Troubleshoot: My DM Queue is "Stuck"

Sometimes your Bulk Messaging Queue may get "stuck". These tips can help you "jumpstart" your queue.

Table of Contents

• Introduction
• Troubleshooting
• Why This Process is Important

Introduction

Purpose

Sometimes your DM Queue may appear to be "stuck". There are a few things you can do to help jumpstart it. Some important things to remember are:

1. Your computer must remain on and "awake" for the queue to send messages
2. You must be logged into both the Web App and the Chrome extension
3. You must be on a Pro account

Troubleshooting

Here are some steps you can take:

1. Check for conflicting extensions: if you have other extensions running that may conflict with GroupTrack, please disable those
2. Facebook language: make sure your Facebook language is set to "English"
3. Check to make sure you have messages in your queue
   1. In the Web App, click on Conversations on the left menu
   2. Click on Queued Messages to view any messages you have in the queue
4. Refresh your queue settings and processor
   1. Click on the gear icon next to your Facebook (or Instagram) queue
   2. Toggle the switch to pause/turn off your queue
   3. Close the processor window (this is a secondary window that opens up in the background)
   4. Do a hard refresh on the Web App
      1. Ctrl + Shift + R on a PC
      2. Command + Shift + R on a Mac
   5. Toggle the switch to start/turn on your queue
   6. Check to make sure the Queue processor window for Facebook (or Instagram) opens in the background
   7. You can also click to open that processor window and do a hard refresh there as well
   8. If messages don't start sending soon, click the refresh icon on the queue processor window next to the next send time

Why Is This Important

The queue processor may pause for several reasons. GroupTrack as well as Facebook/Instagram all occasionally need a refresh. Trying the steps above can help make sure that all systems/websites are up to date. If you try these steps and find that messages are still not sending, please email [email protected] with a Loom video (loom.com) so they can investigate further.