Troubleshooting

This page explains the messages you can see while you sign in, change your password, set up two-factor authentication, manage your profile and API tokens, open pages, use dialogs and popups, or read the documentation. Find the message, then follow the advice in the same row.

Many fixes need an administrator, who can reset your password, unlock your account or reset two-factor authentication. See Passwords, locks and limits for a user.

Sign-in

You see	What it means and what to do
Email is required	The email field is empty. Type your email address.
Invalid email address	The email is not in a valid format. Correct it.
Password is required	The password field is empty. Type your password.
Invalid email or password	The email or password does not match an account. Check both. If you have forgotten your password, ask your administrator to reset it.
Invalid email or password. One more failed attempt will lock your account.	You have one attempt left before the account is locked. Stop and check your password, or ask for a reset.
Account is temporarily locked due to multiple failed login attempts	Too many failed attempts locked the account for a set time. Wait until the lock ends, or ask an administrator to unlock the account or reset your password. Either one removes the lock.
Account is deactivated	An administrator has deactivated your account. Ask them to activate it.
All your roles are inactive, contact your administrator	None of your roles is active, so you cannot sign in. Ask an administrator to activate a role or give you another one.
Password login is disabled on this instance, sign in with SSO	Your company allows only single sign-on. Click Sign in with SSO.
Cannot connect to server. Please contact admin or support.	DataMind OS could not be reached, or the server returned an error. Check your connection and try again. If it continues, contact your administrator.
The request timed out. The server may be temporarily unavailable.	The request took too long. Try again shortly.
An unexpected error occurred. Please try again.	Sign-in failed for another reason. Try again. If it repeats, contact your administrator.
You were signed out due to inactivity. Please sign in again.	You were signed out after a period without activity. Sign in again.
Are you still there?	Shown in the last minute before automatic sign-out, with the line You will be signed out in N seconds due to inactivity. Click Stay signed in to keep working. See Sign in and sign out.

Single sign-on

You see	What it means and what to do
Sign-in was cancelled.	You cancelled at your identity provider. Click Sign in with SSO again.
Your sign-in session expired. Please try again.	The sign-in took too long to finish. Start again with Sign in with SSO.
Your email domain isn't authorized for SSO sign-in. Contact your administrator.	Your email domain is not on your company's list of allowed domains. Ask your administrator.
Your account is inactive. Contact your administrator.	Your account is deactivated. Ask your administrator to activate it.
Your email address has not been verified with your identity provider.	Your identity provider reports that your email is not verified. Verify it there, then try again.
Single sign-on is not available for this environment.	Single sign-on is not set up correctly. Contact your administrator.
Sign-in failed. Please try again.	Any other single sign-on failure. Try again. If it repeats, contact your administrator.

Two-factor sign-in

You see	What it means and what to do
Invalid 2FA code	The code is wrong or has expired, or the recovery code is wrong. Enter the newest code in your authenticator app. Check that your phone's clock is correct, or enter a recovery code.
Account is temporarily locked due to multiple failed attempts	Too many failed attempts locked the account for a set time. Wait until the lock ends, or ask an administrator to unlock the account or reset your password.
Verification failed	The code could not be checked. Try again.
Could not start 2FA enrollment	Setup could not start during sign-in. Click Back to login and sign in again.
Failed to complete 2FA setup	The setup code was not accepted. Enter a fresh code.
Recovery codes exhausted with You have no recovery codes left. If you lose access to your authenticator app, you will be locked out of your account. Regenerate new recovery codes now, or contact an administrator if you are unable to do so.	You have used your last recovery code. Click Regenerate recovery codes and enter a code from your app; if you cannot, ask an administrator to reset two-factor authentication.

Warning

If you lose your authenticator app and have no recovery codes left, you cannot sign in. Ask an administrator to reset two-factor authentication for your account.

Passwords

In the messages below, N stands for the number that your password policy sets.

