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Astrato Support - Troubleshooting & Support

Troubleshoot errors in Astrato, identify issues upstream from the cloud data warehouse and identity providers.

Piers Batchelor avatar
Written by Piers Batchelor
Updated over a week ago

This article outlines how to use your web browser's console to provide more information to Astrato Support to quickly troubleshoot errors. If the error has cleared away, you can try reloading the page, as the error may generate again when the page loads.

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Solving "This item is unavailable at the moment"

The error below occurs when access is not availabl to a workbook or the underlying data. To resolve this issue

โœ… To resolve this issue, check access to the data view and to the data connection.

To update access to the data view, open the data view editor and click on the groups icon on the bottom left as shown below.

To update access to the data connection, select a connection and click on the members icon on the as shown below.


Solving "Oops" errors on charts and "Unauthorizied access" errors

What do these errors mean?

Astrato sends an error alert to users when it receives an unexpected response from your cloud data warehouse (Oops error), or if there is an issue with permissions in relation to your data or SSO (Unauthorizied access).

โ„น๏ธ Because Astrato receives these errors from a third-party, the error is typically solved upstream in the clud data warehouse or with your identity provider.

Looking at the full error in the network tab in dev tools can provide more detail to your administrators about the issue, usually it is an error that can be resolved by your administrators.

๐Ÿ’ก If you are not able to self-resolve the error please follow the steps outlines belore and provide a screenshot (and full text of error) to Astrato support.

Google Chrome

This error is usually caused by a failed query/error returned from your database. If no errors are found in the browser console [F12/Dev tools], click on the network tab and provide a screenshot to Astrato support as shown below.Please see instructions below

debug astrato oops something went wrong

On the window where you're experiencing the error, open the console by:

  1. Navigating to: View > Developer > JavaScript Console or More Tools > JavaScript Console or using the keyboard shortcuts: Ctrl + Shift + J.

  2. The console displays the error type, the location of the error, and the line number.

Figure 1: Viewing error messages in Google Chrome's Javascript console

Mozilla Firefox

On the window where you're experiencing the error, open the console by:

  1. Navigating to: Web Developer > Browser Console, or from the menu on Mac, click Tools > Browser Tools > Web Developer Tools.

  2. The developer console displays. Click the tab > Console.

  3. The console displays the error type, the location of the error, and the line number.

Figure 2: Viewing error messages in Mozilla Firefox's Web Developer Tools console


Supported Browsers

Here's a summary of the browser support available for Astrato. To make sure you have the best experience possible when using the site, we advise using one of our officially supported browsers (Chrome or Firefox).

  • Google Chrome: Latest version.

  • Mozilla Firefox: Latest version.

  • Microsoft Edge: Latest version expected to work, but not officially supported.

  • Opera: Latest version expected to work but not officially supported.

  • Internet Explorer: Not supported.

  • Safari: Not supported.


Data connection issues

Google Sheets

If you get an error about connecting to Google Sheets (Figure 1), please check the sheet name or URL/ID, and try to connect again.

Figure 1: Google Sheets Connect Error

Snowflake

If you click Connect and get an error about connecting to the database default Role, please check the database settings, and select another Role from the dropdown.


Frequently Asked Questions

Common product questions in Astrato

Sorting by a measure

  1. In the properties panel for a chart/table, go to the sorting section

  2. Click on the + sign to sort by measure

% Show percentage share in charts

There are just two steps to show percentage share in charts
โ€‹

  1. Add a measure

    1. Ensure you divide by the total (see checked box)
      โ€‹

  2. Add measure to the chart, set the number format to percentage

Actions not working as designed / "Object not found" when using actions

In some cases, the timing of actions may be dependent on the state of an object. This applies to action event triggers, such as Before workbook opens.
โ€‹
Before a workbook is open, objects are not loaded, this means they are not recognised. To run actions on objects, we recommend either:

  1. Using an alternative block e.g. enter sheet

  2. Adding a wait block immediately following the Before workbook opens of 2-5 seconds, to allow objects to load. The more objects you have, the longer the delay may need to be.
    โ€‹
    โ„น๏ธ Object load times can also be affected by objects containing large images/media, or an extremely slow network connection.


Browser Support

Here's a summary of the browser support available for Astrato. To make sure you have the best experience possible when using the site, we advise using one of our officially supported browsers (Chrome or Firefox).

  • Google Chrome: Latest version.

  • Mozilla Firefox: Latest version.

  • Microsoft Edge: Latest version expected to work, but not officially supported.

  • Opera: Latest version expected to work but not officially supported.

  • Internet Explorer: Not supported.

  • Safari: Not supported.


Low recaptcha score when signing in

Google's automatic recaptcha is based on the browser's footprint to recognize whether you're a bot or a real user - so usually works if you use the browser in that profile for a few minutes somewhere else so that it "recognizes" you're human.


Enable copy and paste for astrato.io

Chrome has recently introduced clipboard restrictions where the clipboard (copy & paste) needs to be enabled on sites. Click on the icon left of the url bar to show the site permissions menu. Enable the Clipboard to allow for copy and paste when using Astrato.

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