Troubleshooting Common Issues
This guide addresses common issues you might encounter while using Rheos and how to resolve them quickly.
Account & Onboarding Issues
"Please enter your name" or "Please enter your company name" Cause: Required fields are empty during onboarding Solution: Fill in both name and company name fields before clicking Continue
Can't finish onboarding Cause: Missing required information or connection issues Solution: Ensure all Step 1 fields are complete, accept terms in Step 2, then proceed. You can skip social connections and add them later.
Brand analysis stays "Starting AI analysis…" indefinitely Cause: Website analysis taking longer than expected or failed Solution: Analysis usually completes within minutes to an hour. If stuck for multiple hours, refresh the page or contact support. Your account is still usable while analysis runs.
Social Media Connection Issues
"Connect a social account first" when trying to schedule Cause: No social accounts connected Solution: Go to Settings > Integrations and connect Instagram (submit handle) and/or LinkedIn (OAuth) before scheduling posts
Instagram handle stuck on "Submitted" Cause: Awaiting manual approval from Rheos team Solution: Wait 1-2 business days for approval. Contact support if it exceeds this timeframe. You can create and save post drafts while waiting.
LinkedIn popup doesn't appear Cause: Browser popup blocker is active Solution: Allow popups for Rheos in your browser settings, then try clicking Connect again
LinkedIn connection shows "Disconnected" or error Cause: OAuth authorization expired Solution: Go to Settings > Integrations and click Connect again to reauthorize LinkedIn
LinkedIn connections may need periodic reauthorization. If scheduled posts start failing, check connection status first.
AI Generation Issues
"Please enter a prompt and select a platform" Cause: Missing required generation fields Solution: Enter text in the prompt field and select Instagram or LinkedIn before clicking Continue/Generate
Generation takes very long or times out Cause: Complex prompt, server load, or connection issues Solution: Simplify your prompt, check internet connection, and try again. Generations typically complete in 10-30 seconds.
Generated images don't match my brand Cause: Incomplete Identity profile or missing brand context Solution: Complete your Identity section, upload brand assets to Library, and use context assets in generation sessions
Out of credits Cause: Monthly credit allowance exhausted Solution: Wait for credits to refresh at next billing cycle, purchase additional credits, or upgrade your plan in Settings > Billing
Can't find my generated images Cause: Looking in Library instead of Studio sessions Solution: Generated images are in Studio > Recent Sessions or Studio > Liked Generations until you save them to Library. Check these locations first.
Generations are temporary. Always save important images to Library to make them permanent.
Library & Asset Issues
Upload fails or hangs Cause: Large file size, unsupported format, or connection interrupted Solution: Check file size (compress if needed), verify file format is supported (JPEG, PNG, MP4, etc.), ensure stable internet connection, and try again
Can't find an asset I uploaded Cause: Asset is in a folder or filtered out of view Solution: Clear all filters, search by filename, check folders and subfolders, or look in the project filter you may have applied
Drag-drop doesn't work Cause: Browser issue or wrong target area Solution: Ensure you see "Drop files to upload" message when dragging over the Library. Try using the + button > Upload Files instead.
Asset processing stuck Cause: Large files or server processing delay Solution: Wait a few minutes for processing to complete. Videos take longer than images. Refresh the page if stuck for over 10 minutes.
Post Creation & Scheduling Issues
"Failed to schedule post" Cause: Disconnected social accounts, invalid scheduling time, or missing required fields Solution: Verify social connections in Settings > Integrations, ensure scheduled time is in the future, check that post has media and caption, and try again
Can't drag post to calendar Cause: Post missing required fields or calendar not in right view Solution: Complete all post fields (media, caption, platform) before dragging. Ensure you're in Calendar view, not All Posts list.
Post shows "Failed" status after scheduling Cause: Platform API error, invalid content, or permission issues Solution: Check error message for details, verify social account permissions, ensure content meets platform requirements (image size, video length, caption length), and try rescheduling
Scheduled post didn't publish Cause: Social connection expired, post was edited/unscheduled, or platform error Solution: Check post status in All Posts list, verify social connections are still active, check for error messages, and republish if needed
Always verify social account connections before scheduling multiple posts. Reconnect if needed to avoid failed publications.
Navigation & Interface Issues
Can't find Settings Cause: Settings not in main sidebar Solution: Look for profile menu, account icon, or navigate directly via URL. Settings may be accessed from your profile dropdown rather than sidebar.
Mobile navigation is different Cause: Mobile uses bottom navigation with subset of features Solution: On mobile, use bottom bar for Dashboard/Identity/Library/Studio and center + button for Create. Access other features via menu.
Page won't load or is blank Cause: Connection issue, browser cache, or script error Solution: Refresh the page, clear browser cache, try incognito mode, or switch browsers. Check internet connection.
Project & Organization Issues
Can't create a project Cause: Missing required field (Project Name) Solution: Enter at least a Project Name before clicking Launch. Other fields are optional.
Asset won't add to project Cause: Permission issue or interface error Solution: Try from Library context menu: right-click asset > Add to Project. Or select asset, use toolbar "Add to Project" action.
Project doesn't appear in filters Cause: Project is archived or recently created Solution: Check archived projects filter, or refresh the page if project was just created
Performance Issues
Slow loading or lag Cause: Large Library, slow connection, or browser performance Solution: Use filters to narrow view, ensure good internet connection, close unnecessary browser tabs, try a different browser
Browser crashes or freezes Cause: Memory issues, too many assets loading, or browser problem Solution: Reload the page, use pagination or filters to reduce loaded content, update browser to latest version, increase browser memory limit if possible
Getting Additional Help
If you've tried these solutions and still have issues:
Check this help center for feature-specific guides
Look for help icons in the interface for contextual tips
Contact support via the help menu or support email
Provide:
Exact error message (screenshot if possible)
Steps to reproduce the issue
Browser and device you're using
When the issue started
Before contacting support, try the issue in incognito/private mode. This often reveals if browser extensions or cache are causing problems.
Known Limitations
Instagram connection requires manual approval (1-2 business days)
AI-generated text in images may not be accurate—add text in post editor
One Instagram handle and one LinkedIn profile per organization currently
LinkedIn OAuth may need periodic reauthorization
Very large files (>100MB) may time out during upload
Next Steps
Explore detailed guides for each feature in this help center
Join the community or feedback forum for tips and updates
Check the roadmap for upcoming feature improvements