Troubleshooting
Find a quick fix when a workflow gets stuck
Start with the most common checks for sign-in, imports, assistant responses, formulas, and sharing.
The first checks
Fix the simple things first
- Refresh the page and try the task again with a smaller range.
- Check that you are signed in to the account that owns the sheet.
- Confirm the file format and that the source opens normally in its original app.
- Look for a blank heading, merged cell, unusual date, or hidden row that changes the result.
- If the task is large, break it into an inspect step and a change step.
Common problems
What to check by symptom
The import looks wrong
Check delimiters, headings, dates, and the first few rows. Try a clean copy and keep the original file unchanged.
The answer is too broad
Name the sheet and range, state the output format, and ask one question at a time. See Prompting and Prompt Library.
The formula is not right
Check the references and edge cases, then compare one result by hand. The function reference can confirm syntax.
A colleague cannot work in the file
Review access, protected ranges, and whether the person is using the intended account or workspace.
When to contact support
Bring a useful description
If the problem continues, contact the team through support. Include the page you were using, the general task you tried, the file type, and the message or symptom you saw. Do not include passwords, one-time codes, or private spreadsheet data.
For plan questions, include the account email and billing context only through the secure support channel requested by the team. The FAQ may answer common questions immediately.
A quick reset
Try the smallest working version
When a workflow is difficult to diagnose, return to a blank sheet or a small copy of the data. Confirm that you can open the workspace, enter a few values, and complete one simple request. Then add the original file, range, or extra step back one at a time.
This approach separates a file problem from a request problem and gives support a clear point of comparison. Keep the message you saw and the general steps that led to it.
Before you send a report
Protect your account while asking for help
- Never send a password or sign-in code.
- Remove private rows and values from screenshots or examples.
- Describe the file type and general task instead of attaching the full workbook.
- Say whether the issue affects one sheet, one browser, or every attempt.
Sign-in and access
Separate account issues from sheet issues
If the workspace opens but a saved sheet, export, share control, or settings area is unavailable, check whether you are signed in to the right account. Guest work is intentionally limited to a current draft, while saved work and collaboration require an account.
If the account is correct, test the same action on a blank sheet. A blank-sheet test tells you whether the problem is related to the workbook, the selected range, or the account itself.
A useful support note
Describe what changed after each attempt
When you retry, change only one thing and note what happened. For example, record that the same request worked on a small range but not on the full file, or that a formula worked before a column was inserted.
This makes the problem easier to reproduce and prevents several unrelated fixes from being mixed together. It also helps you return to the last working version while support investigates.