You see	What it means and what to do
Old password is required	The current password field is empty. Enter your current password.
Passwords do not match	The new password and its confirmation differ. Retype the confirmation.
Password must be at least N characters	The new password is shorter than your company allows. Follow the requirements under the field.
Password must be at most N characters	The new password is longer than your company allows. Follow the requirements under the field.
Password must contain at least one uppercase letter	Add an uppercase letter.
Password must contain at least one lowercase letter	Add a lowercase letter.
Password must contain at least one number	Add a number.
Password must contain at least one special character	Add a special character.
Password may only contain letters, numbers and followed by a list of symbols	The password has a character that is not allowed, such as an accent, a space or an emoji. Use only letters, numbers and the listed symbols.
Password must contain followed by a list of requirements	The password does not meet your company's password policy. Follow the requirements in the message.
You can't set the same password	The new password is the same as the current one. Choose a different password.
Existing password is incorrect	The current password you entered is wrong. Enter it again.
You cannot reuse any of your last N passwords.	Your company does not allow recent passwords to be reused. Choose one you have not used recently.
Password login is disabled on this instance; platform passwords cannot be managed.	Your company uses single sign-on only. Change your password with your identity provider.
A password is already set for this account. Use change password instead.	Your account already has a password. In Profile, click Change password.
User not authenticated	Your session ended while a password dialog was open. Sign in again.
An unexpected error occurred	The password could not be reset for another reason. Try again, or sign in again.
Password changed successfully	Shown after a password reset: the new password was saved and the Dashboard opens. No action needed.
Your password has been updated.	The change saved. Your current session stays signed in and your other sessions end. Update the password in your SQL tools too, or they stop connecting.
Your password has been set successfully.	An account with no password, for example an SSO account, now has one; it also works in your SQL tools.

Your profile

Open your profile from the account menu at the bottom of the sidebar, and choose Profile.

You see	What it means and what to do
Could not load your account details. Please try again.	Your details did not load, so your name cannot be saved. Close Profile and open it again.
Failed to update your name	Your name was not saved. Try again.
Invalid image with Please upload a JPEG, PNG, WebP, or GIF image.	The file is not a supported image type. Choose a JPEG, PNG, WebP or GIF image.
Image is too large. Maximum size is 5 MB.	Choose a smaller image.
Invalid file type. Only images are allowed.	The server rejected the file. Choose a supported image.
Failed to upload profile photo or Failed to remove profile photo	The change did not save. Try again.
Could not load base theme	A colour theme did not load. Close Change theme, which is in the account menu, and open it again.
Your name has been updated.	The new name saved and appears in your profile and at the bottom of the sidebar. No action needed.
Are you sure you want to change your name to "…"?	Name changes always ask for confirmation first, with the new name filled in. Confirm to save the new name, or cancel to keep the old one.
Are you sure you want to remove your profile photo?	Removing your photo always asks for confirmation first. Confirm to remove the photo, or cancel to keep it.
Profile photo updated.	The cropped photo was saved and appears at the bottom of the sidebar. No action needed.
Profile photo removed.	The photo was deleted after the confirmation. No action needed.
Password locked	Shown as a badge beside your name in the profile and the account menu when password sign-in is locked after too many failed attempts; its tooltip reads Password login is locked after too many unsuccessful attempts. Contact your administrator, or wait until your account is unlocked. Wait for the lock to end, or ask an administrator to unlock the account or reset the password.
Content logging not changed or Could not update content logging.	The content-logging preference did not save. Try the switch again; changing it needs the Disable DataMind Oda Content Logging permission.
Theme applied	A custom palette is now active across DataMind OS. Reset to default appears in the gallery while a custom theme is applied.

Two-factor settings

Set up or change two-factor authentication in Profile, with Set up 2FA, Disable 2FA or Regenerate recovery codes.

