Troubleshooting Listen

This page is dedicated to helping you troubleshoot any errors you experience in Listen. If your problems are not specific to the Listen product, be sure to read over the fundamental troubleshooting checklist.

Troubleshooting errors

There was an error executing your search. Please try again

This error generally populates when there are one or more errors in your overall search. If the error relates to one particular component or filter in your search, this should show as an additional error at the bottom of your Deep Dive, and could be one of the following:

The date range you have supplied is outside the allowed range, if you need data beyond this boundary please contact Lexer You can up to the last 90 days on content in Lexer Listen. To view data beyond this date range, head into Activity, where you can analyze conversation history across a greater date range. You can also export the data from here for your own analysys. If this data isn’t what you’re looking for, reach out to Lexer Support to discuss other options.
The date you supplied is invalid If you’ve entered your date into the field manually, this message is to inform you that the format is incorrect. To correct this, the format should be DD/MM/YYYY, and ensuring this is within a 90 day period.
There are no results No results have been returned in this search. Your search could be looking for something very specific, and there are no mentions with the criteria you’ve selected. Try broadening your search, then gradually honing in by narrowing your list of source types, author names etc. Also check that your filters aren’t conflicting. For example, your Tier 1 filter is looking for content on social media, but you have a Tier 2 filter that’s looking for new mentions in news articles and forum posts. Our article on finding customer conversations in Engage may be insightful for this type of search.

ISSUE WITH YOUR DEEP DIVE

This error will tell you that one of the filters in your search has been formatted incorrectly, or is likely to restrict your search. To follow, will be a helpful pointer to the part of your search causing this, such as:

Using geographical detail is very limiting Location filters will only pull in content that has geographical data associated with it. If no location data has been supplied by the page/account/author of the content, then this will not be captured in this search.
One of more of your filters is invalid. Check your query for missing quotes, brackets, ANDs or ORs. There is an issue with your Boolean in a filter that uses a free text field. Check out our guide to using Boolean language to help correct this. We also recommend using a text editor to clearly spot and fix errors in long strings of Boolean.

If you’re still having trouble, please get in touch:

  • Lexer Support live chat in the Lexer platform.
  • Email Lexer Support.

Further reading