⚠Something is stuck

Three steps, in this order — they deal with the vast majority of cases:

1. Hard reload: Ctrl+Shift+R (on a Mac Cmd+Shift+R). This bypasses the browser cache.
2. Another tab, another page: is it stuck in just one place or everywhere?
3. Private window: if it works there, the cause is an extension or old site data.

If the problem remains, reporting it via “Report a problem” is the quickest way — it takes the technical details along automatically.

Then an old version is sitting in your browser cache. This happens especially after maintenance: the browser has remembered the maintenance page and mixes it with the new application.

Ctrl+Shift+R clears this up. If that does not help, delete the site data for this address in the browser settings — you will have to sign in again afterwards, but you lose nothing.

Typical signs: buttons that should no longer exist; an error message about unexpected content; a page that stops half loaded.

Your browser could not reach the server. The message says so explicitly: please check your internet connection — your data is not affected.

Work through it from top to bottom: is another website reachable? Is a company network or VPN in between? And only then: has the instance itself gone down?

Whatever you have just typed and not yet saved is usually still in the form — try saving again once the connection is back, before you reload the page.

Exactly that: the sign-in has timed out. Sign in again.

If this happens noticeably often, there is usually one of two reasons behind it: your browser deletes site data when it closes, or you are working in a private window. Both are fine — then frequent signing in is the price for it.

A protective brake has kicked in. It prevents a hanging process or clicking too quickly from overloading the system.

Wait a moment and try again. If this happens constantly, it is almost always due to a page loading in a loop in the background — then it helps to close all tabs with this address and open a new one.

An error on the server side — not on yours. The message itself suggests the first step: reload the page; if it persists, have a look at the settings.

In practice this means: if it keeps occurring with a particular action, that makes a good report — it is reproducible. In the report, write which action triggers it; that is the detail that helps most.

First the three steps. If it persists, there are two common causes:

• A browser extension is blocking scripts. Check in a private window; if it works there, exclude your instance’s address in the extension.
• The page was opened via an unencrypted address. Some functions — above all telephony — require a secure connection, and in some versions the whole interface then freezes. Make sure the address starts with https.

The message “If it keeps happening, it is usually the connection or missing access rights” is shown by Aurora Hive Sales itself when an area cannot be loaded.

This is the case in which a report from within the program does not work — the program would have to be reachable for that. Call.

What you can clarify beforehand in thirty seconds, and what helps a great deal:

• Does it affect everyone or only you? Ask a colleague.
• Is another website reachable?
• What is on the screen — an error page, a maintenance page or nothing at all?

These three answers distinguish a network problem, maintenance and a genuine outage.

Four causes, from the most common to the rarest:

1. Protected sending mode. Shown in the header. Then no mail leaves the system — intentional, not an error.
2. Mailbox stuck. The status display for the mailboxes says why: usually a changed password or a revoked permission.
3. Campaign paused. Then the bar on the overview does not move.
4. Licence expired. During the grace period, sending and AI are paused.

All four are visible in one place: on the overview, in the row with operations, licence and mailbox.

Three possible explanations, to be checked in this order:

1. Not saved. With longer forms this is the most common — especially if the session expired in between.
2. Someone else saved later. If two people edit the same record, the later save wins. The Access log shows who changed what and when.
3. Old version in the cache. You are seeing an older state; the new one is saved. Do a hard reload.

Usually the browser is blocking a new window from opening. Look for a small notice in the address bar and allow pop-ups for this address.

If the file stays empty or is damaged, generation had not finished. This happens with very large documents; try a shorter period or fewer records. If it is reproducible, it makes a good report.

Check two things before you report it:

1. The period at the top of the page. It applies to most figures, but not all.
2. The ⓘ next to the figure. It says in one sentence what has been counted and what has not — for example that test mails do not count, that deleted items have been subtracted, or that a contact with three tags appears three times in the category list.

Only when both fit and the figure still looks wrong is it worth reporting — but then it makes a good report.

Three causes, in this order:

1. A required field is missing. Some buttons do nothing as long as something is missing — with telephony, for example, there is explicitly no error message. Go through the fields from top to bottom.
2. A process is still running. While an action is working, buttons are locked. Wait for it instead of reloading.
3. The page is half loaded. Do a hard reload.

If a button does nothing with all fields filled in and the page at rest, that makes a good report — state which button on which page.

Check three things:

• The format. Attachments are limited to PDF; logos to PNG, JPEG or WebP — SVG is deliberately not accepted.
• The size. Attachments at most 15 MB, logos at most 512 KB.
• The file name. Very long names and unusual characters occasionally cause trouble; try renaming the file.

If the upload breaks off halfway, it is usually the connection — with large files over a mobile network, that is normal.

Four possible reasons:

1. Typo in the data. Search with part of a word — the search works on parts of words, not only on whole terms.
2. A filter is still set. In lists with filters the restriction stays in place; “Reset filter” helps.
3. Wrong field. The contact search covers name, company and email address — not notes.
4. Wrong site or wrong instance — in Aurora Hive Sites the most common cause of all.

