Troubleshoot and get help

Find the failed step, preserve useful work, resolve the cause and verify recovery before retrying.

Find the action that failed, keep its error, and use the matching check below. If execution or saving may have completed, inspect the result before trying again. A timeout does not tell you whether a change took effect.

Find the failed action

Keep the error text, time and timezone, Explore URL, and the action you took. If saving failed, leave the editor open and copy any unsent source edits into private notes before navigating away.

What happened?	Go to
The answer ran, but looks wrong	Verify the answer: check the definition, code, included rows and an independent result.
A workspace, datasource or table is missing, or a query is denied	Access and missing data
Test connection fails	Connection failures
Editing is blocked, a cell fails, or the session disconnects	Notebook and session errors
Execution finished, but saving failed	Saving errors
A Context or Git change is missing from the analysis	Context and Git issues

Make one relevant correction, then repeat the smallest check that shows whether it worked. Inspect existing cells, files, runs or datasource changes before repeating an interrupted creation, edit, upload, publication or execution. Completed effects can remain even when the response was lost.

Access and missing data

If an Explore or datasource is missing, confirm the signed-in account, workspace, saved URL and selected datasource. Ask the workspace administrator or Explore owner to review access if it is still unavailable.

Error or symptom	Check
`403` with `Datasource access denied`	Ask an administrator to check datasource permission for your account.
`403` with `No authorized credential for this datasource`	Check credential-use assignments from Everyone, roles, groups and direct grants.
`409` with `Multiple credentials are authorized for this datasource`	Check all effective assignments. You must have exactly one distinct usable credential; Default does not choose between them.
Connection works, but a table is missing	Check the database and schema, metadata permissions, and errors from adding tables in Context.
Table is listed, but its query fails	Check the SQL, table privileges and row-level policies for the database identity used by the query.

A query requires both datasource permission and exactly one authorized credential, including for administrators. Changing one group may leave another grant in place. Do not delete a credential just to clear a conflict. See credential selection, then test a small read from an approved table as the intended user. SELECT 1 checks connectivity, not access to that table.

Connection failures

Open Settings > Datasources and select Test connection for the saved datasource. If it fails, work with your database administrator to check the endpoint, port, database or schema, credentials, TLS and network policy. Use the relevant provider guide under Connect a datasource for its setup details.

If you are replacing connection details, enter the complete required configuration. Saved secrets are not shown in the form, and a failed test prevents the replacement from being saved. Connection tests and introspection explains what each test checks.

Once the connection is saved, check that the expected tables appear and run a small query as the intended user. A successful connection test alone does not establish table access.

Notebook and session errors

In Notebook, expand the failing cell's code and read its error. Fix that cell, run it, and inspect affected dependent cells and outputs. See Edit an analysis for the controls and Notebooks for execution errors.

Label or condition	What to do
Already open for editing	Select Back to view. Finish your other editor, or coordinate with its owner, before selecting Try again.
Automation using this explore	Select Back to view, wait for the automation to finish, then try editing.
Disconnected for inactivity	Select Reconnect in the notice, then check the restored notebook before continuing.
Kernel disconnected or Session expired	Preserve unsent edits and resolve any save error first. Reload to reconnect, then check the restored source and results. Live Python values may need recomputation.
A query connection or timeout error	Check the database connection and relevant network or VPN access. The error alone does not identify a VPN outage.
A query reports a text encoding mismatch	Contact support. Do not replace unreadable characters and treat the changed data as a successful result.
Execution is in progress	Wait for the active work's outcome rather than starting a duplicate run.
A request timed out or was interrupted	Inspect the run and its effects before retrying. Cancellation may not stop a remote warehouse query.

Close only sessions or environments you created or were asked to close. Do not close someone else's session to clear an editing conflict. For CLI and MCP resource errors, see Environments, sessions and runs.

To interrupt notebook cells, use Stop execution in the notebook toolbar. To stop an agent response, use the stop button in chat. Stopping work keeps the notebook open; check any completed changes before continuing.

Up to date, idle or a success flag does not establish that an answer is fresh. Disabled upstream cells can leave old values and outputs. Check which cells ran and inspect the result; Verify an answer shows how.

Saving errors

If you see Notebook save failed after execution, the code may already have run and changed the live notebook. Keep the session open. Inspect its cells and outputs, preserve useful source, and resolve saving before closing it. Do not recreate cells or replay authoring code to force a save.

After saving recovers, reopen the saved work and check its source and stored result. Stored output alone does not prove a fresh computation. See execution and saving.

For a stale file or publication conflict, compare the current source with your intended change before retrying. Do not force an overwrite of someone else's work. See publication and conflicts.

Context and Git issues

If a new definition is missing from the next analysis, first reopen its Context entry and check the saved body, metadata, datasource and file path. Add and improve context covers editing and review.

Next, check which files changed: canonical files or a selected working copy. Saving a working copy does not publish it, and publishing does not refresh other existing working copies. If Git is involved, inspect the commit, pull request and CI or publication outcome. An upload or opened pull request does not establish that canonical files changed. Follow Git and CI sync.

In the app's analysis conversation, send /reload alone and wait for Reloaded. This reads the session's current directory. It does not publish files, switch working copies, update their bases or rerun notebook cells. Inspect the next analysis and its executed result; loading a rule does not establish that the agent followed it.

Still missing? Check the selected datasource, context root, file format and loading errors in Check what loaded. If publication failed partway through, inspect the current files and status before retrying: some canonical files may already have changed. Ask the workspace maintainer to reconcile them using Files and versions.

Get support

Open Settings > Support and choose Start a chat or Send email. Send a small example that includes:

What you expected, what happened, and the shortest steps that reproduce it.
The time and timezone, Explore URL, interface, and any request, session or run ID shown.
The exact error and a relevant source excerpt or cropped screenshot.
What you checked, including whether a change may have completed or saving remains unresolved.

Remove passwords, tokens, keys, connection strings, sensitive rows and query parameters before sending. Keep full private evidence in an appropriate private location; do not post raw authentication state, logs or customer data publicly. A synthetic example with the same failure is useful when available. For security documentation, use the Trust Center; restricted material remains gated there.

After the fix, repeat the original action and inspect any saved changes to confirm recovery.