Hi, mCommunity! 

A huge thank you for your continuous engagement—whether it’s through mCommunity, with your account team, or via our ticketing system. Your questions help us all grow!

We’ve noticed that many of you are asking similar questions, so we’ve put together a roundup of the most frequently asked questions from Q3, complete with solutions and helpful resources.

1. Articles or Clips Not Captured or Missing

Customers have experienced challenges where articles or clips are not being captured, visible, or missing from their feeds.

How to Resolve:

• Refine Your Search: Articles or clips may not be populating because the keywords in your search do not appear in them. Watch this video to learn how to Expand Results.
• Locating Missing Articles: To learn why articles or clips aren’t showing and how to add them, read Locating a Missing Article.

2. Unable to Access Account or Dashboard

Customers have reported difficulties accessing their accounts or dashboards, preventing them from managing their Meltwater services effectively.

How to Resolve:

• Check Credentials: Verify that you are using the correct username and password and have the appropriate access to Analyze. Learn more about Managing Users and Setting User Permissions.
• Password Recovery: In the case you cannot access your Meltwater account at all, you can select Forgot Password. You can also change your password completely for additional security measures. Learn more about Logging Into Meltwater.

3. Data Discrepancies in Reports

Customers have noticed inconsistencies or inaccuracies in the data presented within their reports.

How to Resolve:

• Filters: If comparing multiple searches in a report, it is best to have the same filters on both searches for clear, comparable data. Learn more about Using Filters in Your Search.
• Social Connections: In accordance with each specific social channel, users have to reconnect their social accounts every so often. Should an account disconnect and go unnoticed or not reconnected, there will be data that does not pull in due to the disconnection. To avoid inaccuracies in data, always ensure your accounts are connected. Learn more about Connecting and Reconnecting your Owned Social Connections.
• Date Range: Explore searches automatically pull the last seven days of data. To ensure your search and report are the same, adjust date ranges to match.

4. Search Functionality Not Working

The search bar may not function correctly, returning no results or inaccurate search outcomes. Additionally, downloading CSV searches may be affected.

How to Resolve:

• Reset Your Computer: Clearing cache and cookies and restarting your computer will help your device run better and ultimately fix blockages in your browser.
• AI Search Assistant: If resetting your computer does not work or you believe your search query has an error, copy and paste your search string into the AI Search Assistant and ask it to repair your search. Learn more about the AI Search Assistant. 
• Alternative Methods: In the meantime, alternative search methods are available to help you find the information you need. Learn more about Search Options.

5. Newsletters Not Sent or Received

Some customers have experienced issues with newsletters not being sent or received, impacting their ability to stay informed.

How to Resolve:

• Connect with IT: For security reasons, organizations frequently create lists that block external emails from being delivered to your inbox (Meltwater Newsletters being one of them). We have several email deliverability workarounds that your IT team can help you with. Learn more about Email Deliverability. 

6. Notifications Not Delivered

Customers may not be receiving important notifications and alerts, excluding Slack alerts, which can hinder timely updates.

How to Resolve:

• Connect with IT: Similar to newsletters not being sent or received, your organization may also block alerts and notifications coming from the Meltwater product. Connect with your IT team to ensure Meltwater emails and notifications can be delivered. Learn more about Email Deliverability. 

7. Broadcast Video Not Available

Issues have been reported where broadcast or interview videos cannot be viewed, are unavailable, too short, or generate error messages.

How to Resolve:

• Upgrading to Broadcast Archive: If your broadcast clip cannot be viewed, it is likely expired. Broadcast clips live in Meltwater for 30 days. After that, you can no longer watch them. Broadcast Archive gives you permanent video and audio links for videos up to 10 minutes long. Learn more about Broadcast Archive.

8. Missing or Not Captured Stories (Owned Social Channels) 

Customers have noted that certain stories are missing or were not captured, affecting the comprehensiveness of their content feeds.

How to Resolve:

• Owned Social Connections: Ensure your social media handles are connected in the Owned Connections. If your owned account has disconnected, there will be a break in data collected in Meltwater. Learn more about Connecting and Reconnecting your Owned Social Connections.

Your experience with Meltwater is our top priority. If you encounter any of these issues or need further assistance, please comment below or reach out to our support team through the chat bot in the below corner or contact your dedicated account manager.