You see	What it means and what to do
Failed to start 2FA setup	Setup could not start. Try again.
Invalid TOTP code	The code is wrong. This appears when you turn 2FA on or off, or regenerate recovery codes. Enter the newest code from your app.
The token must be exactly 6 digits.	The code is not six digits. Enter all six digits.
No pending 2FA setup found	The setup expired before you confirmed it. Click Set up 2FA again.
Two-factor authentication is disabled for this platform.	Your company has not turned on 2FA. Ask your administrator.
Two-factor authentication is required platform-wide and can't be turned off. or 2FA cannot be disabled because it is required platform-wide.	Your company requires 2FA for everyone. Keep it on; ask your administrator only if you have a genuine reason to turn it off.
2FA cannot be disabled because it is required for your account.	2FA is required for your account. Keep it on, or ask your administrator.
2FA is already active on this account	2FA is already on for your account. Sign in with your code.
Failed to regenerate recovery codes	The new codes were not created. Enter a fresh code from your app and try again.
Download failed	The recovery codes could not be saved to your computer. Copy the codes by hand and keep them somewhere safe.
Enter this key in your authenticator app.	Shown above the manual setup key while you set up 2FA, for when the QR code cannot be scanned. Add the key to your authenticator app, or use the copy button beside it.
Enter the 6-digit code from your authenticator app to enable 2FA.	The setup is waiting for a code from your app after the QR step. Enter the current code; the form submits as soon as the sixth digit is typed.
Two-factor authentication is now enabled	2FA is on for your account, and the dialog now shows your recovery codes. Save them with Download before you click Done.
Save your recovery codes in a secure place before continuing.	The recovery codes are shown only once, at setup and at each regeneration. Click Download or write the codes down, and keep them somewhere only you can reach.
Enter the 6-digit code from your authenticator app to regenerate your recovery codes.	Replacing your recovery codes needs a current code from your app; a recovery code is not accepted. Enter the code; the dialog submits at the sixth digit.
New recovery codes generated. Your previous codes no longer work.	A new set of recovery codes replaced the old one. Save the new codes; the old set stops working at once.
Enter the 6-digit code from your authenticator app to disable two-factor authentication.	Turning 2FA off needs a code from your app; the dialog also offers Use recovery code?. Enter the code, or switch to a recovery code when the toggle is offered.
Two-factor authentication has been disabled	2FA is off for your account and your recovery codes were removed. You can set 2FA up again any time your company allows it, and you will get a new set of codes.

API tokens

Create and revoke tokens from API tokens in the account menu.

You see	What it means and what to do
Could not load your API tokens.	The list did not load. Close API tokens and open it again.
No API tokens yet with Generate one below to connect a script or a BI tool.	You hold no tokens yet, so the list is empty. Create a token below when a script or a BI tool needs one.
Copy it now - it is shown only once and cannot be retrieved later.	The token value exists on screen only at the moment of creation; nothing can read it back later. Copy the token now and store it in the tool's secret store; if it is lost, revoke that token and create a new one.
This token never expires. It keeps working until someone revokes it - pick a lifetime unless it really has to run forever.	Shown when the Never lifetime is chosen, so the token stays valid until it is revoked. Pick a fixed lifetime unless the token really has to run forever; Never is opt-in, and the default is 30 days.
API tokens cannot be created while impersonating another user	You are viewing DataMind OS as another user. Stop impersonating first, then create the token.
API token not found	The token has already been removed. Close the list and open it again.
All N active token(s) stop working immediately. Scripts and tools using them will need a new token.	The Revoke all confirmation: every active token stops the moment you confirm. Confirm only when every integration should stop; otherwise revoke single tokens from their rows.
Revoked 1 token or Revoked N tokens	The bulk revoke finished and reports how many tokens were stopped. Issue new tokens for the scripts and tools that still need access.
dataprism:export - needs the 'Export DataPrism Report Data' permission	This hint appears under a scope you cannot select. Ask an administrator to give you Export DataPrism Report Data.

