Run
    **Sync schema** on the data source, then ask the AI to fix the chart.
  </Accordion>

  <Accordion title="Dashboard numbers look out of date">
    With query caching on, charts refresh in the background after showing cached
    results. Use **Refresh data** to run every query again. For SaaS connector
    data, the numbers are only as fresh as the last sync.
  </Accordion>
</AccordionGroup>

## AI answers

<AccordionGroup>
  <Accordion title="The AI gave a wrong answer">
    Open **Sources** under the answer to see the SQL it ran. Most wrong answers
    come from a wrong assumption, like which table holds revenue or which
    statuses count as active. Correct it in a follow-up message, then fix it for
    everyone with a [model](/docs/features/models), [AI
    context](/docs/features/ai-context), or a [skill](/docs/features/skills). See
    [Accuracy and trust](/docs/features/accuracy-and-trust).
  </Accordion>

  <Accordion title="The AI can't find a table or data source">
    The AI only sees data sources and tables you have access to. Ask an admin to
    check [data source access
    control](/docs/administration/data-source-access-control). If the table is new,
    run **Sync schema** on the data source.
  </Accordion>

  <Accordion title="AI requests are blocked">
    Your organization may have used its included AI credits, reached its spend
    limit, or reached the trial limit, or you may have reached your member spend
    limit. Admins can check and change these in [Billing and AI
    usage](/docs/administration/billing-and-ai-usage#control-spend).
  </Accordion>

  <Accordion title="I can't start a chat">
    View-only members can read chats shared with them but can't start new ones.
    Ask an admin to change your role. See [Members and
    roles](/docs/administration/members-and-roles).
  </Accordion>
</AccordionGroup>

## Slack

<AccordionGroup>
  <Accordion title="@Basedash doesn't respond">
    * Make sure the Basedash app is installed in your Slack workspace and added
      to the channel. - Basedash matches Slack users to Basedash accounts by
      email. Your Slack email must match the email of a Basedash account in the
      organization. - View-only members can't ask questions from Slack. - Check
      that AI requests aren't blocked by your organization's [AI usage
      settings](/docs/administration/billing-and-ai-usage#control-spend).
  </Accordion>

  <Accordion title="Automation or insight messages aren't arriving">
    Check that the Basedash app is installed in your Slack workspace and added
    to the channel you chose. An admin can reconnect Slack from **Settings →
    General** under **Channel integrations**. See [Slack app](/docs/features/slack).
  </Accordion>
</AccordionGroup>

## MCP server

See [MCP server troubleshooting](/docs/features/mcp-server#troubleshooting) for connection, OAuth, and access errors in Claude, ChatGPT, Cursor, and other clients.

## Embedding

<AccordionGroup>
  <Accordion title="The embed shows “The JWT token is invalid or has expired”">
    Generate a new JWT on your server for each page load, sign it with the JWT
    secret from **Settings → Security**, and make sure your server's clock is
    correct. See [Embedding
    troubleshooting](/docs/developers/embedding#troubleshooting).
  </Accordion>

  <Accordion title="The embed shows “This embed is not authorized to load from [origin]”">
    Add your site's origin to the allowed origins in **Settings → Embedding**.
    See [Allowed origins](/docs/developers/embedding#allowed-origins).
  </Accordion>

  <Accordion title="A public dashboard doesn't show filters">
    Filters are hidden on public dashboards unless you turn on **Show on public
    dashboard** for each filter. See [Dashboards](/docs/features/dashboards).
  </Accordion>
</AccordionGroup>

## Still stuck?

Email [support@basedash.com](mailto:support@basedash.com). Include the page URL, what you expected, what happened, and any error message.

## Related

<CardGroup cols={2}>
  <Card title="FAQ" icon="circle-question" href="/docs/help/faq">
    Answers to common questions.
  </Card>

  <Card title="Connection settings" icon="sliders" href="/docs/data-sources/connection-settings">
    SSL, SSH, and connection errors.
  </Card>

  <Card title="Accuracy and trust" icon="shield-check" href="/docs/features/accuracy-and-trust">
    How AI answers are generated and checked.
  </Card>
</CardGroup>


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