# FAQ

## **Common Issues and Solutions**


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### **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.


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## 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%2F20261006%2Fus-east-1%2Fs3%2Faws4_request&X-Amz-Date=20261006T120000Z&X-Amz-Expires=86400&X-Amz-Signature=ee5c2b678f19ce715824ad3713536ba87a6c8c8a263f4d561b9ea29cd6f312b5&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%2F20261006%2Fus-east-1%2Fs3%2Faws4_request&X-Amz-Date=20261006T120000Z&X-Amz-Expires=86400&X-Amz-Signature=e24b9624882d611cdce4a16eea2f8f9ad892461a26266e398737dec11dda9d69&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**


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## **Contact Methods**:

If the troubleshooting steps above do not resolve your issue, please contact FINNEX AI support for further assistance.

* **Email**: support@finnex.ai


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## **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!