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Common Issues

Solutions to common problems and errors

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Common Issues & Solutions

This guide covers the most common issues users may encounter while using the Lead Scoring & AI Qualification Module and provides step-by-step solutions to resolve them quickly.

Issue: Leads Not Being Scored

Symptoms:

  • Leads display a score of 0
  • Dashboard statistics are empty
  • Lead temperatures are not updating
  • No conversion probabilities appear

Solution 1: Check Scoring Rules

  1. Navigate to Settings → Scoring Rules.
  2. Verify that scoring rules are enabled.
  3. Ensure the Active status is set to Yes.

Solution 2: Run Manual Score Update

  1. Navigate to Tools → Batch Score Leads.
  2. Select the leads you want to recalculate.
  3. Click Score Now.
  4. Wait for the scoring process to complete.

Solution 3: Verify Database Connection

  1. Go to Admin → Utilities → System Health.
  2. Verify the database status shows a green indicator.
  3. Check for any database connection errors.

Issue: Dashboard Shows Old Data

Symptoms:

  • Dashboard statistics are outdated
  • Lead counts are incorrect
  • Recent activities are missing
  • Charts are not updating

Solution 1: Clear Module Cache

  1. Navigate to Admin → Maintenance → Clear Cache.
  2. Select Lead Scoring.
  3. Clear the cache.

Solution 2: Refresh Browser Cache

  • Perform a hard refresh using:
Windows: Ctrl + Shift + R
Mac: Cmd + Shift + R

Solution 3: Recalculate All Scores

  1. Navigate to Tools → Recalculate All Scores.
  2. Start the recalculation process.
  3. Wait until processing completes.

Large lead databases may require several minutes to fully recalculate scores.

Issue: Permission Denied Error

Symptoms:

  • Users cannot access the module
  • Dashboard access denied
  • Analytics pages fail to load
  • Restricted access errors appear

Solution 1: Verify User Role Permissions

  1. Navigate to Admin → Roles & Permissions.
  2. Select the affected user role.
  3. Review Lead Scoring permissions.

Solution 2: Enable Required Permissions

Ensure the following permissions are enabled:

  • lead_scoring/view
  • lead_scoring/view_leads
  • lead_scoring/view_analytics
  • lead_scoring/manage_rules

Issue: API Returns 401 Unauthorized

Symptoms:

  • API requests fail
  • Authentication errors occur
  • External integrations stop working

Solution 1: Verify API Token

  • Ensure the API token is valid.
  • Check for incorrect or missing API headers.

Solution 2: Check Token Expiration

  • Verify the API key has not expired or been revoked.

Solution 3: Generate a New API Key

  1. Navigate to Settings → API Keys.
  2. Create a new API token.
  3. Update your external integration with the new key.

Issue: AI Summaries Not Generating

Symptoms:

  • AI Summary tab is empty
  • Summary generation fails
  • AI recommendations do not appear

Possible Solutions

  • Verify OpenAI or AI provider API key configuration.
  • Check internet connectivity from the server.
  • Ensure API usage limits have not been exceeded.
  • Save and regenerate summaries from AI settings.

Issue: Slow Performance

Symptoms:

  • Dashboard loads slowly
  • Lead scoring takes too long
  • Reports are delayed

Possible Solutions

  • Increase PHP memory limit to 512MB or higher.
  • Enable database indexing optimization.
  • Clear old interaction logs if necessary.
  • Run large recalculations during off-peak hours.

Error Logs

If problems continue, review the module error logs for detailed debugging information. 

/logs/lead_scoring.log

General Troubleshooting Tips

  • Keep Perfex CRM updated to the latest version.
  • Verify server requirements meet module requirements.
  • Clear cache after updating settings or rules.
  • Deactivate and reactivate the module if needed.
  • Check PHP error logs for additional details.
Warning: Always create a backup before making major configuration changes or running large score recalculations.