# Common Issues

## Connection

<details>

<summary>I can't find 100ms in the Coupler.io source list</summary>

100ms is an Early Access source and requires a feature flag to be enabled on your account. If you don't see it in the source list, contact Coupler.io support and ask them to enable the `100ms_airbyte_source_feature` flag for your workspace.

</details>

<details>

<summary>Authentication fails when I enter my Management Token</summary>

Make sure you're using a **Management Token** from the 100ms dashboard, not an app token or a peer token. Go to your 100ms dashboard → **Settings → Developer** and generate or copy your Management Token. Tokens are workspace-scoped, so confirm you're using the token for the correct 100ms workspace.

</details>

## Missing data

<details>

<summary>My export returns no rows even though sessions exist</summary>

Check the **Start date** in your data flow settings. If the start date is set too recently (or in the future), no sessions will fall within the range. Adjust the date picker to a date before your earliest session.

Also note that the 100ms source is date-filtered — only records created on or after your start date are returned.

</details>

<details>

<summary>Active room peers shows no data</summary>

The **Active room peers** entity returns participants currently connected to rooms in real time. If no rooms have active participants at the moment the flow runs, the export will be empty. This entity reflects live state only — it does not return historical peer data.

{% hint style="info" %}
To analyze historical participant data, use the **Sessions** entity instead, which includes the `peers` field with participant details from past sessions.
{% endhint %}

</details>

<details>

<summary>Recordings are missing for sessions I know were recorded</summary>

Recordings may take several minutes to hours to appear after a session ends, depending on the recording duration and processing queue. If a recording was recently completed, wait and re-run the flow. Recordings still in `processing` status may not appear as fully resolved rows until processing is complete.

</details>

## Permissions

<details>

<summary>I'm getting a 401 Unauthorized or permission error</summary>

{% hint style="warning" %}
A 401 error usually means the Management Token has expired or been revoked. 100ms Management Tokens do not expire by default, but they can be regenerated — which invalidates the old one. Regenerate the connection in Coupler.io with your current token.
{% endhint %}

If your 100ms account is on a restricted plan, some entities (e.g., analytics data) may not be available. Check your 100ms plan to confirm API access to those endpoints.

</details>

## Data discrepancies

<details>

<summary>Session counts in my export don't match the 100ms dashboard</summary>

The 100ms dashboard and the API may differ in how they aggregate sessions. The Coupler.io export uses the start date you specify — if your dashboard shows an all-time view but your export has a start date set to last month, the numbers will differ. Align the date range in both places before comparing.

</details>

<details>

<summary>Analytics event counts seem lower than expected</summary>

Analytics events are filtered by your start date just like other entities. Events that occurred before the start date are not included. If you changed the start date in your flow, the export only reflects the new range from that point forward.

{% hint style="warning" %}
Analytics event data may also have a processing delay of a few minutes for very high-volume sessions. Re-run the flow if you suspect recent events are missing.
{% endhint %}

</details>

## Rate limits

<details>

<summary>My flow is running slowly or timing out</summary>

100ms API rate limits apply during data export. For large workspaces with many sessions or analytics events, exports may take longer than expected. Consider narrowing your start date window to reduce the volume of data fetched per run. If timeouts persist, contact Coupler.io support.

</details>