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Hero AI Troubleshooting Guide

Comprehensive troubleshooting guide for resolving Hero AI issues, Google Ads integration problems, and performance issues.

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Written by John
Updated yesterday

Hero AI Connection & Performance Issues

Hero AI Stops Mid-Response

Symptoms:

  • Hero AI stops talking mid-sentence or mid-analysis

  • Response appears incomplete but no error message

  • Cursor stops blinking but conversation seems normal

This is Normal Behavior! Hero AI sometimes pauses during long responses - think of it as the AI being a bit shy or taking a breath.

Simple Solution: Just type "continue", "keep going", or "finish that thought" and Hero AI will pick up right where it left off. No need to restart anything!

Actual Technical Issues

Symptoms:

  • Typing indicator shows for more than 60 seconds with no response

  • "Network timeout" or "Request failed" error messages

  • Hero AI completely stops responding to new messages

Solutions:

  1. Refresh the page: This fixes most connectivity issues

  2. Start a new chat: Click the "New Chat" button (↻) to reset everything

  3. Check your connection: Verify your internet is working properly

  4. Try incognito mode: Rules out browser extension conflicts

Technical Details: Hero AI uses streaming responses with a 65,536 token limit and 30-second timeout. True timeouts require page refresh.

Slow Response Times

Symptoms:

  • Hero AI takes longer than 30 seconds to respond

  • Partial responses that seem incomplete

  • Multiple retry attempts needed

Solutions:

  1. Simplify your request: Ask for smaller date ranges or specific campaigns

  2. Use Analysis Mode: For complex analysis, use Agent Mode's structured approach

  3. Check account size: Large accounts (100+ campaigns) may require longer processing

  4. Try off-peak hours: API performance varies throughout the day

Analysis Processing Failures

Symptoms:

  • "Failed to generate analysis" errors

  • Hero AI gets stuck on "Processing..."

  • Incomplete keyword clustering or campaign analysis

Solutions:

  1. Verify data access: Ensure your Google Ads account has recent campaign data

  2. Check date ranges: Use date ranges with sufficient data (minimum 7 days recommended)

  3. Restart analysis: Switch to Planning mode and begin a fresh analysis

Authentication Issues

Google Ads Connection Problems

Symptoms:

  • "Authentication failed. Please reconnect your Google Ads account"

  • "No refresh token found" errors

  • Redirected to login unexpectedly

Solutions:

  1. Reconnect Google Ads: Go to Settings → Google Ads Management → Add Account

  2. Check permissions: Ensure your Google account has access to the Google Ads account

  3. Clear browser cache: Clear site data and cookies for Hero Marketer

  4. Use incognito mode: Test in an incognito/private browsing window

Session Expiration

Symptoms:

  • Random logouts during Hero AI conversations

  • "Session expired" messages

  • Need to re-authenticate frequently

Solutions:

  1. Stay active: Interact with Hero AI regularly to maintain session

  2. Refresh manually: Refresh the browser tab if inactive for extended periods

  3. Check login status: Verify you're still logged in to Hero Marketer

Rate Limiting & Performance

API Quota Issues

Symptoms:

  • "Rate limit exceeded. Please try again in X seconds"

  • "Quota exceeded" errors

  • Temporary service unavailable messages

Hero AI automatically handles rate limiting with:

  • Exponential backoff retry logic (1s, 2s, 4s, 8s delays)

  • Automatic retry for up to 3 attempts

  • Respect for API retry-after headers

Solutions:

  1. Wait and retry: Hero AI will automatically retry after the specified delay

  2. Reduce request frequency: Space out your requests by a few seconds

  3. Use Analysis Mode: More efficient for complex analysis than repeated Chat requests

Data Loading Delays

Symptoms:

  • Hero AI says "Loading account settings..." for extended periods

  • Campaign data appears incomplete

  • Metrics don't match Google Ads dashboard

Solutions:

  1. Check Google Ads data: Verify your campaigns have recent data in Google Ads

  2. Refresh account: Go to Settings to refresh your account connection

  3. Wait for sync: New campaigns may take up to 24 hours to appear in Hero AI

Data Sync Issues

Missing Campaign Data

Symptoms:

  • Hero AI reports "No campaigns found"

  • Recent campaigns don't appear in analysis

  • Performance data shows zeros or N/A

Solutions:

  1. Verify Google Ads status: Check if campaigns are active and have spend

  2. Check date ranges: Ensure you're querying dates when campaigns were active

  3. Confirm permissions: Verify account access in Google Ads

  4. Review account selection: Ensure you've selected the correct Google Ads account

Incomplete Performance Data

Symptoms:

  • Missing conversion data

  • Zero impressions/clicks for active campaigns

  • Metrics don't match Google Ads dashboard exactly

This is normal when:

  • Google Ads data is still processing (up to 3 hours delay)

  • Campaigns are very new (less than 24 hours old)

  • Date ranges include today's incomplete data

Solutions:

  1. Wait for data processing: Google Ads data can be delayed up to 3 hours

  2. Use yesterday's data: For most accurate reporting, exclude today from date ranges

  3. Check conversion tracking: Verify conversion actions are properly configured

Analysis & Recommendation Issues

Analysis Mode Problems

Symptoms:

  • Planning Agent creates incomplete analysis plans

  • Execution Agent skips steps or groups

  • Recommendation Agent provides generic suggestions

Solutions:

  1. Follow the structured flow: Complete Planning → Analysis → Recommendations in order

  2. Use "continue" prompts: Type "continue" to move between analysis groups

  3. Ask specific questions: Be specific about what you want to analyze

  4. Provide context: Mention recent changes, goals, or specific concerns

Recommendation Quality Issues

Symptoms:

  • Generic or obvious recommendations

  • Suggestions don't match your business goals

  • Missing context about your products

Solutions:

  1. Complete product setup: Ensure product information is configured in Settings

  2. Provide business context: Tell Hero AI about your goals, constraints, and priorities

  3. Use Analysis Mode: Analysis Mode provides more thorough, context-aware recommendations

  4. Ask follow-up questions: Request specific details about implementation or expected impact

Google Ads Integration Issues

For these issues, Hero AI works with Google's official systems. When you encounter these problems, the links below provide Google's most current troubleshooting information:

API Connectivity

Account Access & Permissions

Policy & Billing Issues

Common Google Ads Errors

Getting Additional Help

Before Contacting Support

  1. Check the Hero AI status: Look for any system-wide issues in the app

  2. Try in incognito mode: Rules out browser-specific issues

  3. Note the exact error message: Screenshot error messages for support

  4. Document steps to reproduce: Record what you were doing when the issue occurred

In Hero AI Chat

You can ask Hero AI directly about specific issues:

  • "Why am I seeing authentication errors?"

  • "Help me troubleshoot missing campaign data"

  • "Explain this error message: [paste error]"

Advanced Troubleshooting

For persistent issues:

  1. Check browser console: Press F12 → Console tab to see technical errors

  2. Network issues: Check the Network tab for failed requests

  3. Local storage: Clear Hero Marketer data from browser storage

Recovery Actions by Error Type

  • Authentication errors: Reconnect Google Ads account

  • Rate limit errors: Wait and retry automatically

  • Validation errors: Check your input and try again

  • Server errors: Refresh page or try again later

  • Network errors: Check internet connection

Hero AI is designed to handle most errors automatically. If issues persist, the problem may require manual intervention or indicate a temporary service disruption.

Related Articles
Connecting Your Google Ads Account
Campaign Management Navigation Guide
Dashboard Overview
Troubleshooting Dashboard Issues
Hero AI Overview
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