Troubleshooting
The usual suspects when telemetry isn't flowing or a query comes back empty — and how to fix them.
Authentication
401 or “unauthorized” when sending or querying
Ingestion and machine queries authenticate with the X-API-Key header and a packdb_… key. A browser session token (Authorization: Bearer …) is notaccepted here — it's for the dashboard, not collectors. Mint a machine key from API keys.
It worked, then started returning 401
The key was rotated or revoked. Keys don't expire on their own, but deleting one takes effect immediately. Issue a new key and update your collector or datasource config.
Do I need a tenant or org header?
No. Your workspace scope is carried by the key itself — don't add a tenant/org header, it isn't parsed.
No data showing up
I sent data but the dashboard is empty
Work down the path: (1) the request returned 2xx — a 4xx means auth or payload, not an empty workspace; (2) you're pointed at the environment ingest URL shown in the Connect panel and using a key from the same workspace; (3) the time range covers when you sent it.
Timestamps rejected or data not visible by time
Samples must fall inside the ingest time window — points far in the past or future are dropped. If you set timestamps yourself, use a current value (the quickstart's curl example uses “now”).
My service name looks wrong in queries
OpenTelemetry's service.name resource attribute becomes the PromQL label service_name — dots become underscores. Query {service_name="…"}, not {service.name="…"}.
Queries
Query runs but returns nothing
Usually a label or time-range mismatch rather than missing data. Widen the time range, drop label matchers until rows appear, then add them back — and remember service.name → service_name.
“Invalid query” / the query is rejected
A syntax error in PromQL or LogQL. The error panel echoes the failing query and a reason — fix the expression and re-run. An unterminated selector like up( is the classic culprit.
Usage and limits
Ingest is being rejected or capped
You may have reached your plan's included volume. Check usage in your workspace, then either reduce what you send or, on Pro, raise your overage allowance. See pricing for included volumes and overage.
Still stuck? Email us with the request you sent and the response you got back.