First narrow down where it is sticking:

• Only one particular view? Then it is the amount of data there — very long lists and wide tables take time. A filter helps more than any setting.
• Everything? Then check your connection and after that the system status: disk space and the background service are shown there.
• Only for you? Ask a colleague. If it only affects you, it is usually the browser — many open tabs, old site data, an extension.

For a process that takes time by its nature — research, AI evaluation, PDF generation — waiting is the right answer. The program says what to expect.

The later save wins. There is no lock that warns the second person.

What helps afterwards: the Access log shows who changed what and when — so you can reconstruct what happened, even if the old content cannot be restored.

Prevention is easier than sorting it out: for longer texts, briefly agree who is writing.

Almost always you are in different environments. Test, acceptance and production systems look the same and have separate data — the same interface, a different address.

Compare the address bar. If it contains something like “dev” or “abna”, you are working in a test environment.

The second possible reason in Aurora Hive Sites: different Sites selected.

Three possible causes:

1. The same address is on several contacts — two records for the same person, for example with different spellings of the name.
2. “Write to everyone again” instead of “Carry on sending” when continuing a campaign.
3. Two campaigns to overlapping audiences, started one after the other.

Check point 1 first — it is the most common and can be fixed permanently by merging the duplicate contacts.

Short notices fade out after a few seconds. If you need the text: repeat the action — the message appears again.

The more important distinction: a green notice only confirms; if the result is right afterwards, everything is fine. A red one needs a response — then it is worth recording its exact wording, because that is precisely what the error report asks for later.

Check two places:

• The settings under Notifications — there you decide what appears in the bell.
• Whether there is anything at all. Tasks and follow-ups that are due always appear on your overview regardless; if nothing shows there, nothing is due.

For mails that should come from the system (for example to form recipients in Aurora Hive Sites), the cause is usually a different one: missing recipients or a mailbox that is stuck.

Four causes, in this order:

1. Wrong format. .xlsx, .xlsm and CSV are read — please convert anything else first with “Save as”.
2. The delimiter does not match. With CSV, everything then ends up in one column; saving as .xlsx solves it.
3. No required field mapped. At least one of email, contact person, last name or company must be mapped.
4. The header row is missing or is not right at the top.

The dry run tells you what will arrive before anything is written — use it before you hunt for the cause.

Check in this order:

1. Has a sender mailbox been chosen? Without one, nothing goes out.
2. Is there a template for this stage? Without text, the best audience is of no use.
3. Are there any recipients at all? There is nobody in this selection who has not been written to yet.
4. Is the licence active? During the grace period, sending and AI are paused.

All four are visible on the overview in one row — operations, licence, mailbox — or are stated in plain language in the wizard.

Three causes:

1. The assignment has been released — “Release” disconnects immediately and without asking.
2. The page was not reloaded after the assignment.
3. The address is not running over https — then the browser does not release the microphone, and in some versions even the whole interface freezes.

The traffic light in the profile list is live and tells you whether the profile is registered at all.

For Telephony, yes — no microphone permission, no call. Otherwise, no.

If you declined by mistake, reset the permission in your browser’s site settings; otherwise it will not ask again.

And the reverse case, which shows up as a fault: over an unencrypted address the browser does not even ask — telephony then does not work.

Three causes, all with a harmless explanation:

1. Budget used up — paid runs are rejected; everything else keeps working.
2. Licence paused — during the grace period, sending and AI are suspended.
3. Input too short — candidate match and profile optimisation require at least 20 characters.

Points 1 and 2 are shown on the overview. And: wait instead of clicking again — in the worst case, a second click starts a second, paid run.

Three possibilities, in this order:

1. Not published. In Aurora Hive Sites, everything stays a draft until you publish — the button sits at the top of the overview.
2. Wrong site selected. The most common mix-up of all.
3. The browser is showing the old version. Do a hard reload.

With Aurora Hive Live it is different: there, saving takes effect immediately on the public page — if nothing happens there, it is point 3.

Four points, and the first explains almost all cases:

1. No recipients entered — then the responses sit quietly in the admin area. They are not lost, but nobody hears about them.
2. The form is not placed as a block on a page — then no visitor sees it.
3. The page is not published.
4. The notification ends up in the recipient’s spam.

Test it yourself once after every publication — this is the point that gets noticed last.

• Error in the program — “Report a problem” in the program. The report takes the page, browser and time along with it.
• Total outage — call. A report requires the program to be reachable.
• Wrong or missing answer in this help — also “Report a problem”; frequent questions end up here.
• Legal questions — your solicitor or tax adviser. The programs prepare; they do not decide.
• Deliverability — the DNS entries are set by your domain provider, not by the operator of the instance.

The last two points save the most unnecessary detours.