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Troubleshooting

Start with the symptom, then check the smallest relevant part.

Opening and installation

  • Taskpane shows 404: Verify the exact taskpane URL, published release and running website routes. After a route update, restart the website application, then reload the pane.
  • New controls are missing: Check the approved release and reload the taskpane. Vs target and Horizontal only appear for Bar.
  • Companion unavailable: Start or restart the installed companion. Confirm the expected version and the approved local security setup.
  • Pairing fails: Use the key from this computer’s current companion. A mismatched key may require administrator-assisted repair.

Connection and library

  • Sign-in does not finish: Complete the sign-in window and verify Workspace URL, database and connection type. Check the Tenant ID if your connection requires one.
  • No objects appear: Clear search, select the correct type and connection, then check reader access.
  • Add or Edit is unavailable: Check ADM Write access. Readers can insert and refresh without authoring definitions.
  • Cube or member not listed: Check source permissions and the selected hierarchy/subset.

Refresh and charts

  • Filter changed but values did not: Check the Objects selection: Update may be scoped to selected rows. Clear selection for a full update. Then check the active connection, fixed members, overrides and reported errors.
  • Update selected is disabled: Select at least one Objects row, connect to the source and wait for any running operation to finish.
  • Chart rejects the view: Check the Chart library layout rules, numeric cells, missing values and number of used rows/columns.
  • Donut ignores a column: Expected: only the first data column supplies values.
  • Target chart rejects rows: Every row needs numeric actual and target in the first two columns.
  • Card comparisons look wrong: Card uses the first row and first three columns. It displays supplied values, not calculated percentages.
  • Small changes look large: The value axis fits automatically. Check the axis limits and tick labels.
  • Update stops to protect formatting: Review the affected rich text/table structure. Work on a copy before simplifying complex formatting.
  • Workbook content is missing: Check the published workbook, discovered object, filters and any separate web sign-in.

Companion logs

Open %LOCALAPPDATA%/Intito Agentic Disclosure Management (ADM)/Logs/companion.log on the affected computer. Routine failures are logged without enabling detailed diagnostics. For Excel insertion failures, provide the entries around the error, including the stage, DWR operation and HTTP status if present. A workbook opening successfully does not establish that its live websheet insertion step works.

Detailed diagnostics can be enabled by support when needed. Remove credentials, cookies, tokens and confidential business data before sharing logs.

Repair content store

If ADM detects incomplete content-store structures, it may offer Repair content store. A TM1 administrator must run the repair. It restores missing structures, not deleted definitions or business data. If the button is not offered, send the exact error to support.

What to send to support

  • Word or PowerPoint, the Version shown in Settings, and the installed Companion version.
  • The action taken and exact error message.
  • The object name/type, source cube/view or workbook, and relevant filters.
  • Whether other objects and reports work.
  • A screenshot with confidential values removed. Do not include passwords or pairing keys.

For an opening problem, include the failing taskpane URL if available. For an update problem, include whether the operation completed or reported an error.