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:

   

   1. Select ‘Clear Web Cache’.

   2. Select ‘Reload’ to reload the page.

2. For Windows Users, click on Information button:

   

   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

Your efforts in reporting bugs contribute greatly to enhancing our product. Thank you for your help!