Troubleshooting / FAQ

Inactive invitation link.

All invitation links are valid for only 48 hours after receiving them via e-mail. If you received your invite more than two days ago, please contact Service Support Desk. Please, remember to accept invite and sign in until invitation link expires.

Browser is not supported.

Recommended browser is Google Chrome (version Chrome.71 and higher). Please, install recommended browser and try again.

Metadada Modeller doesn’t display properly.

Metadata Modeller has the best performance with 100% screen resolution applied on your computer and 100% zoom in Google Chrome. Having different parameters can cause poor performance of the software.

Link to Metadata Modeller working environment is broken.

If link doesn’t open or shows any error, please be sure that you have a correct link. Contact Service Support Desk for getting a proper link to your working environment. If the link is right and Metadata Modeller still doesn’t load please clear all cache and restart your browser.

Access denied.

After signing in to Metadata Modeller you receive an error message “access denied”? Raise a ticket on our Service Support Desk and ask for assigning permissions. Please, mention an organisation, model and model version that you need to get an access to as well as kind of permissions.

Forgot your password?

Follow the steps in the password recovery procedure. You will receive an e-mail with all instructions in it.

Problems with application performance.

Metadata Modeller doesn’t work as it expected or you run into a bug/strange error? Please, raise a ticket on Service Support Desk, describe the problem and if possible, attach the link or make a screenshot. You will get a first response within the first 4 hours. Please, keep in mind that Service Desk working hours are from 8 AM to 5 PM CET/CEST from Monday to Friday excluding public holidays in Poland.

Metadata Modeller is blocked by browser or any other system in your organisation.

Please, check network settings. Required parameters for Metadata Modeller are:

·        Minimum 8 GB RAM available (recommended 16 GB RAM)

·        Port 443 open

Contact your internal IT Support in case of any problems.