Overview
Most cube connection errors in Analytics Maestro are fixed by clearing the saved connection and reconnecting. This article shows you how to do that, and when to contact Centage Support instead.
Use this article if you see any of these errors when connecting to your Cube from Excel:
- An error occurred while trying to connect. You may not be authorized to access this cube.
- The connection either timed out or was lost.
- The remote server returned an error: (500) Internal Server Error.
- Catastrophic failure (Exception from HRESULT: 0x8000FFFF (E_UNEXPECTED))
These errors usually appear after clicking Connect in the Analytics Maestro Report Designer or Connection dialog.
Common causes
| Cause | What's happening | Fix |
|---|---|---|
| Incorrect or outdated password | Excel is using a saved password that no longer matches your Cube login | Fix 1, then Fix 2 |
| Connected to the old Cube during a redeploy | Excel still holds a connection to the previous Cube while a new one is being deployed | Disconnect, wait for the deployment to finish, then Fix 1 |
| Server-side issue | Centage could not complete the request (often a 500 error) | Contact Support |
Before you start
If the connection worked recently and nothing changed on your computer, the problem may be on Centage's side. A 500 Internal Server Error in particular means the server could not complete your request.
Before troubleshooting, check two things:
- Can you log into Centage in your browser? If Centage itself is down or slow, wait a few minutes and try again.
- Is your Cube being redeployed? If you are connected to the old Cube while a new one deploys, the connection will fail. Disconnect, wait for the deployment to finish, then reconnect. See Deploying Cubes.
If both look normal, continue with Fix 1 below.
Fix 1: Disconnect All and reconnect
Use these steps if you see either of the errors below. Disconnect All clears any stale or expired connection saved in Excel, including an incorrect password.
Incorrect password:
Lost or timed out connection:
- Open Excel and click the Analytics Maestro tab in the ribbon.
- Click Disconnect All.
- Make sure Clear the http(s) passwords is checked, then confirm.
- Close Excel completely, then reopen it.
- Click the Analytics Maestro tab and click Connect.
If you are prompted for your login, continue to Fix 2. If the connection succeeds, you are done.
Fix 2: Re-enter your connection details
After Disconnect All clears your saved passwords, you may need to enter your connection details again. You need three things:
| Field | Where to find it |
|---|---|
| HTTP Server Name | In Centage Settings (requires Centage Administrator access) |
| User Name | In your Welcome email from Centage Support |
| Password | In your Welcome email from Centage Support |
Enter the password carefully. An incorrect or outdated password is one of the most common causes of these errors. If you don't have these details or your password no longer works, ask your Centage Administrator or contact Centage Support.
For the full connection steps, see Connecting to your Cube in Centage Analytics.
When to contact Support
Contact Centage Support if the error continues after Fix 1 and Fix 2, or if you see a 500 Internal Server Error more than once. These usually need our team to check your Cube server.
Include the following in your request so we can resolve it faster:
- The full error text, including the timestamp
- When the issue started and whether the connection worked before
- Whether other users at your company see the same error
- Your Analytics Maestro version (shown in the error details)
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