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Troubleshooting

Common issues and step-by-step resolutions for The One Brand.

1. Brand Wizard — "Generation Failed" after clicking Generate​

Symptom: Clicked "Generate 20 Concepts" and received an error or a spinner that never resolves.

Causes and fixes:

  • Timeout: Logo generation can take up to 60 seconds. Wait the full minute before retrying.
  • Incomplete wizard steps: All 5 previous steps must be complete. Go back and check that every field has a value.
  • AI quota exceeded: Your plan has a monthly AI generation quota. Check Account → Usage to see if you've hit the limit. Upgrade the plan or wait until the quota resets.
  • Network interruption: Refresh the page — wizard sessions are saved automatically. Resume from the In Progress brand card in the Brand Library.

2. Custom Domain Shows "Pending" for More Than 30 Minutes​

Symptom: Added a CNAME record but domain verification never progresses past "Pending".

Steps:

  1. Verify the CNAME was added correctly at your DNS provider:
    • Record type must be CNAME (not A or TXT)
    • The value must match exactly what Brand provided — no trailing slash
    • The TTL should be 300 or less
  2. Check for conflicting records: A bare CNAME on the root (@) may conflict with existing A records. Use a www subdomain if the root has other records.
  3. Use an external DNS checker (e.g., dig www.yourdomain.com CNAME or an online DNS lookup tool) to confirm the record is visible publicly.
  4. Cloudflare DNS users: Ensure the record is proxied (orange cloud) or DNS-only (grey cloud) consistently. Switching between the two can delay verification.
  5. If using Cloudflare as your registrar with proxied records, ensure your Cloudflare SSL mode is "Full" or "Full (Strict)" — not "Flexible".

3. SSL Certificate Not Provisioning After Domain Verification​

Symptom: Domain shows "Verified" but SSL status stays at "SSL Pending" for more than 10 minutes.

Steps:

  1. Wait up to 15 minutes — Cloudflare Universal SSL provisioning can take time.
  2. Remove and re-add the domain in Brand to trigger a fresh certificate request.
  3. Check that there is no CAA DNS record blocking Cloudflare's certificate authority. If a CAA record exists, add sectigo.com and letsencrypt.org as allowed issuers, or remove the CAA record.
  4. Contact support if SSL Pending persists more than 30 minutes after domain verification.

4. Published Website Not Updating After Edit​

Symptom: Made changes in the editor and clicked Publish, but the live site still shows old content.

Steps:

  1. Hard refresh the browser: Ctrl+Shift+R (Windows/Linux) or Cmd+Shift+R (Mac).
  2. Check in an incognito/private window — browser caches can be aggressive.
  3. If using a custom domain via Cloudflare: Cloudflare caches static HTML. Brand triggers a cache purge on publish, but it can take 30–60 seconds. Wait and retry.
  4. Confirm publish completed successfully: In the editor, look for a "Published" confirmation toast. If it showed an error, try publishing again.
  5. Check if the site is using a custom domain — verify the domain is pointing to the correct website in Domain Management.

5. Brand Propagation Shows "Failed" for a Product​

Symptom: Triggered propagation and one or more products show "Failed" in the status panel.

Steps:

  1. Click the "Failed" row to expand the error detail.
  2. Common errors:
    • 401 Unauthorized: The integration key for that product has expired or is invalid. Contact your platform administrator to rotate the key.
    • 503 Service Unavailable: The target product is temporarily down. Wait 5 minutes and trigger propagation again (only for the failed product).
    • Timeout: The product took too long to respond. Usually resolves on retry.
  3. Retry propagation by clicking Propagate again and selecting only the failed product(s).
  4. If the error persists, check the target product's health in Hub.

6. AI-Generated Landing Page Content Is Generic or Off-Brand​

Symptom: Generated landing page copy doesn't match your brand's voice or industry.

Steps:

  1. Check that the brand associated with the landing page has Brand Voice configured (Brand Library → Brand → Overview → Brand Voice).
  2. Set specific tone descriptors: "Professional", "Technical", "Direct" for B2B IT services performs better than leaving voice blank.
  3. Re-generate with more specific inputs:
    • Be specific in the Target Audience field (e.g., "Healthcare IT managers at clinics with 10–100 staff" rather than "businesses")
    • Be specific in the Offer field (e.g., "Free HIPAA security assessment with written report" rather than "free audit")
  4. After generation, use AI Rewrite on individual sections to refine specific elements.

7. Collateral PDF Downloads Are Blank or Corrupt​

Symptom: Downloaded a proposal or brand guidelines PDF but the file is empty, corrupted, or shows no content.

Steps:

  1. Re-generate the collateral — click Regenerate on the collateral item.
  2. Try downloading in a different browser.
  3. If the file opens but shows garbled fonts: the PDF uses embedded fonts — open in Adobe Acrobat or Preview (Mac) rather than a browser's built-in PDF viewer.
  4. Large QBR presentations with data from multiple products may time out during generation. If you see a generation spinner for more than 2 minutes, refresh and try again.

8. Client Brand Not Appearing in Client's Portal​

Symptom: Created a client brand and propagated, but the client's Portal still shows the default theme.

Steps:

  1. Confirm the client brand is linked to the correct client company record (matched by the client's company ID from PSA/CRM).
  2. In the client brand record, verify the brand is not in "Draft" state — Draft brands are not served to Portal.
  3. Re-propagate: open the client brand → Propagate to Stack → select Portal → Propagate.
  4. Have the client hard-refresh their Portal session (Ctrl+Shift+R).
  5. Portal caches brand CSS for 5 minutes — wait and retry if propagation was recent.

9. Media Library Images Not Showing Auto-Tags​

Symptom: Uploaded an image but no AI-generated tags appear after several minutes.

Steps:

  • Auto-tagging runs asynchronously (fire-and-forget) after upload — it is not instant.
  • Typically completes within 30–60 seconds. Refresh the media library after 1 minute.
  • Auto-tagging only applies to image files (JPG, PNG, WebP, GIF). SVG and PDF files are not auto-tagged.
  • If tags never appear after 5 minutes, the AI tagging call may have failed silently. There is no retry mechanism — tags can be added manually by clicking Edit Tags on the media asset.

10. SSO Login Loop — Redirected Back to Hub Repeatedly​

Symptom: Clicking Brand in the waffle menu sends you back to Hub repeatedly without completing login.

Steps:

  1. Clear cookies for both Hub and Brand domains.
  2. Try in an incognito window.
  3. Confirm your organization has the Brand product entitlement active — check with your Hub administrator.
  4. If the issue affects all users in the organization: the PORTAL_SSO_SECRET shared between Hub and Brand may have been rotated on one side but not the other. Contact your platform administrator.
  5. Check Hub's status page — if Hub is experiencing an incident, SSO for all products will be affected.

When to Contact Support​

Contact The One Stack support if:

  • SSL provisioning has been pending for more than 30 minutes after verification
  • Propagation errors persist after retrying and the integration key is confirmed valid
  • A wizard session cannot be resumed and the work is lost
  • Analytics show 0 views for a published page you know has been visited

Include in your support request:

  • Your organization name and tenant ID (found in Hub → Settings → Organization)
  • The brand ID or website ID (shown in the browser URL)
  • The exact error message from the status panel
  • The date and time the issue occurred