Troubleshooting

Most Calc problems fall into a few buckets. Here is what the common messages mean and how to clear them.

I cannot sign in#

• "Incorrect email or password" - the credentials did not match. Check for typos and caps lock.
• Account not active / email not verified - your account is not enabled yet. Verify your email, or ask your administrator to activate the account.
• Subscription inactive - your company's plan is not valid for Calc right now. Your administrator can sort this out.
• Already signed in on another account - Calc allows one active session at a time. If you are signed in elsewhere, sign out there (or use Log out) and try again. If you are not signed in anywhere, see I am told I am already signed in, but I am not below. See also seats and sessions.

I am told I am already signed in, but I am not#

Calc allows one active session per user, and that session lives on our servers - not on your PC - so it is only cleared when Calc closes cleanly. If Excel is force-closed, ended in Task Manager, or crashes, the session can stay open, and your next sign-in is blocked as though you were still active.

These do not clear it:

• Closing your spreadsheets, or ending Excel in Task Manager - the force-close is what causes it.
• Signing out of GIMLabs in your browser - that is a separate sign-in.

To get back in:

• Use the Log out button on the Calc tab when you finish - that ends the session properly and avoids this entirely.
• If you are already stuck, a Super Admin can clear it from Product OS - Sessions by ending your open Calc session; you can then sign straight back in. Or contact GIMLabs support and we will clear it for you.

I was signed out unexpectedly#

If Calc signs you out with a notice that your session was ended, an administrator ended your session remotely - usually to free a seat. Excel stays open; sign in again when a seat is available.

I am asked (or forced) to update#

When you sign in, Calc checks its version:

• An optional update can be dismissed - carry on and update later.
• A required update blocks sign-in until you install the new version. Use the link in the notice to download it.

See version updates.

The button I need is missing#

The Calc ribbon is context-aware. A missing button is almost always one of:

• Wrong mode - Collect only shows in Use mode; the build and save tools only show in Design mode.
• Permission - creating, editing or deleting templates each need a role that allows it.
• Plan - template authoring is unavailable on the Go tier.

See the ribbon and modes and permissions.

Collect did nothing or errored#

• No tables - the template has no tables to collect. Add at least one in Tables.
• Filtered everything out - your filter values matched no rows. Try Collect without filters to confirm there is data, then narrow down.
• No connection - collecting pulls live data, so it needs internet access.

I cannot save a template#

• Saving needs an internet connection.
• Editing is gated by your role and is unavailable on the Go tier.
• A workbook with macros must be .xlsm; Calc upgrades the format on save. See Saving templates.

Still stuck?#

Note the exact message and what you were doing, and contact GIMLabs support or your company administrator.