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

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:

Apple Safari / Google Chrome / Mozilla Firefox / Microsoft Internet Explorer / Microsoft Edge

Step 3: Disable add-ons and Apps Scripts

Disable all other add-ons active in your browser, as well as any Apps Scripts created for the Google Account.

If these steps don't solve the issue, we recommend creating a new Google Account and using it when working with Supermetrics.