Reference
Troubleshooting
Empty dashboards, broken connections, and numbers that disagree with Shopify. Start here before assuming something is broken.
No ideas on the board
Check in this order.
- How long has it been connected? The first discovery pass takes a few hours. Behavioural data needs about a week.
- Are the connections active? Open Connections. Anything in an error state is not being read.
- Is there enough traffic? A store below a few thousand monthly sessions produces fewer confident findings, because most differences cannot be separated from noise.
If all three are fine and the board is still empty after a day, contact your HI Engine account manager.
A connection moved to an error state
| Source | Most likely cause |
|---|---|
| Shopify | The custom app was uninstalled, or scopes changed without a reinstall |
| GA4 | The viewer account was removed, or the OAuth grant was revoked |
| Klaviyo | The API key was deleted or rotated |
| Click Context | The theme app embed was switched off, often by publishing a new theme |
Reconnect from Connections. For Shopify, a scope change always needs a reinstall and a new token. See Connect Shopify.
Numbers disagree with Shopify or GA4
This is usually real, and usually explainable.
Different date ranges. HI Engine reports complete days and excludes today. A dashboard showing "last 7 days including today" will not match.
A second domain. If your store runs on more than one hostname, GA4 counts a visitor who crosses between them as two. Tell your contact which hostnames are yours so reports can filter correctly.
Zero-price container products. A bundle parent priced at €0 reports zero sales even while it sells, because the revenue lands on its children. If a product shows no sales and you know it is selling, this is why.
GA4 attribution versus Shopify order timestamps. GA4 attributes a purchase to the session that started it. Shopify records it when it completed. Around midnight and around long consideration cycles, the two disagree slightly.
The Slack bot does not answer
- Is the bot in the channel? Run
/invite @HI engine. - Is the channel bound to your store? Ask your contact. An unbound channel is silently ignored.
- Did you mention the bot, or are you replying inside a thread it already answered in?
See Ask the agent.
Slack buttons do nothing
Preview links working while buttons do not is a Slack app configuration issue on the HI Engine side, not something you can fix. Tell your account manager.
A build is stuck
A build waits for you at exactly one point: after the preview link arrives. If you see a preview link, the task is waiting on your decision, not on HI Engine.
If there is no preview link and the task has been building for more than a working day, ask in your Slack channel.
A draft theme could not be created
Shopify allows 20 themes per store. When the library is full, no new draft theme can be created and no build can complete.
Delete themes you no longer need in Online Store → Themes. Keep the theme that was live before your most recent publish, so you retain a one-click rollback.
The preview looks broken
First reload it — a draft theme preview sometimes loads against a stale cache.
If it still looks wrong, that is exactly what the review step is for. Use Comment on the review card and describe what you see, including the device and browser. Do not reject it; comment. The agent iterates on the same draft.
Still stuck
Ask in your Slack channel. If you do not have one, email support@hiengine.ai and include your store domain.