FAQ and troubleshooting

Short answers to common questions. Each answer links to the page with the details. For a specific error message, see Error codes.

I forgot my password. On the sign-in page, click Forgot password? and follow the e-mail.

How do I change my password? Open the user menu, then Change password. See Account security.

The app says “Verify your e-mail to get started”. Open the verification e-mail from Fresco BI, click its link, then click I have verified it, sign in again.

The app says I do not belong to any organization. Nobody has invited your e-mail yet. Ask an administrator of your organization to invite you. You join when you sign in with the invited e-mail. See Members and roles.

My organization requires two-step verification. Set it up in Account › Security with an authenticator app or a passkey. Then sign out and sign in again. See Account security.

I lost my phone with the authenticator app. Sign in with a recovery code. If you have none left, ask an organization admin to Reset two-step verification for you. See Authentication.

Can I sign in with my company account (SSO)? Not yet. SSO is on the Enterprise plan and is coming soon. Today you can sign in with e-mail and password, Google or Facebook, if your organization allows the method. See Authentication.

Why was I signed out? Fresco BI signs you out after a time without activity, and after a maximum session length. Sign in again.

Connecting data

Test connection fails. Where do I start? Read the code under Connection failed. Each code has a fix in Error codes. The most common causes are a wrong host or port, a firewall that does not allow Fresco BI’s IP addresses, and a wrong user or password.

My database is in a private network. Use the connection type On-premises (via Gateway) and install a Gateway Agent in that network. See Gateway Agent. Gateways are on the Pro and Enterprise plans.

Save is blocked with “Account can write: blocked”. The database account can write data. Fresco BI only reads your sources, so it refuses this account. Create a read-only account and use it. See Connect data.

Does Fresco BI change my data? No. Fresco BI only reads your sources. It never writes to them. See Security.

My Excel upload fails. Check the file: .xlsx, up to 100 MB, without macros or a password, up to 100 sheets and 200 columns per sheet. CSV files must be UTF-8. See the upload errors in Error codes.

A connector card says Enterprise. Enterprise connectors need the Enterprise plan. See Plans.

Gateway

The gateway is Offline. No agent of the gateway is online. On the agent machine, check that the service runs and that it can call out to the relay on port 443. See the troubleshooting table in Gateway Agent.

Test connection through the gateway gives blocked_address. The database host, port or source type is not in the agent’s allow list (policy.toml). Add it, then restart the agent service. See Gateway Agent.

The enrollment token expired. A token works once and for 1 hour. Click Create a new token in the dialog. See Gateway Agent.

I cannot delete a gateway. A data source still uses it, or a member may still be connected. Move or delete those data sources, then uninstall or revoke each member. See Gateways.

Data Tables and refresh

Where is the Refresh button of a Data Table? A Data Table refreshes from its data model. Open the data model and click Refresh. See Refresh.

How often can data refresh on its own? Free: once a day. Pro: up to 24 times a day. Enterprise: up to 48 times a day. Manual refresh has no plan limit. See Plans.

A refresh failed. Open the refresh history and read the error code. See Refresh and the refresh errors in Error codes.

The refresh says “The new data failed the quality checks; the previous data is kept”. The new data looked wrong, for example many fewer rows than before. Reports still show the previous data. Open Refresh details and read the Quality report. See Refresh.

A visual says “The data is not ready yet”. The Data Table was never refreshed. Refresh the data model.

Import or Realtime? Import keeps a copy and is fast. Realtime reads the source on every query and needs no refresh. Realtime is on the Enterprise plan. See Data Tables.

Why can I not use Explore? Explore is on the Enterprise plan. See Explore.

Data models and measures

I cannot publish the data model. The publish dialog lists what blocks it. Fix each item, for example a relationship key with repeated values. See Data models.

My measure shows an error. The editor shows the line, the column and the reason. See the measure errors in Error codes and the functions in Measures.

A viewer sees no data. If the data model has row-level security, viewers in no role see no data. Add the viewer to a security role. Use View as to check. See Row-level security.

Reports

Viewers do not see my changes. Your changes stay in a draft that only you see. Click Save (Ctrl+S) to publish them. See Reports.

A visual says “The query took too long” or “The result is too large”. Filter the data or use fewer fields. See Visuals.

A matrix says it has too many rows or columns. A matrix shows up to 2,000 rows, 100 columns and 10,000 cells. Filter the data or remove a field. See Visuals.

How do I show a report on a TV? Use Kiosk mode. An admin must allow it in the organization settings first. See Viewing reports.

I cannot export underlying data. You need Build on the data model. See Export.

I shared a report but the person cannot find it. They need a role in the workspace first. Ask a workspace admin to add them. See Sharing.

I cannot give Build. Viewers can only get Read. On the Free and Pro plans, the people you add can only view reports. See Sharing and Plans.

I cannot invite anyone. A Free organization is for you only. For teamwork, request the Enterprise plan. See Plans.

Can I put a report on my website? Yes. Use Public website (iframe) for public data, or Secure embed (app token) for private data. A report with row-level security cannot be public. See Embed.

I deleted something by mistake. Deleted items stay in the Trash for 30 days. Restore them from there. See Trash.

Who changed this? Organization admins can see who did what in the Activity log. See Audit log.

Plans and billing

How do I upgrade? There is no online payment yet. Click See plans and send a request. We contact you. See Plans.

What happens when my Pro trial ends? You are back on Free. Nothing is deleted, but actions above the Free limits are refused. See Plans.

Where do I see my usage? Organization admins see it in Billing & usage. See Billing and usage.