About troubleshooting

Generate a HAR file for ThoughtSpot Support
When you log a support ticket that references unexpected behavior in the web user interface, ThoughtSpot Support often asks for a HAR file from the browser. The HAR file captures details about what’s happening in the UI when the error occurs, including network requests happening in the browser. Learn how to generate a HAR file.

Network connectivity issues
If network connectivity to and from ThoughtSpot is not working, try using these steps to find and correct the issue.

Check the timezone
ThoughtSpot comes configured with the timezone where it is to be installed.

Browser untrusted connection error
If you are not using an SSL certificate for authentication, users will see an untrusted connection error in their browser when accessing ThoughtSpot. The error looks slightly different depending upon the web browser being used.

Clear the browser cache
You might occasionally see unexpected behavior that is due to the web browser caching information from ThoughtSpot. In this case, clearing the browser cache and reloading the page should resolve the problem.

Cannot open a saved Answer that contains a formula
You may occasionally see unexpected results, or even be unable to open a saved Answer, due to problems with data types and formulas.

Data loading too slowly
Some tables may take an unusually long time to load due to a high data version issue. This issue normally arises when ThoughtSpot completes an upgrade or the system is recovering after a crash.

Search results contain too many blanks
If you find that your search results contain too many blanks when your data source is a Worksheet, there is a simple adjustment you can make to fix this.