Troubleshooting & support

Forgotten password. On the sign-in page, press Forgot password?, type your email and press Send reset link. Follow the link in the email to set a new password. No email after a few minutes? Check spam, and make sure it is the address you signed up with.

You signed up with Google or Microsoft. You may have no password to reset. Press Sign in with Google or Sign in with Microsoft, whichever you used the first time. Once signed in, you can add another way in under Settings → Security → Sign-in methods.

You were signed out while working. Rahoto shows Sign in again to keep working; what you were doing stays on the page while you sign in. If the sign-in page keeps coming back, sign out fully, close the other Rahoto tabs, and try again in a normal (not private) browser window.

1. Reload the page.
2. Check you are online and the rest of the app opens.
3. Check you still have access; whoever owns the report can change who it is shared with.
4. Try another up-to-date browser, to rule out an extension getting in the way.

If the report opens but a chart or table is empty, the data behind it is usually the cause. See the next section.

When a source cannot refresh, the report keeps its last good numbers and a note at the top says so, for example Sales database couldn't refresh. This report shows its data as of …. The note's button is the fix:

• Reconnect: the saved sign-in to the source has expired, often after a password change. Sign in to the source again.
• Update login details: the login can no longer reach the data. Check its permissions with whoever runs the source, then reconnect.
• Replace file: an uploaded file could not be read. Fix the file (see import problems) and upload it again.
• Try again now: the source took too long to answer, or was down. If it keeps happening, ask your IT team whether a firewall or paused warehouse is blocking Rahoto.
• Open the source: something else needs a look on the source's page.

Remember that an uploaded file never refreshes by itself: use Replace file with the new month's version. If a column was renamed or removed, see What if a column is renamed or removed?

Title rows above the headings, merged headings, UK-style dates, £ signs, semicolon CSVs, garbled accents and N/A cells each have a simple fix. They are all in If something goes wrong with an import.

Exports and sends run in the background. While they work you see steps such as Waiting for a free renderer… and Rendering the pages…; a run on the Publications page shows Queued or Running. A large report can take a little while; that is normal.

1. If you see This is taking longer than usual, wait a moment or press Try again. Your report is safe.
2. If a run says Held for review, it is waiting for you: open it and press Approve & deliver.
3. If it says Failed, open it to see why, and check that the delivery details (email address, channel or folder) are still right.

More in Publish & schedule.

Charts with many thousands of points draw on your computer's graphics chip, which needs a browser with WebGL2. Without it, Rahoto draws a sample instead and says so, for example Showing 5,000 of 200,000 points — sampled for performance. Update Chrome, Edge, Firefox or Safari and make sure hardware acceleration is turned on. Smaller charts are not affected.

Open Publications, open the publication, and look at Run History: every run, when it ran, and whether it was delivered. Email opens and clicks are under Delivery & engagement. Details are in Publish & schedule.