Pages and navigation

You see	What it means and what to do
Access Denied with Sorry, you don't have permission to access this page. Please sign in or contact your administrator.	Your role cannot open this page. Click Go Back to return, click Sign In to sign in as someone else, or ask your administrator for the permission.
Page not found with The page you're looking for doesn't exist or has been moved to another dimension.	The address is wrong, or the page has moved. Click Home or Go Back.
Something went wrong with We encountered an unexpected error while loading this page.	The page failed to load. Click Try Again. If it keeps happening, open View error details and pass the message to your administrator.
If this problem persists, please contact support.	Shown at the end of the Something went wrong page. Click Try Again; if the page still fails, contact support.

Dashboard

You see	What it means and what to do
Delete conversation?	Shown when you delete a conversation from the list. The conversation is removed for good and cannot be restored. Click Delete only if you are sure.
No services are being monitored.	Shown in the tooltip of the health card when no services are being watched. There is nothing to change here. Ask your administrator if you expect services to appear.

In-app notifications

You see	What it means and what to do
Notification, Success, Error, Warning or Information	The type label at the top of a message card, naming the kind of result. No action needed; it only names the type of message.
Tap to read full message	The message is longer than the card and is cut off after a few lines. Click it to open the full text in its own window, with Copy and Close.
Validation Error	A form could not be saved because a field is missing or invalid; the description under the title carries the first problem found. Fix the field it names (the field is marked on the form as well), then submit again.

Dialogs and confirmations

You see	What it means and what to do
You have unsaved changes with Save your work or discard to continue	Shown on the bar along the bottom of a screen that holds edits not saved yet. Click Save to store the work, or Cancel to discard it and carry on.
Processing…	An action in a dialog is running; its button shows a spinner with this label and both buttons are disabled. Wait; the buttons and the keyboard return when the run finishes.
Saving…	A save is running, shown on a dialog's save button and on the Save button of the unsaved-changes bar. Wait; on the bar the label is held until it slides away, so it never flips back to Save mid-save.
Error Details	The window that shows a long error message in full, with a copy button. Read it, then close it; Escape closes this window before a dialog behind it.
Delete, Warning, Truncate, Abort, Confirm, Information or Success	The strip at the top of a confirmation, naming the kind of step. No action needed; read it to see what the dialog is about.
Save & Continue, Cancel or Discard & Continue	The buttons of a confirmation; the continue choice reads Discard & Continue when the dialog also offers Save & Continue. Read the panel, then pick; Cancel backs out without applying the action.
Select Date or Select Time	A run, test or sync dialog asks when the action should happen. Pick a day and a time, then click the button that names the action; Cancel closes the dialog without running anything.

Open Popups

You see	What it means and what to do
Loading...	A column of the picker is still loading. Wait; the rows replace it when the load finishes.
No imported tables yet	That datasource's group in the Lake column has no imported tables. Import tables from that datasource if you expect some to be listed.
No Lake tables	The Lake column has no tables to list. If you expect tables there, ask your administrator about your roles.
No Lake tables match your search	The search text filters out every Lake table. Shorten or clear the search text.
No transformations	The Transformations column has no transformations to list. If you expect some, check whether you can see the Warehouse tables they belong to.
No transformations match your search	The search text filters out every transformation. Shorten or clear the search text.
Unknown table	The picker could not resolve a name for the entry. Close and reopen the picker; if the name still does not resolve, open the object from its own area.
Nothing selected	No objects are ticked in selection mode. Tick a row, or a datasource group's checkbox, to start a selection.
{N} selected	The count of objects in your selection, shown in the footer beside Clear and the confirm button.
Tag objects ({N})	The confirm button of selection mode; with nothing selected it reads Tag objects and is inactive. Click it to hand your selection to the screen that opened the picker; Clear empties the selection first if you change your mind.

