Troubleshooting
Plain-language fixes for everyday issues.
Something not working the way you expect? This page walks through the problems people actually hit — a dashboard with no numbers, a login that won't take, a CRM that stopped syncing, transcripts that never appear — and gives you the quickest fix for each. It's written for everyday users, not engineers. Each entry follows the same shape: the symptom you'd notice, then the fix to try.
Work top to bottom within a section: the first thing listed is the most common cause, so you'll usually be done in a step or two.
Most issues come down to a setting that needs checking or a page that needs refreshing.
Before assuming something is broken, try the obvious first: reload the page, and confirm
the services are running with sudo astervis-installer status. A healthy install shows
every container running.
Dashboard, login, and reports
These are the things you touch every day, so they're the ones you'll most want a fast answer for.
The dashboard shows no data
Check the date range
The single most common reason a dashboard looks empty is a filter pointed at a day with no calls. Widen the range to Last 7 days or This month and see if numbers appear.
Confirm calls are actually syncing
Astervis reads call records from your PBX through the litcdc service. If that feed is
stalled, no new calls reach the dashboard. Run sudo astervis-installer status and
confirm both litcdc and replication are running. If they are but history is still
empty, the cause is upstream — see Integrations not syncing
and the Real-time Sync guide.
Check your role and permissions
Operators see only their own calls; supervisors and admins see the whole team. If a teammate sees data and you don't, your account may be scoped to a narrower view. An admin can adjust this under Settings → Employees.
The dashboard is slow
A dashboard that crawls is almost always being asked to chew through too much data at once — a year of calls across every operator, with no filters.
- Narrow the date range. A week renders far faster than a year.
- Add filters. Pick a specific operator, queue, or call type so each widget queries less.
- Remove widgets you don't use. Every widget runs its own query; a leaner dashboard loads quicker.
- Avoid peak hours for heavy reports. Big exports and wide ranges compete with live traffic during the busy part of the day.
Persistent slowness across the whole app — not just one heavy report — usually points at the server itself running low on memory or disk. Jump to Performance.
The dashboard shows old data
The numbers feel stale or frozen at an earlier point in the day.
- Refresh the page. Widgets cache for a short window; a reload pulls the latest.
- Check your connection. If the browser can't reach the server, you keep seeing the last numbers it loaded.
- Confirm the sync is live. If new calls aren't arriving at all, you're looking at the last batch that came through. Run
sudo astervis-installer statusand verifylitcdcandreplicationarerunning. The Real-time Sync guide explains how to inspect lag and re-import history.
Login problems
Reports take too long or won't export
- Shorten the date range and add filters before generating — the same advice that speeds up the dashboard applies to reports.
- Export during quiet hours for very large reports.
- If an export won't download, try a different browser or check that your browser
isn't blocking the download. Excel exports come from
/api/cdr/export; if the file never arrives, the server may be under load — retry once traffic settles.
Integrations not syncing
When a CRM or chat channel stops flowing, the fix is almost always on the connection itself, not in Astervis.
CRM data — deals, contacts, pipeline stages — stops updating.
Open the integration
Go to Settings → Integrations → Bitrix24.
Verify the connection
Click Verify. This checks the inbound webhook URL and token are still valid. If your Bitrix24 portal regenerated its webhook, paste the new one here.
Run a manual sync
Click Sync to pull the latest data on demand. Real-time updates ride an outbound webhook from Bitrix24 — if those stopped, the outbound webhook in your Bitrix24 settings may have been removed and needs re-adding.
If specific custom fields aren't coming across, confirm they're selected to be tracked — see Custom Fields. Full setup lives in the Bitrix24 guide.
AI issues
AI analysis is optional and metered, so most "AI isn't working" reports come down to one of a few things: it isn't enabled for your plan, a quota was reached, or a call simply had no recording to analyse. Work through these in order.
AI analysis only runs on calls that have a recording. A call with no recorded audio will never get a transcript — that's expected, not a bug. Make sure your PBX is recording the calls you want analysed.
Transcripts aren't appearing
Give it a moment
Analysis is asynchronous. A new call moves through pending → processing → completed.
