# FAQ ## **Common Issues and Solutions** --- ### **1. System Timeout** **Issue:** The system has timed out and is not responding. **Solution:** * **Reload:** Click on the Information Button and select "**Reload**" to refresh the system. ### **2. Installation Problems** **Issue**: Unable to install the FINNEX AI add-in from Microsoft AppSource. **Solution**: * **Check Compatibility**: Ensure your Excel version meets the minimum system requirements. * **Internet Connection**: Verify that you have a stable internet connection. * **Admin Rights**: Ensure you have the necessary administrative permissions to install add-ins. * **Clear Cache**: Clear your browser cache and try the installation again. ### **3. Login Issues** **Issue**: Unable to log in to FINNEX AI. **Solution**: * **Verify Credentials**: Ensure you are entering the correct email and password. * **Firewall Settings**: Check if your firewall or antivirus software is blocking the login process. * **Reload**: Click on Information Button and select Reload. * **Clear Web Cache and Reload**: Click on Information Button and select Clear Web Cache, then click on Reload. ### **4. Add-in Not Responding** **Issue**: The FINNEX AI add-in is not responding or is slow. **Solution**: * **Restart Excel**: Close and reopen Microsoft Excel. * **Update Excel**: Ensure you have the latest version of Microsoft Excel. * **Reload**: Click on Information Button and select Reload. * **Clear Web Cache and Reload**: Click on Information Button and select Clear Web Cache, then click on Reload. * **Restart FINNEX AI Assistant**: Close and reopen FINNEX Add-in * **System Resources**: Ensure your system meets the required specifications and has sufficient resources. ### **5. Data Import/Export Issues** **Issue**: Problems with Database importing or exporting data. **Solution**: * **File Format**: Ensure the file format is supported (e.g., CSV and Excel .xlsx for imports). * **Data Validation**: Verify that the data is correctly formatted and does not contain errors. * **Permissions**: Ensure you have the necessary permissions to access and modify the data source. * **Database limit**: Ensure your upload is under the limits of your current license type. ### **6. Script Execution Errors** **Issue**: Errors occurring when running scripts. **Solution**: * **Script Syntax**: Verify that the script syntax is correct. * **Dependencies**: Ensure all required dependencies and libraries are installed and accessible. * **Permissions**: Check if you have the necessary permissions to execute the script. * **Logs**: Review error logs for specific details and troubleshoot accordingly. --- ## Reload and Clear Cache 1. For **Mac Users**, click on Information button: ![](https://outline-production-attachments.s3-accelerate.amazonaws.com/uploads/9acaed2b-b1e9-437d-80a2-772294458aff/b088eaca-3067-41fc-8147-be5de95972ae/image.png?X-Amz-Algorithm=AWS4-HMAC-SHA256&X-Amz-Content-Sha256=UNSIGNED-PAYLOAD&X-Amz-Credential=AKIA4EOUDTOVUICLPZ4P%2F20260918%2Fus-east-1%2Fs3%2Faws4_request&X-Amz-Date=20260918T053000Z&X-Amz-Expires=86400&X-Amz-Signature=7086f94b58d2d43519176754109d195b9e4370aa3b963061b245f61c8741c556&X-Amz-SignedHeaders=host&x-amz-checksum-mode=ENABLED&x-id=GetObject " =28x27") 1. Select ‘**Clear Web Cache**’. 2. Select ‘**Reload**’ to reload the page. 2. For **Windows Users**, click on Information button: ![](https://outline-production-attachments.s3-accelerate.amazonaws.com/uploads/9acaed2b-b1e9-437d-80a2-772294458aff/ed7d8d9a-5d25-48c5-8ff1-2d546cf65371/image.png?X-Amz-Algorithm=AWS4-HMAC-SHA256&X-Amz-Content-Sha256=UNSIGNED-PAYLOAD&X-Amz-Credential=AKIA4EOUDTOVUICLPZ4P%2F20260918%2Fus-east-1%2Fs3%2Faws4_request&X-Amz-Date=20260918T053000Z&X-Amz-Expires=86400&X-Amz-Signature=47c91b9936c527078d04bcf13a904867eb7a0d77729c2a1fbe1c0c75f2df22bd&X-Amz-SignedHeaders=host&x-amz-checksum-mode=ENABLED&x-id=GetObject " =18x46") Select ‘**Reload**’ to reload the page. To **Clear Cache**: a. Click on **File** → **Options** b. Select **Trust Centre** → **Trust Centre Settings** c. Click on **Trusted Add-in Catalogs** → Check **‘Next time Office starts, clear all previously-started web add-in cache’** d. Click **OK** and **Restart Excel** --- ## **Contact Methods**: If the troubleshooting steps above do not resolve your issue, please contact FINNEX AI support for further assistance. * **Email**: support@finnex.ai --- ## **Reporting Bugs** To help us improve, if you encounter a bug or unexpected behaviour, please report it to our support team with the following information: * **Description**: A detailed description of the issue. * **Steps to Reproduce**: Steps to reproduce the issue. * **Screenshots/Logs**: Any relevant screenshots or error logs. * **System Information**: Information about your system, including OS, Excel version, and browser version. Please email us at: **support@finnex.ai** As a token of appreciation, verified bug reports will be rewarded with **1,000 Finnex credits**. Your efforts in reporting bugs contribute greatly to enhancing our product. Thank you for your help! --- **Documents** - [Introduction](https://finnex.getoutline.com/s/03f128b2-527f-4e60-a720-a2bfaffd2e0e/doc/introduction-PQaACX6iYa) - [System Requirements](https://finnex.getoutline.com/s/03f128b2-527f-4e60-a720-a2bfaffd2e0e/doc/system-requirements-KS1GqN2jFp) - [Install](https://finnex.getoutline.com/s/03f128b2-527f-4e60-a720-a2bfaffd2e0e/doc/install-DZ8TSCgckG) - [Account Management](https://finnex.getoutline.com/s/03f128b2-527f-4e60-a720-a2bfaffd2e0e/doc/account-management-s9EkSLP5CP) - [Interfaces](https://finnex.getoutline.com/s/03f128b2-527f-4e60-a720-a2bfaffd2e0e/doc/interfaces-m7JG3TEEQp) - [Xero Connector](https://finnex.getoutline.com/s/03f128b2-527f-4e60-a720-a2bfaffd2e0e/doc/xero-connector-3uuwmTfIiA) - [Billing, Credits, and Usage](https://finnex.getoutline.com/s/03f128b2-527f-4e60-a720-a2bfaffd2e0e/doc/billing-credits-and-usage-SFxYPhf3zh) - [Best Practices](https://finnex.getoutline.com/s/03f128b2-527f-4e60-a720-a2bfaffd2e0e/doc/best-practices-X3n0aDALzL) - [User Plans](https://finnex.getoutline.com/s/03f128b2-527f-4e60-a720-a2bfaffd2e0e/doc/user-plans-B4MQMON008) - [Uninstall](https://finnex.getoutline.com/s/03f128b2-527f-4e60-a720-a2bfaffd2e0e/doc/uninstall-u60vOWdD8i) - [FAQ](https://finnex.getoutline.com/s/03f128b2-527f-4e60-a720-a2bfaffd2e0e/doc/faq-lFQaN9O00Z) - [Trial Sample for Finnex AI Assistant](https://finnex.getoutline.com/s/03f128b2-527f-4e60-a720-a2bfaffd2e0e/doc/trial-sample-for-finnex-ai-assistant-LJc4Kq7jEM)