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:
Close all Microsoft Office apps (Excel, Word, Powerpoint, OneNote etc.)
Follow the instructions from Microsoft: https://docs.microsoft.com/en-us/office/dev/add-ins/testing/clear-cache
Re-open Microsoft Excel
Contact Support
If the issue still persists, see Support.
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.
Legacy Excel version
Spark Assistant is only supported on the following Excel products.
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If your Excel version is outdated, you will see the following message:
To check your latest version, follow these steps:
On Windows:
Open Microsoft Excel
Select Account
Click About Excel
On Mac:
Open Microsoft Excel
Click Excel in the OS X menu bar.
Choose About Excel
Update your Office version to continue using the Spark Assistant!
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