> For the complete documentation index, see [llms.txt](https://docs.coherent.global/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.coherent.global/the-spark-assistant/troubleshooting.md).

# Troubleshooting

## Unable to view Spark Assistant

### Excel app cache

Microsoft Excel stores a lot of cache in its memory to provide a better journey for its users. Caching is used for usage analytics, providing results back to Microsoft as well as learning about the end user's behavior. The cache can also cause performance issues, slowness in your file, and unexpected behavior around version updates (including that of the Spark Assistant).

To clear your cache:

1. Close all Microsoft Office apps (Excel, Word, Powerpoint, OneNote etc.)
2. Follow the instructions from Microsoft: <https://docs.microsoft.com/en-us/office/dev/add-ins/testing/clear-cache>
3. Re-open Microsoft Excel

### Contact Support

If the issue still persists, see [Support](/support/support.md).

## Unable to log in

There might be several reasons why you are unable to log in to the Spark Assistant. Check out a few and their solutions below:

### Incorrect login details

Users need to use the same login credentials as Spark to be able to enter their account on the Spark Assistant

If your credentials are incorrect, the login screen will display the message: `Invalid username or password.`

### Incorrect Spark URL

Spark Assistant is only available to our SaaS users. On-prem users will need to specifically ask their Coherent representatives to allow access to the Spark Assistant.

If after entering your Spark URL, you see an error, this might be the reason why!

For any queries regarding the Spark URL, please contact Coherent through the Service Desk link at the bottom of the page.

<figure><img src="/files/uGsDWMVKglPvd5HTzKCY" alt=""><figcaption></figcaption></figure>

### Legacy Excel version

Spark Assistant is only supported on the following Excel products.&#x20;

* Excel 2019 or later on Mac
* Excel on Mac (Microsoft 365)
* Excel on Windows (Microsoft 365)
* Excel on the web

If your Excel version is outdated, you will see the following message:

<figure><img src="/files/IgitNXsuZbxqCMFhiEFK" alt=""><figcaption></figcaption></figure>

To check your latest version, follow these steps:

#### On Windows:

1. Open Microsoft Excel
2. Select **Account**
3. Click **About Excel**

#### On Mac:

1. Open Microsoft Excel
2. Click **Excel** in the OS X menu bar.
3. Choose **About Excel**

Update your Office version to continue using the Spark Assistant!


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