Troubleshooting
This troubleshooting guide covers common issues, solutions, and answers to frequently asked questions about chest tracking and clan management.
Quick Diagnosis
| Symptom | Most Likely Cause | Quick Fix |
|---|---|---|
| No data on dashboard | Tracker not running | Settings → Tracker → Enable |
| Missing recent chests | Scan interval too long | Reduce cadence to 30 min |
| Wrong player names | OCR error | Members → Edit → Correct name |
| Duplicate members | OCR spelling variations | Members → Merge Duplicates |
| Public link 404 | Link disabled/expired | Settings → Share Links → Check status |
| Scores seem wrong | Multiplier configuration | Settings → Scoring → Review |
General Issues
Can't Log In to TB Clan Tools
Symptoms: Login page shows error, loops back, or rejects credentials.
| Check | Solution |
|---|---|
| Email/password correct? | Double-check, use password manager |
| Account confirmed? | Check email for verification link |
| Cookies enabled? | Enable cookies in browser settings |
| Browser cache? | Clear cache or try incognito mode |
| Beta access? | Ensure you used the correct invite link |
Still stuck? Contact support@tbclantools.com with your email address.
Dashboard Shows No Data
Symptoms: Charts empty, KPIs show 0, "No data" messages.
| Possible Cause | How to Check | Solution |
|---|---|---|
| Tracker not enabled | Settings → Tracker | Toggle Enable ON |
| Credentials invalid | Test Connection button | Re-enter and verify |
| First scan not complete | Check "Last Scan" time | Wait 5-10 minutes |
| Date filter too narrow | Check date range selector | Select "Last 30 Days" or "All Time" |
| New clan, no chests yet | Check Chests page | Wait for tracker to capture first batch |
Slow Loading Pages
Symptoms: Pages take >5 seconds to load, spinners never stop.
| Solution | Details |
|---|---|
| Check internet | Test with other sites |
| Clear browser cache | Ctrl+Shift+Delete → Clear cached data |
| Try different browser | Chrome, Firefox, Safari, Edge |
| Reduce date range | Shorter ranges = faster queries |
| Disable extensions | Ad blockers can interfere |
If consistently slow, contact support with your browser and location.
Tracker Issues
Tracker Shows "Failed" Status
Symptoms: Last scan shows failed, error badge in header.
| Common Cause | How to Identify | Solution |
|---|---|---|
| Password changed in Total Battle | Test Connection fails | Update credentials in Settings → Tracker |
| Account locked (too many logins) | "Account locked" error | Wait 30 min, then test again |
| Total Battle maintenance | Game website also down | Wait for maintenance to end |
| Network timeout | Intermittent failures | Usually auto-recovers next run |
If failures persist:
- Log in to Total Battle manually to verify account works
- Re-enter credentials in TB Clan Tools
- Run Test Connection
- Contact support if still failing
Missing Recent Chests
Symptoms: You know chests were opened but they're not in the archive.
| Possible Cause | Solution |
|---|---|
| Chests expired before scan | Reduce scan cadence to 15-30 minutes |
| OCR couldn't read the text | Check Members for garbled names |
| Player under different name | Search Members for similar names |
| Tracker was disabled | Check Settings → Tracker status |
Chest Expiry: Triumphal Chests expire after a set time. During active events like Rise of Ancients, use 15-minute scan intervals to capture everything.
Wrong Player Names (OCR Errors)
Symptoms: Names look garbled (e.g., "J0hnDoe" instead of "JohnDoe").
Cause: OCR (Optical Character Recognition) misread characters.
| Common OCR Confusions | Examples |
|---|---|
| 0 ↔ O | "Player0ne" vs "PlayerOne" |
| 1 ↔ l ↔ I | "Player1" vs "Playerl" |
| S ↔ 5 | "S5layer" vs "S5layer" |
| Special characters | Underscores, periods, numbers |
Solution:
- Go to Dashboard → Members
- Find the member with wrong name
- Click Edit
- Correct the name to match in-game exactly
- Click Save – all chests update automatically
Duplicate Chest Entries
Symptoms: Same chest appears multiple times in archive.
