Troubleshooting

If you're having trouble logging in to the Tricentis Analytics API developer portal, it may be due to one of the following issues.

• You are entering an invalid username or password. Verify that you have not changed your password in qTest and are accidentally using an old password to log in to Tricentis Analytics.

• You are using qTest trial account credentials to log in to Tricentis Analytics. The Tricentis Analytics v2.1.8.1 Tech Preview is currently only available for Elite qTest OnDemand (Cloud) customers. A Tricentis Analytics trial version is planned for a future release.

• You are using Tosca credentials to log in to Tricentis Analytics. The Tricentis Analytics v2.1.8.1 Tech Preview is currently only available for Elite qTest OnDemand (Cloud) customers. A Tricentis Analytics version for Tosca and qTest OnPremise customers is planned for a future release.

• Your qTest user account has not been included the Tricentis Analytics Viewers, Tricentis Analytics Designers, or Tricentis Analytics Administrators user group in qTest. You must be assigned to one of these user groups to access Tricentis Analytics. For more information about these user groups, refer to the qTest manual.

• You have recently upgraded your qTest account from a trial version to an Elite version. Reach out to your Customer Success Manager for assistance.

SSO log in is not currently supported for Tricentis Analytics. Log in using a user profile with direct qTest authentication.

A qTest Admin user can switch users from an SSO authentication system to an internal authentication system. To switch a user:

1. Access qTest Manager. Then click Administration in the username drop-down menu.

2. On the Licenses screen, hover your cursor in the Authentication System column for the user that you want to switch, and then click the Edit icon .

3. Select Internal on the drop-down menu that appears.

Verify that you are using the correct URL in the Analytics URL field. The correct URL for this field is located in the Data Source row in the API Endpoints section of the Tricentis Analytics API Developer Portal. Double-click the Analytics URL field, and then paste this data source URL into the field.

If it seems like some filters or data that you are expecting to see are missing from the Excel Quick Start Reports file, verify that the report filters are set to display the data you are expecting. For information on using filters, refer to Report filters.

If filters are set correctly and it still seems that data you are expecting to see is missing from the Excel Quick Start Reports file, you can try clearing global permissions in Microsoft Excel to reset the connection.

To clear global permissions:

1. Delete the URL from the Analytics URL field.

2. Click the Data tab on the Excel ribbon.

3. Click Get Data in the Get & Transform Data section.

4. On the menu that appears, select Data Source Settings.

5. Select Global permissions.

6. Click the drop-down arrow on the Clear Permissions button.

7. On the menu that appears, select Clear All Permissions.

   A warning message appears, confirming that you want to clear all permissions.

8. Click Delete.

The Excel Quick Start Reports file may display differently based on your computer's scale and resolution settings. The recommended scale is 100%.

Verify that you are using the most recent version of the Excel Quick Start Reports file.

If you are able to log in to the Tricentis Analytics API developer portal, this error message may be a result of using an inconsistent format when attempting to log in to the Excel Quick Start Reports file. Verify that the email address you are attempting to log in to the file with is the same format as the email that is stored in the database.

The correct format to use is displayed on the My Profile page in qTest. Verify that you are using the same capitalization, special characters, and so on.

This error message may be a result of using an unsupported version of Microsoft Excel. Microsoft 365 Excel and Office 2019 Excel are the currently supported versions of Excel.

A possible workaround is to download Power Query for Excel directly. Power Query for Excel is not included in older versions of Microsoft Excel, such as Excel 2013. For information on Power Query for Excel and for links to download the add-in, refer to the Microsoft support site.