Mobile app
Troubleshooting the phone app
The app says what went wrong in plain words. Find the message or the situation below.
You cannot sign in
Section titled “You cannot sign in”| Message | What to do |
|---|---|
| Incorrect email or password | Check both. Forgot password? sends a reset link to your email. |
| This account is turned off. Ask your administrator to turn it on again. | Your administrator deactivated the account; ask them. |
| Your organization signs you in with single sign-on. Choose Sign in with SSO. | Use your organization’s single sign-on instead of a password. |
| Your organization does not allow this way of signing in. | Use another method your organization allows. |
| Too many attempts. Wait a minute, then try again. | Wait a minute before the next try. |
| That code didn’t work. Try again. | Enter the current 6-digit code; check the phone’s clock if codes keep failing. Lost the authenticator? Choose Use a recovery code. |
| No DataSquares passkey on this phone yet. Sign in with your email once, then add one when asked. | Sign in another way once, then add a passkey when the app offers it. |
| This sign-in link is not valid any more. Ask for a new one. | Links work once and for a short time; ask for a new one. |
| You’re offline. Check your connection and try again. | Connect to the internet and try again. |
| DataSquares couldn’t complete sign-in right now. Try again in a few minutes. | A server problem; try again later. |
Sign in with Microsoft is in the web app only. See Get started.
The app opens on Update required
Section titled “The app opens on Update required”“This version of DataSquares is no longer supported. Please update to continue.” Your organization has retired the version you have. Update the app from where you installed it; nothing else in the app works until you do.
The app is locked
Section titled “The app is locked”DataSquares is locked hides your content while the app lock is on. Select Unlock and confirm with your fingerprint, face or screen lock. Auto-lock under App lock in Settings sets how long the app may stay in the background first. If your organization requires the lock, it says Required by your organization and cannot be turned off.
Your session ended
Section titled “Your session ended”“Your session ended. Sign in again.” Your session expired or was ended, for example from Active sessions on another phone. Sign in again.
A tab, segment or page is missing
Section titled “A tab, segment or page is missing”The app shows only what your role may use:
- Library or Notifications is missing: your role may not open any Library segment, or may not view alerts.
- Presentations is missing: your company has presentations turned off, or your role may not read them.
- Ask AI is missing: AI is turned off for your role or your company.
- Alert rules and ＋ New are missing: your role may not create alert rules.
- A page is missing from Workspace tools: your role may not view its menu, or the page is for company admins only, or your licence does not include it (Warehouse). “Your role has no data or administration pages.” means your role has none of them.
- Share a link or Export is missing: your role may not share or export, or your organization turned sharing off.
See Roles on the phone, and ask your administrator if you need more.
An action is refused
Section titled “An action is refused”Pages in Workspace tools explain a refusal:
| Message | What it means |
|---|---|
| Your role doesn’t allow this. | Your role lacks the permission, or it changed since you opened the page. |
| This is no longer here. | The item was deleted or moved. |
| Too many requests. Wait a minute, then try again. | Too many calls in a short time. |
| DataSquares couldn’t do this right now. Try again in a few minutes. | A server problem. |
| The server’s own words, such as a licence message | The server explains it, for example when your licence does not include Pipelines. |
If the item changed since you opened it (someone else claimed it, saved it or stopped it), the page says so and shows it as it is now. Nothing is overwritten. See Workspace tools.
You’re offline
Section titled “You’re offline”- Home shows the copy it saved last (“Showing saved Home”); lists say they show saved items.
- Dashboards you made available offline open from Library › Offline. Other dashboards’ cards say “This card needs a connection”.
- A report shows the last copy kept for your account, if there is one (“Showing the copy on this phone”).
- Stories and Workspace tools need a connection.
A dashboard, card or report does not open
Section titled “A dashboard, card or report does not open”| Message | What to do |
|---|---|
| You don’t have access to this dashboard | It is not shared with you, or your access changed. Ask its owner. |
| Couldn’t open this dashboard | Check your connection and select Retry. |
| You can’t see this card’s data | Your data access leaves this card’s data out. |
| Shown in the web layout | The phone cannot draw this card; choose Open web layout. |
| This report isn’t available to you. | It is not shared with you, or your access changed. |
| Couldn’t open this report. Try again. | Try again; a report too large for the phone can be read on the web with Open report in web. |
| The story couldn’t be loaded. | Check your connection and try again, or choose Open full Story in web. |
Notifications do not arrive
Section titled “Notifications do not arrive”- Check that notifications are allowed for DataSquares in Android’s settings. When they are off there, the switches in the app stay off (“Notifications remain off. You can enable them later.”).
- In Settings › Notifications, turn on the kinds you want.
- Check that you did not snooze the alert (Snooze for me on the alert rule; Notify me again now ends it).
- With the app lock on, a notification says only “Unlock DataSquares to view details”.
Everything still arrives in the Notifications tab.
Export or sharing is not offered
Section titled “Export or sharing is not offered”“Your organization has disabled file exports.” Your organization has turned exports off for the app. Report email subscriptions you already have can still be paused or removed.
Continue on the web asks you to sign in
Section titled “Continue on the web asks you to sign in”Continue on the web and the other web links open the web app in your browser. Sign in there with the same account and choose the same workspace; the phone does not pass your session to the browser.