During a busy stretch, or right after a call ends, a transcript can take a little while
to show up. Refresh the call after a minute.
Confirm the call has a recording
Open the call detail. If there's no recording to play, there's nothing for the model to transcribe. Recordings are read from your PBX — if many recent calls lack audio, check that recording is enabled on the PBX side.
Check that AI is enabled
AI is gated by a separate AI license tier. If your plan doesn't include it, calls won't be analysed at all — see Enabling AI below.
Look for failed jobs
A transcript stuck on failed usually means the recording was missing by the time the
job ran (recordings can rotate off disk), or a temporary rate limit. Rate-limited jobs
back off and retry on their own; missing-recording failures can't be re-driven.
QA isn't scoring
A call has a transcript, but no QA score.
- QA scoring is a separate flag on your AI license. Transcription can be on while QA is off. If scores never appear on any call, confirm your AI tier includes QA scoring.
- A rubric's skip conditions may be excluding the call. Rubrics can skip calls below a minimum duration, in a particular direction (incoming/outgoing/after-hours), or outside chosen queues. A very short call, or one on a queue the rubric ignores, won't be scored by design. Review the rubric under QA Analytics → Rubrics.
- No default rubric is set. Scoring rides the default rubric. If none is selected, there's no checklist to score against. Pick or clone one in QA scoring & rubrics.
Already changed your rubric and want past calls re-scored under it? Historical transcripts can be rescored against the current default rubric in one operation — QA scoring explains how.
The detected language looks wrong
Astervis treats Russian, Uzbek, and English as first-class, and recognises Kazakh, Kyrgyz, Turkish, Arabic, Tajik, and Persian downstream. Language is detected per turn, so mixed-language calls are handled turn by turn.
If a transcript's language seems off, it's almost always audio quality — a noisy line, heavy crosstalk, or very short utterances give the model little to go on. There's no language to set manually; cleaner recordings produce cleaner detection. A single odd turn in an otherwise correct transcript is normal and doesn't affect the overall analysis.
AI disabled, or quota reached
Performance
If the whole product feels sluggish — not one heavy report, but everything — the server is usually short on a resource. Astervis runs entirely on your own machine, so its speed is bounded by that machine.
- Check free memory and disk. The recommended baseline is 4 GB RAM and 2 CPU cores, with at least 15 GB free disk on the partition Docker uses. Tight memory or a nearly full disk slows everything, and a full disk can stop the sync.
- Confirm every service is up. Run
sudo astervis-installer status. A container that's restarting in a loop drags the rest down. - Restart the stack if something looks wedged after a server change:
sudo astervis-installer restart- Check the logs when a specific service misbehaves:
sudo astervis-installer logsDon't reboot the PBX itself to fix a slow dashboard. Astervis reads from your PBX but runs in its own containers — restart the Astervis stack with the command above, not the phone system.
Before you contact support
A few minutes here usually either solves the problem or gives support exactly what they need to solve it fast.
Reload and retry
Refresh the page, and if it's a CRM or chat issue, re-run Verify on the integration. A surprising share of issues clear here.
Check the services
Run sudo astervis-installer status and note any service that isn't running.
Note exactly what you see
Write down the exact error text, what you clicked to trigger it, and roughly when it started. "QA score missing on outbound calls since Tuesday" is far more actionable than "AI is broken".
Capture the relevant logs
If a service is unhealthy, grab recent logs — they're the fastest path to a diagnosis:
sudo astervis-installer logsHave your details ready
Your dashboard URL (https://<domain-or-IP>:8443), your license key (it starts with
AST-), and the installer version from sudo astervis-installer version.
How to reach support
Include the four things from the checklist above — error text, service status, license key, and installer version — in your first message. It's the difference between a one-reply fix and a back-and-forth.
Read the FAQ
Quick answers to the most common questions about Astervis.
Installation troubleshooting
Server-side install, sync, and firewall issues for whoever set Astervis up.
Real-time Sync
Diagnose stalled syncs, lag, and re-importing call history.
AI Call Analytics
How transcription, QA scoring, and the AI pipeline work.
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