90.1 Troubleshooting Guide
Common problems, grouped by situation, with where to read more. When you contact Acinta support, include the version number (About) and the log file – see 19.5 Change Log and Other Tools.
Logging In
| Symptom |
Check |
| Login or password is incorrect |
User name and password; whether the user is Active – see 32.1 Users |
| Datashop logs in as the wrong user without asking |
Datashop logs in by Windows name. Hold Shift at start – see 32.2 |
| The project list in the login dialog is empty |
No project is registered on this computer. Click + Register project, or see 30.2 |
| Wrong application version or OLDER VERSION |
Program and project versions differ. Only the user administrator can upgrade the project – see 30.3 Updating Acinta |
| The project … has been upgraded to version … while working |
Someone upgraded the project; your program can no longer save. Close it and install the new version – see 30.3 |
Workbooks and Data
| Symptom |
Check |
| A visual shows no data |
Filters in the Filter Panel and on the visual; View errors – see 6.5 |
| The same value on every row |
The metric isn't related to the dimension in the rows – see 10.2 and 23.2 |
| A total doesn't match the rows |
Consolidations, calculated members or percentages – see 15.3 |
| Percentages look 100 times too small |
The value is a fraction – see 11.3 Number and Date Formats |
| Some values are missing |
Filter Panel, user filter, or values outside a consolidation's members |
| A workbook is slow |
View statistics and Job Monitor – see 19.2 and 27.1 |
| Data isn't current |
Clear cache and refresh (Ctrl+F5); materialized views refresh on a schedule – drill through on a number to see when each view was last refreshed and whether a refresh failed, and use Current data – see 27.2 |
Designing
| Symptom |
Check |
| Ribbon commands are greyed out |
Design mode, and the right part selected – see 11.2 |
| A formatting command does nothing |
The selection spans several parts of a table – select one part |
| A click doesn't run the action |
Normal view, and the action is on the clicked dimension – see 13.2 |
| Can't save a workbook |
Datashop Workbook can't save design changes; check the folder – see 17.5 |
Distributions and E-mail
| Symptom |
Check |
| Nothing is sent |
Distribution phase and schedule; Acinta Server running and restarted – see 18.8 and 33.1 |
| No status report, or some recipients missing |
The status report's EMAILS section and the Send status report setting – see 18.8 |
| A report fails with the cause Timeout |
Time limit for loading report data (minutes) – see 26.2 |
| Mail server errors |
Mail settings – see 34.1 Email Delivery |
| No AI commentary |
The status report's AI COMMENTARY section, the customer key and data policy – see 18.6 |
| An AI commentary box in a workbook stays empty |
The text in the box tells why: customer key, data policy or your consent – see Common Issues – AI Commentary Boxes in 8.6 |
Modeller
| Symptom |
Check |
| Unable to connect to a data source |
Connection and credentials – see 21.2 |
| Rename or delete table when opening |
The source database changed – see 21.3 |
| The dimensional model is unfinished or contains errors |
Validate – see 26.1 |
| Changes don't reach Datashop users |
Save in Modeller; users reopen the project or use Load changes – see 20.4 |