Cause: Rare edge case during scans.
Solution:
- Note the duplicate chest details (player, source, time)
- Contact support@tbclantools.com
- We'll clean up duplicates on the backend
Member Management Issues
Can't Delete a Clan Member
Symptoms: Delete button disabled or shows error.
Cause: TB Clan Tools protects historical data – members with captured chests cannot be deleted.
Solution: Use Deactivate instead:
- Find the member in the Members table
- Click Deactivate
- Member is marked inactive but data preserved
- They won't appear in active counts or targets
Why this design? Deleting members would lose contribution history. Deactivation preserves data for historical analysis.
Duplicate Members in Roster
Symptoms: Same Total Battle player appears with two (or more) entries.
Cause: OCR read their name slightly differently on different chests.
Solution:
- Go to Dashboard → Members
- Click Merge Duplicates in toolbar
- System identifies potential matches
- Review each pair – select the correct spelling
- Click Merge Selected
- All chests consolidate under the correct name
Best Practice: Check for duplicates weekly, especially after events when OCR errors are more common.
New Player Not Appearing
Symptoms: Recruited someone, they opened chests, but don't see them in Members.
| Possible Cause | Solution |
|---|---|
| Name matched existing member | Search Members with partial name |
| OCR spelled name differently | Look for similar-looking names |
| Chests not captured yet | Check tracker status, wait for next scan |
| Merged automatically | Check if existing member has new chests |
Public Link Issues
Link Shows "Not Found" (404)
Symptoms: Visiting your public link returns 404 error.
| Check | Solution |
|---|---|
| Link active? | Settings → Share Links → Verify status is Active |
| Slug correct? | Compare URL slug exactly (case-sensitive) |
| Link expired? | Check expiration date in Share Links |
| Link deleted? | May need to create new link |
PIN Not Working
Symptoms: Entering correct PIN still shows error.
| Issue | Solution |
|---|---|
| Typo in PIN | Re-check exact digits |
| 0 vs O confusion | PINs are numbers only |
| Cookies disabled | Enable cookies in browser |
| Stale session | Clear cookies, try incognito |
Note: PINs are 4-6 digits. If you set letters, only numbers will work.
Public Page Shows Outdated Data
Symptoms: Data on public link doesn't match dashboard.
Cause: Public pages cache for 5 minutes for performance.
Solutions:
- Wait 5 minutes for cache refresh
- Force refresh: Ctrl+Shift+R (Cmd+Shift+R on Mac)
- If still wrong, check tracker status
Data & Scoring Issues
Scores Seem Wrong
Symptoms: Member scores don't match expectations.
| Check | How to Verify | Solution |
|---|---|---|
| Source multipliers | Settings → Scoring | Adjust multipliers for your clan priorities |
| Member coefficient | Members → Edit member | Check if set to non-1.0 value |
| Excluded sources | Settings → Scoring → Exclusions | Some sources may be excluded |
| Score calculation | Click any score for breakdown | Verify components |
Wrong Week Displayed
Symptoms: Week dates look wrong, progress seems off.
Cause: Timezone mismatch between your location and clan settings.
Solution:
- Go to Settings → General
- Set timezone to match your clan's primary location
- Dashboard immediately adjusts
Tip: All TB Clan Tools times use the configured timezone. UTC is best for international clans.
Historical Data Missing
Symptoms: Can't find old chests or past weeks.
| Possible Cause | Solution |
|---|---|
| Date filter too narrow | Select "All Time" or wider range |
| Data was reset | Check with admin if Reset Clan Data was used |
| Before tracker setup | Data only exists from when tracker started |
Performance Issues
Charts Not Loading
Symptoms: Spinners, blank charts, timeout errors.
| Solution | Details |
|---|---|
| Refresh page | F5 or browser refresh button |
| Clear cache | Ctrl+Shift+Delete → Cached images and files |
| Disable extensions | Ad blockers can interfere |
| Try incognito | Rules out extension issues |
| Different browser | Chrome, Firefox, Safari |
CSV Export Timeout
Symptoms: Export button fails or times out.
