> ## 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

> [accordion] 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](https://basedash.com/docs/data-sources/connection-settings.md#ssh-tunnel).

> [accordion] 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](https://basedash.com/docs/data-sources/connection-settings.md#troubleshooting) for
> what every connection error means.

> [accordion] 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](https://basedash.com/docs/administration/data-source-access-control.md).

> [accordion] 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](https://basedash.com/docs/data-sources/connectors/index.md).

## Slow or failing charts

> [accordion] A chart is slow to load
>
> * Make sure [query
>   caching](https://basedash.com/docs/administration/organization-settings.md#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](https://basedash.com/docs/features/models.md). If your data is in Basedash Warehouse, a
>   [materialized model](https://basedash.com/docs/features/materialized-models.md) can store the results as
>   a table.

> [accordion] 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] 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.

## AI answers

> [accordion] 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](https://basedash.com/docs/features/models.md), [AI
> context](https://basedash.com/docs/features/ai-context.md), or a [skill](https://basedash.com/docs/features/skills.md). See
> [Accuracy and trust](https://basedash.com/docs/features/accuracy-and-trust.md).

> [accordion] 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](https://basedash.com/docs/administration/data-source-access-control.md). If the table is new,
> run **Sync schema** on the data source.

> [accordion] 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](https://basedash.com/docs/administration/billing-and-ai-usage.md#control-spend).

> [accordion] 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](https://basedash.com/docs/administration/members-and-roles.md).

## Slack

> [accordion] @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](https://basedash.com/docs/administration/billing-and-ai-usage.md#control-spend).

> [accordion] 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](https://basedash.com/docs/features/slack.md).

## MCP server

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

## Embedding

> [accordion] 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](https://basedash.com/docs/developers/embedding.md#troubleshooting).

> [accordion] 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](https://basedash.com/docs/developers/embedding.md#allowed-origins).

> [accordion] 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](https://basedash.com/docs/features/dashboards.md).

## Still stuck?

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

## Related

> [card] [FAQ](https://basedash.com/docs/help/faq.md)
>
> Answers to common questions.

> [card] [Connection settings](https://basedash.com/docs/data-sources/connection-settings.md)
>
> SSL, SSH, and connection errors.

> [card] [Accuracy and trust](https://basedash.com/docs/features/accuracy-and-trust.md)
>
> How AI answers are generated and checked.


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