Popup windows

You see	What it means and what to do
Close Popup with You have unsaved changes. Do you want to close the popup?	Shown when you close a window that has unsaved edits. Choose Close to close without saving, or Cancel to stay; a window with nothing unsaved closes straight away.
Close Popups with {N} popups have unsaved changes ({titles}). Do you want to close them?	Shown when you close several minimised windows at once from the popup bar and some of them hold unsaved edits; one confirmation covers all of them. Choose Close to close them anyway, or Cancel to keep them waiting on the bar.
{area} pop-up limit reached with You have 20 {area} pop-ups open or minimized. Close some before opening a new one.	That area already has 20 windows open or minimised (minimised ones count), so a genuinely new window cannot open. Close some windows from the popup bar, then open the new one; a window that is already open still comes forward at the limit.
Show hidden popups	The tooltip of the +N control on the popup bar, which opens the chips that no longer fit. Click +N and pick the window you want.
Remove from list	The tooltip of the X on a popup bar chip; it closes that window after the unsaved-changes check, if any. Click it to close the window; a window with unsaved changes asks first.

Documentation

You see	What it means and what to do
Loading documentation	The page area of the docs workspace is still loading, shown as a placeholder in place of the page. Wait; the content replaces it when it arrives.
Loading documentation navigation	The navigation tree of the docs workspace is still loading, shown as a placeholder in place of the tree. Wait; the tree replaces it when it arrives.
Failed to load page.	The page you opened could not be loaded. Reload the browser page and open the entry again; if it keeps failing, contact support.
Image failed to load	A picture inside a docs page did not load; it is replaced by a fallback box, and the rest of the page still reads normally. Reload the browser page to try loading the picture again.
No pages available.	The list has no entries to show in this view. Open another section or card.
Hide panel or Show panel	The tooltip of the docs sidebar toggle: Hide panel while the tree is expanded, Show panel while it is hidden. Click it to fold the tree away or bring it back; Alt+1 does the same.
Ask anything about the docs…	The placeholder of the question box in the Documentation search. Type your question there and click the send arrow.
Suggested	The header of the example questions, shown before your first question. Click one to ask it straight away, or write your own question.
Thinking…	The search has your question and is preparing the answer; it disappears when the first words arrive. Wait for the text to start.
Sources:	The row under a finished answer that lists up to three pages the answer used. Click a source to open that page in the Documentation browser; the search closes.
Related questions	Up to three follow-up questions offered after an answer finishes. Click one to ask it straight away, without typing.

Install app and updates

You see	What it means and what to do
Installation is available in supported browsers. or Available in supported browsers	Your browser cannot install DataMind OS, so the Install app card on the Dashboard and the Install App row in the account menu do not work. Use a browser that supports installing apps, or keep working in the browser you have; installing is optional.
Update available	A newer version of DataMind OS is ready and waits for you before it activates. Click Refresh to load the new version now, or later when it suits you.

Questions, answered

Why does the sign-in page say "Cannot connect to server"?

DataMind OS could not be reached, or the server had a problem. Check your internet connection and try again. If the message stays, contact your administrator.

Why does sign-in say my account is deactivated?

Account is deactivated means an administrator has deactivated your account. Ask them to activate it. If the message is All your roles are inactive, contact your administrator instead, your account is active but none of your roles is. See Sign in and sign out.

Why won't my password accept accents, spaces or emoji?

A password can contain only letters, numbers and the symbols listed in the message. Accents, spaces and emoji are not allowed. Choose a password without them.

Why does single sign-on say my email domain isn't authorized?

Your company's single sign-on accepts only some email domains, and yours is not one of them. Ask your administrator to add the domain or to give you another way to sign in. Administrators manage the allowed domains in Single sign-on (SSO).

Why does single sign-on say it is not available for this environment?

Single sign-on is not set up correctly for your company. Sign in with your email and password if your company allows it, and tell your administrator.

My recovery codes did not download. What now?

Download failed means your browser did not save the file. The codes are still on screen, so copy them by hand and keep them somewhere only you can reach before you leave that screen.