Solution: Reduce data size:
- Apply date filters (shorter range)
- Filter by category or player
- Export in smaller batches
Account & Access Issues
Can't Access Dashboard
Symptoms: Redirected to login, access denied.
| Check | Solution |
|---|---|
| Logged in? | Check for login button vs. user avatar |
| Email verified? | Check inbox for verification link |
| Correct account? | May have multiple accounts |
| Session expired? | Clear cookies, log in again |
Wrong Clan Data Displayed
Symptoms: Seeing data from a different clan.
Cause: You're a member of multiple clans.
Solution: Use the clan switcher in the header to select the correct clan.
Getting Help
AI Assistant (Instant)
Click the chat icon in the bottom right for instant help:
- How-to questions about any feature
- Data interpretation and queries
- Troubleshooting guidance
- Feature explanations
The AI assistant knows TB Clan Tools documentation and can answer most questions immediately.
Email Support
Contact: support@tbclantools.com
Include in your email:
- Your TB Clan Tools email/username
- Clan name and kingdom
- Description of the issue
- Screenshots if helpful
- Steps to reproduce (if applicable)
Response Times:
| Priority | Response Time |
|---|---|
| Critical (tracker down) | Within 12 hours |
| Normal issues | Within 24-48 hours |
| Feature requests | Acknowledged within 48 hours |
Frequently Asked Questions
Security & Privacy
Q: Is my Total Battle account safe? A: Yes. Credentials are securely encrypted and stored. We strongly recommend using a dedicated tracker account for additional security.
Q: Can other clans see my data? A: No. All data is private to your clan. Only public links you explicitly create can be viewed by others, and you control what's visible.
Q: What data do you collect? A: Only chest data: player names, source codes, and timestamps. We don't access private messages, inventory, or other game data.
Tracking & Accuracy
Q: How accurate is chest tracking? A: ~95%+ accuracy. OCR occasionally misreads player names or source codes, which we continuously improve. You can manually correct any errors in the Members page.
Q: What if the tracker misses chests? A: Triumphal Chests expire in Total Battle. If scan frequency is too low, some may expire before capture. Use 15-30 minute intervals during active periods.
Q: Does the tracker work during Total Battle maintenance? A: No. Scans will fail during game maintenance and automatically retry on the next scheduled run.
Clan & Account Management
Q: Can I track multiple clans? A: Yes. Create separate clans in TB Clan Tools, each with their own tracker account and credentials. Use the clan switcher to move between them.
Q: What if I leave my clan in-game? A: The tracker account needs to remain in the clan to capture chests. Your TB Clan Tools data persists regardless of your main account's status.
Q: Can I transfer clan ownership? A: Not yet automated. Contact support@tbclantools.com for manual ownership transfer.
Features & Platform
Q: Is there a mobile app? A: Not yet, but the website is fully mobile-responsive. Works well on phones and tablets.
Q: How do I export my data? A: Use the Export CSV button on Chests or Members pages. Apply filters first to export specific data subsets.
Q: What's the data retention policy? A: We retain all chest data indefinitely unless you use Reset Clan Data in Settings. Export before resetting if you want backups.
Q: Are there API/integrations available? A: Not yet, but planned for future releases. Discord integration is on the roadmap.
Total Battle Specific
Q: What Total Battle events are tracked? A: All events that generate Triumphal Chests: Rise of Ancients, Ragnarok, Trials of Olympus, Clan Wars, monster hunts, and more. The system categorizes each source automatically.
Q: Why are some sources "Unknown"? A: New Total Battle content may not be categorized yet. We update categories regularly. Report unknown sources to support for faster categorization.
Can't find your answer? Contact support@tbclantools.com or use the AI assistant for immediate help.