Support Centre

Fixing common problems

Last Updated: Mar 30, 2016 05:00PM BST
If you're experiencing problems with Trackpal, for example an "Oops" Error message appears or a Wizard Panel isn't working as it should - then there are some simple steps you can take which will often reset Trackpal back to it's previous working state.

Try Each of These Solutions:

1. Request Update
Steps: Go to Trackpal addin - Setup area of ribbon > Get Latest Update

Check: If an update occurs, this may have fixed your problems.

2. Re-login to Trackpal

This method is useful as it forces an update of the Trackpal menu items 

Steps: Go to Trackpal tab > Setup Wizard > Login and Setup Trackpal Account > Press Validate > Press Next > Press Finish

Check: After re-logging in, this may have fixed your problems.

3. Re-Start Excel, then Re-Login to Trackpal
Steps:
Be sure to fully close Excel, then re-start it.

Go to Trackpal tab > Setup Wizard > Login and Setup Trackpal Account > Press Validate > Press Next > Press Finish.

Check: After re-logging in, this may have fixed your problems.

4. Re-Install Trackpal for Excel
See our article for steps to re-install Trackpal.

Check: After re-logging in, this should have fixed your problems.

Still Having Problems?

If you're still experiencing problems, please e-mail us with a descriptive example of your issue, so that we can re-create the scenario to test.
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