Add-on is Not Responsive and / or Returning Errors

When encountering add-on issues related to unresponsiveness or if you're being presented with an error, below are troubleshooting steps to potentially get this resolved. 

Examples of errors:

Error loading

Blank loading

Unresponsive add-in

Not setup properly

Reload the Add-on

1. Hover your mouse over the Cube sidebar
2. Right-click, select “Reload”

Log Out and Log back in

1. Top top left corner of the add-on, click on the three horizontal lines
2. Click on 'Log Out'
   
   You will now be successfully logged out from the add-on and the login page will appear
   
   
3. Click on the 'Log In' button
4. Input your credentials and click 'Log In'

Clear the Cache

Microsoft Excel

1. From your Excel ribbon, click on 'Data'
2. Click 'Get Data' > 'Query Option'
3. Select the 'Data Load' option
4. Click on the 'Clear Cache' button under “Data Cache Management Options” 
5. Click on the 'Ok' button

Google Sheets

1. From the top URL bar, on the left, click the padlock icon
2. Select 'Site Settings'
3. Select 'Security and Privacy”
4. Click on the 'Clear Data' button
5. Click on the 'Clear' button

Uninstall and Reinstall

For Microsoft Excel

1. 1. From your Excel ribbon, click on 'Insert'

   2. Click on 'Add Ins'

   3. Click on 'My Add-Ins'

   4. Hover your mouse over the Cube add-on

   5. Click the three-dot menu that appears in the upper right

   6. Select “Remove”.
      
      You've successfully uninstalled the Cube add-on and can begin to reinstall it
      
      

   7. Click in the 'Store' field

   8. Type 'Cube Planning' into the field

   9. Click on the 'Add' button next to our Cube add-on

   10. Click on the 'Continue' button to approve installation
       
       You've successfully installed the Cube add-on

Google Sheets

1. From the top toolbar, select “Extensions”
2. Select 'Add-ons' > 'Manage Add-ons'
3. Click the three-dot menu that appears in the upper right corner of the Cube option
4. Click 'Uninstall'
   
   You've successfully uninstalled the Cube add-on and can begin to reinstall it
   
   
5. Click in the 'Search apps' field
6. Type 'Cube Planning' into the field
7. Click on the Cube add-on
8. Click on the 'Install' button
9. Click on the 'Continue' button to approve installation
   
   You've successfully installed the Cube add-on

Supported Version(s) of Excel:

We support the Retail versions of Excel 2016 and beyond as well as Office 365.  

Note: The Volume-licensed versions of Excel 2016 and 2019 use Internet Explorer 11 which has been declared "end of life" by Microsoft.  You may still be able to operate Cube from that browser, but we can't support issues that may arise from Internet Explorer 11 related shortcomings. 

Still having issues?

If you’re still encountering problems after trying the steps above, log a ticket with the Customer Support team here or send an email to: support@cubesoftware.com.