If you're trying to launch the Supermetrics sidebar in Google Sheets or Excel and it doesn't respond, there are a few steps you can take to troubleshoot the issue.
Instructions
Step 1: Use incognito mode or log out
Solution 1: Incognito mode
Authentication issues can sometimes cause the sidebar to encounter errors on launch.
As a first step, we recommend opening an Incognito window in your browser and logging in with the Google or Microsoft account you use with Supermetrics. Doing this ensures that no other account credentials are used in place of your Supermetrics credentials.
Please note that this solution won't work if you use Supermetrics with the desktop version of Excel.
Solution 2: Log out
Alternatively, logging out of all Google and Microsoft accounts currently active in your browser can help stop any authentication issues before they arise. Log out of every Google and Microsoft account, and then log back in using the account you use with Supermetrics.
Step 2: Clear your browser's cache and cookies
Clear your browser's cache and cookies to remove old credentials. Follow the instructions for the browser you use with Supermetrics. We’ve included some links to common browser guides here:
Step 3: Disable add-ons
Disable all other add-ons or add-ins active in your browser.
Step 4: For Google Sheets: Disable Apps Scripts
Disable any Apps Scripts created for the Google Account you’re using Supermetrics with.
If these steps don't solve the issue in Google Sheets, we recommend creating a new Google Account and using it when working with Supermetrics.