Troubleshooting

Find the symptom you're seeing, then follow the link for the cause and the fix. Problems with formulas (dynamic columns, aggregated fields, reference joins) have their own page: Troubleshooting formulas.

If you only view dashboards

Most of these problems aren't caused by your computer, and you can't fix them yourself. Find the page for your symptom and send it to your site owner (the person who manages the SharePoint site the dashboard is on).

To find your site owner, open the SharePoint site. On a team site, click the members count at the top right: owners are marked Owner. You can also try Settings (the gear icon) > Site permissions and look under Site owners. If you can't see either, ask your IT help desk who owns the site.

Contact support

If you have a paid Sintel BI licence and the pages here don't solve the problem, your site owner or administrator can contact Sintel support at info@sintelapps.com.

Install and update

Symptom	Page
"The server isn't responding" when opening a dashboard, or "Oops! Some Features Are Unavailable"	Server isn't responding
Updating the app in the tenant app catalog seems stuck on "Downloading from..."	Cannot update the Sintel BI app
A blank screen after the app was updated in the tenant app catalog	Blank screen when opening a dashboard

Opening dashboards

Symptom	Page
"The server isn't responding", or "Oops! Some Features Are Unavailable"	Server isn't responding
"Access denied" saying you don't have all the permissions required for Sintel BI, for everyone, or an error about the SintelBISPPrincipals list	SintelBISPPrincipals does not exist
"Access denied" or a warning for everyone after list permissions on the site were changed	Warning when opening a dashboard
"Access denied" for only one person or a few, while others open dashboards fine	Warning when opening a dashboard: one user or everyone?
The dashboard page stays blank	Blank screen when opening a dashboard
A form doesn't open from the navigation or from a grid	Cannot open forms in a dialog

Data

Symptom	Page
A widget shows "Whoops! An error occurred" instead of its data	Error displaying data on a dashboard
"There are more than 12 lookup columns visible" in the data source designer	Error viewing data in a data source
"The ... list contains an orphaned lookup column"	Error displaying data on a dashboard

Export

Symptom	Page
"Data source '...' is outdated" when exporting an app	Export: outdated data sources
The export fails with an error	Export: error
An export or import goes wrong with long or special-character field names	Export: long internal field names

Sharing

Symptom	Page
A dashboard shared with a SharePoint group doesn't appear for people who are in it through an Entra ID (AD) group, or an Entra ID group can't be found in Manage Access	Cannot share dashboards with Entra ID (AD) groups