Overview
Some Search Atlas users experience account-wide sync issues where changes made by one admin are not visible to others, or where Golden Loops fail to save correctly. This article explains what to do if you encounter these problems.
Step 1 — Confirm Your Workspace Access
Before troubleshooting sync, verify that all team members are in the same workspace and have the correct roles assigned. Check your workspace settings to confirm that any admins who should share access are listed with the appropriate permissions. If a team member is missing, invite them and ask them to accept the invitation before testing sync again.
Step 2 — Refresh and Re-authenticate
Sync issues are sometimes caused by a stale browser session. Try the following before escalating:
- Save any unsaved work.
- Log out of your Search Atlas account completely.
- Clear your browser cache and cookies, or try an incognito/private window.
- Log back in and navigate to the affected area.
- Ask the other admin to do the same on their device, then check whether changes are now visible to each other.
Step 3 — Check Golden Loop Settings
If a specific Golden Loop is not saving or is behaving unexpectedly, navigate to the Golden Loops section of your account. Open the Golden Loop that is not saving correctly, re-select any required settings such as the associated Project, and save again. If the issue persists after saving a second time, note the exact details of what is not persisting so you can share them when escalating.
When to Escalate
If the steps above do not resolve your sync issue or your Golden Loop continues to fail to save, please have the following information ready before contacting support:
- Your workspace or project name
- The exact behavior you are seeing (e.g., which settings are not saving, which admin accounts are affected)
- Any error messages displayed on screen
- The approximate time the issue first occurred
If you need further assistance, open the chat widget in the bottom-right corner of the platform and type human teammate to be connected with a member of our team.