Troubleshooting

Something does not work as expected? Start here. Each section names what you see, the likely cause and what to do.

The Open ancoreMind button does not appear

• The sheet has no ancoreMind object. ancoreMind starts only when you open a sheet that contains its object. This also happens when you open another sheet directly, for example through a link or a bookmark. Go to the start sheet of the app first, or ask the app developer to add ancoreMind to the start sheet – or to the sheets people open directly.
• The extension is not installed or not allowed. In Qlik Cloud, check with your tenant admin that the extension is installed and the content security policy entries exist. In client-managed Qlik Sense, check that you have read access to the extension.
• The browser cannot reach ancoreMind. A proxy or firewall may block cdn.ancoresoft.com or ancorecloud.com. See Requirements.

The sign-in window does not open

The browser blocked the sign-in window. Allow pop-ups for this page, then choose Sign in.

Your browser blocks pop-ups for the Qlik Sense address. Allow pop-ups for this address – most browsers show an icon in the address bar for this – and select Sign in again.

The sign-in window was closed. Try again.

The window was closed before the sign-in was finished. Select Sign in again and complete the sign-in in the window.

Google needs a fresh account selection. Choose Sign in and select your account again.

Select Sign in again and choose your Google account in the window.

Too many requests. Wait before trying again.

You tried an account action (for example a verification code) too often in a short time. Wait a few minutes, then try again.

I have to sign in again and again

Your sign-in belongs to the browser tab. Opening the app in a new tab or 30 minutes without activity require a new sign-in; while you work, the session is renewed for up to 7 days. See Sign in.

This Qlik session is still using an earlier account runtime. Restart Qlik Sense Desktop and try again.

Qlik Sense Desktop still has an older version of ancoreMind loaded. Close Qlik Sense Desktop completely and start it again.

An answer breaks off or fails

The AI service is disturbed right now. Your message is saved; ask again in a few minutes.

The AI service is temporarily unavailable. Wait a few minutes and select Ask again.

The connection to the AI broke off. What Qlik already did stays done; continue from there.

Select Continue. ancoreMind picks up where it stopped.

Qlik was reloaded since this answer started, so it cannot continue. Ask again instead.

The app was reloaded or reopened while ancoreMind was working. Select Ask again.

The AI gave no answer this time. Your message is saved; ask again.

Select Ask again.

I can't process this message as written. Please rephrase it.

The AI service's content filter stopped the message. Say the same in other words.

✨ We're giving ancoreMind a quick polish – back in a moment.

A new version is being put in place. Wait a moment, then continue.

The answer uses the wrong field or measure. Tell ancoreMind which one you mean, for example By revenue I mean the master measure Net revenue. To make this stick, use Save as rule… on the message. See Rulebook.

A change cannot be made

• The object has moved or changed in the meantime. Ask again; ancoreMind reads the current state of the app first.

Files and attachments

The file is empty or exceeds the upload limit.

The file is empty or larger than 250 MB. See Limits.

This attachment exceeds the AI service size limit. Your message is saved. Send a smaller file or ask without the attachment.

Images the AI looks at may have at most 4 MB each. Send a smaller image or a screenshot of the relevant part.

Knowledge processing failed: no readable text was found

ancoreMind could not read text from the document. Check that the file is not protected or empty, then select Retry processing in the Library or upload a corrected version.

Library search is temporarily unavailable.

Try again in a few minutes. Your files are not affected.

Reports

Message	What to do
ancoreShare is not available in this app	Install ancoreShare in your Qlik environment. See Reports.
The installed ancoreShare is too old	Update ancoreShare to the current version.
The ancoreShare license refused it	Check your ancoreShare license with your administrator.
Save the app first	Save the app in Qlik, then generate the report again.
Keep this browser window visible	Leave the browser window in front and not minimized while the report is made.
Another report is being generated	Wait until it is finished.

Contact support

If an answer or a change in Qlik was wrong, select Report under that answer – the technical details are attached for you. See Report a problem with an answer. For anything else, use Help › Report an issue… – see Report an issue. Help › Service status shows whether the ancoreCloud services are running.

If a problem remains, open Help › About ancoreMind, select Copy diagnostics and send the result together with a short description of what you did to support@ancoresoft.com. See About.