Excel Sheet: Troubleshooting Common Issues

Issue: Connection Failed or Authentication Error

Possible Causes:

• Incorrect Microsoft account credentials.

• Expired password.

• Multi-factor authentication (MFA) issues not handled during the authentication flow.

• Conditional access policies enforced by the IT department.

• Temporary outages in Microsoft services.

Solutions:

• Verify Microsoft username and password.

• Ensure the Microsoft account is active and not locked.

• If MFA is enabled, confirm that all prompts are completed successfully.

• Sign out of the Microsoft account in the browser, then attempt the connection again to initiate a fresh login session.

• Check the Microsoft 365 Service Health Dashboard for any ongoing issues affecting authentication or OneDrive/SharePoint access.

• Consult the IT department if conditional access policies may be interfering.

Issue: Data Not Updating in the Excel Sheet

Possible Causes:

• The agent is disconnected.

• The specific worksheet or file path has changed.

• The Primary Key column was altered or deleted in Excel.

• A background synchronization service issue.

Solutions:

• Verify that the agent is connected and active in the PortPro AI Marketplace.

• Confirm that the Excel file has not been moved, renamed, or had its permissions changed in a way that blocks access.

• Ensure the worksheet name matches the configuration set in the agent.

• Check that the Primary Key column exists in the Excel sheet and contains unique values.

• Review agent logs or status indicators for any error messages.

Issue: Data Being Overwritten Unexpectedly

Possible Causes:

• Triggered by the polling feature when a newly added row contains a Primary Key that already exists in TMS. In such cases, TMS is treated as the single source of truth.

Solutions:

• Recognize that if a new row in Excel contains a Primary Key already present in TMS, the agent will overwrite that row with data from TMS by design, ensuring consistency with the master source.

• To add new, unique records, assign a Primary Key that does not already exist in TMS.

Issue: Performance Issues or Slow Synchronization

Possible Causes:

• Very large Excel files.

• High volume of changes in TMS.

• Network latency.

• Processing power limitations of the agent.

Solutions:

• Optimize the Excel file by removing unnecessary data, formatting, or complex formulas from the synced sheet if possible.

• Ensure a stable, high-speed internet connection.

• When dealing with large datasets, consider filtering the data being synced to only essential records.

• Allow additional time during initial synchronizations or after large data changes, as the system ensures all data is accurately transferred.