Summary: Quickly resolve common issues related to login, models, file uploads, and performance.

In this article

• Error messages and fixes

• Login and access issues

• Model issues

• File upload issues

• Performance problems

• When to contact support

🔴 Error Messages and How to Fix Them

“An update to Mosaic is required”

What it means: The app updated while you had it open
Fix:

• Refresh your browser (Cmd + R or Ctrl + R)

💡 Your work is auto-saved — you won’t lose progress.

“An unexpected error has occurred”

What it means: A temporary application error
Fix:

1. Click Return to Home

2. Reopen your model

3. Retry your action

➡ If it happens repeatedly, contact support with details.

“Service unavailable”

What it means: Temporary server issue
Fix:

• Wait 1–2 minutes

• Retry the action

⚠ If it lasts more than a few minutes, check status or contact support.

“AI features are not enabled”

What it means: AI is disabled for your organization
Fix:

• Contact your Mosaic administrator

Validation errors (red field warnings)

What it means: A required or invalid input
Fix:

• Hover over the field to see the error

• Correct the value

• Use Show All Errors for a full list

🔐 Login and Access Issues

Can’t log in (password not accepted)

Fix:

• Check Caps Lock

• Reset password via Forgot password

• Use SSO if your organization requires it

MFA code rejected

Fix:

• Ensure device time is synced

• Use the latest code (codes expire quickly)

• Wait for the next code if needed

👉 See: Set Up Multi-Factor Authentication

“Your account is inactive”

What it means: Your account was deactivated
Fix:

• Contact your administrator

Logged out unexpectedly

What it means: Session expired due to inactivity
Fix:

• Log back in — your work is saved

📊 Model Issues

Model isn’t saving

Fix:

1. Check your internet connection

2. Refresh the page

3. Reopen the model

💡 Mosaic auto-saves — most changes should still be there.

Numbers look incorrect

Fix:

• Check recent input changes

• Look for validation errors

• Allow time for recalculation

Sensitivity tables are blank

Fix:

• Ensure a base case is selected

• Confirm input ranges are set (min/max values)

Excel export shows #REF! or #N/A

Fix:

• Re-export the model

• Open in Microsoft Excel (not Google Sheets)

📎 File Upload Issues

Upload fails immediately

Fix:

• Check file type (Excel, CSV, PDF, images supported)

• Ensure file size is under ~50MB

• Try re-uploading

AI extracted incorrect data

Fix:

• Manually correct values

• Upload a cleaner file

• Use structured data (Excel preferred)

⚠ Always review extracted values before saving.

PDF parsing is inaccurate

Fix:

• Use text-based PDFs when possible

• Avoid low-quality scans

• Use high-resolution scans (300 DPI+)

💡 For best results, upload Excel instead.

⚡ Performance Issues

App is slow

Fix:

• Close unused tabs

• Clear browser cache

• Use Chrome or Firefox

Page stuck loading

Fix:

1. Refresh the page

2. Clear cache

3. Retry

➡ If only one model is affected, contact support.

🆘 When to Contact Support

If the issue persists, include:

• Your email and organization

• Model or deal name

• What you were doing

• Screenshot or screen recording

Related Articles

• Set Up Multi-Factor Authentication

• Use the AI Assistant

• Export Models