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Troubleshooting the AtScale Add-In for Excel

The AtScale add-in for Microsoft Excel keeps daily logs in ExcelPluginSSO\Logs\ExcelPluginLog-YYYYMMDD.txt files, under your My Documents folder. Up to seven log files are kept at a time. These can be used to debug issues, and can be shared with AtScale Support.

The default log level is Information, which is recommended for production use. If needed, this can be changed by modifying the following line in Program Files\AtScale Excel Add-in\atscalePlugin.config:

<add key="logLevel" value="Information"/>

Below are a few common issues you may encounter when using the add-in, with instructions for resolving them.

The add-in does not appear in the Excel ribbon​

Ensure Excel has not disabled the add-in:

  1. In Excel, go to File > Options > Add-ins.
  2. In the Manage select field, select Disabled add-ins, then click Go.
  3. Select the LoginToAtScale add-in and click Enable.
  4. Close and re-open Excel and see if the add-in appears.

The browser opens but the login screen doesn’t load or shows an error​

Possible solutions:

  • Ensure you used the correct AtScale server URL when you created the connection.
  • Ensure cookies are enabled in your browser.
  • Ensure the AtScale server is accessible from your machine.

After signing in, a "No connections found with the specified host name" error appears​

Ensure you have at least one connection to the AtScale instance configured in Excel.

After signing in, a "Connection Test Failed For Updating the Host" error appears​

Possible solutions:

  • Ensure your IdP is configured correctly based on the steps above, and that the Store Tokens option is enabled in the IdP settings. This issue is usually associated with 400 Bad Request errors reported in the log files.
  • Ensure the atscale-excel-plugin client is configured correctly and has the offline_access scope.
  • Ensure the user has the offline_access and query_user roles assigned in the Identity Broker, as well as runtime permissions to interact with the catalogs. This is usually associated with 401 Unauthorized errors reported in the log files.
  • Ensure there are connections to the AtScale servers configured in the Excel workbook. If there are, the add-in prompts for login when the workbook opens. If there aren’t, it doesn't prompt for login, indicating a URL may be misconfigured.

After signing in, trying to interact with the connection produces an error: "The query did not run, or the database table could not be opened" or "Excel cannot find OLAP cube"​

Ensure the user has the correct runtime permissions to interact with the catalogs.