Troubleshooting
Common issues and solutions. Contact support if you need more help.
Installation Issues
Add-in doesn't appear in Excel
- Close all Excel windows completely
- Wait 10 seconds
- Reopen Excel
- Check File → Options → Add-ins → Manage COM Add-ins → Go
- Ensure "Data Bridge Pro" is checked
"Unknown Publisher" warning
Normal for first install. Click "More info" → "Run anyway".
Connection Issues
Unable to connect
- Verify server address is correct
- Check network connectivity (try ping)
- Ensure database port isn't blocked by firewall
- If using VPN, ensure you're connected
Login failed
- Double-check username and password
- For Windows Auth, ensure you're on the domain
- Verify user has database access
Connection timeout
- Server may be under heavy load
- Increase timeout in Advanced Settings
- Try connecting during off-peak hours
Query Issues
Query returns no data
- Verify WHERE clause filters aren't too restrictive
- Check that the table has data
- Ensure you have SELECT permission
Getting Help
- Click Data Bridge → Help → Export Diagnostics
- This creates a zip file with logs (no sensitive data)
- Email to support@bridgestack.ai