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Need help? Review this FAQ section first before contacting Bannister Lake.

IssueTroubleshooting Details



Why don’t I see any Tweets?
Follow the troubleshooting steps in the order in which they are listed below:
  1. Have you reviewed the agent status of the Twitter Reader? Is it working as expected?
  2. By default, the Twitter Reader fetches new Tweets every two (2) minutes or every (x) minutes as configured. Have you waited long enough to ensure that the Twitter Reader has reached the next countdown to search for Tweets?
  3. Flow refreshes content automatically every 5 minutes. In Flow, you can manually check for new Tweets by clicking Refresh on any list. For example, if you have set your Tweets to be approved automatically, be sure to click the Refresh button at the top of the Approved Tweets list.
  4. Still not seeing new Tweets? In the Twitter Reader select Help > View Today's Logs and check for errors in the logs. If errors are present please open a support ticket with the Bannister Lake Support Center and attach the log to the issue report.
  5. Check to ensure that the system has not logged any error reports. In Flow, go to the Error Reports module and see if any errors are listed. If they are, notify Bannister Lake Support right away.
  6. Has your user account been moved to a different Content Group? If it has, you may no longer see playlists or search groups you had previously set up unless they belonged to ALL content groups. See your system administrator for details.
  7. Ensure that you have internet access. Try opening a web browser and accessing the internet.
  8. Still not seeing new Tweets? In Flow, go to the Twitter module, and click Clear All Tweets for your topic. Twitter Reader tries to retrieve only the latest Tweets and this will reset the Tweets in this topic by retrieving all new content. The Clear All Tweets option removes all Tweets from both the Approved Tweets and Unapproved Tweets lists.

Note: Bannister Lake recommends that customers who are running the readers locally add the Twitter Reader agent to the Microsoft® Windows® Startup folder. Programs or shortcuts placed in the Windows Startup folder will run whenever Windows starts. When the system is rebooted, the Twitter Reader agent will be restarted automatically.

Seeing Tweets but not mine / not the latestThe access method Twitter makes available does not always contain the latest tweets if the account you are accessing is not an active tweeter. Verify what tweets you can see using the Twitter advanced search dialog here

https://twitter.com/search-advanced. If your most recent tweet does not show up in this search, it will not be accessible from TweetOut.

If the account you are trying to get tweets from is new, or is not used often, the most recent tweets may not be available to the Twitter external search.

Try posting 4-5 tweets over the next 24 hours to encourage the Twitter external search index to pick up more recent activity from this account.

Flow isn't working properly

Malware, spyware, ad blockers, privacy utilities, and personal firewalls may all interfere with the functionality of Flow.

If you see unusual interface issues or a feature isn't quite working as you would expect, try accessing Flow using a different browser. See Flow Browser Support for details.

A feature is no longer working
Check to see if there are any system errors. In Flow, go to the Error Reports module and see if any system errors are listed.

If there are, export the error report to a Excel file and send the file, along with detailed steps that preceded the event, to Bannister Lake Support right away so we can help resolve the issue with you.

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