Explore solutions to common error messages and troubleshoot issues that you’re currently experiencing, including workspace access issues.

Error message standard details

The details of an error message (as shown in the image below) contain standard information about the user, model, workspace, time, and machine configuration.

A standard error message screen that displays the key sections explained in the text following the image.
A standard error message screen that displays the key sections explained in the text below.

errorReference
This shows the unique identifier assigned to this error. Support will use this as a reference identification to further research the error.

userId
Unique user ID in Anaplan.

workspaceId
This data identifies the workspace associated with the error. Support will use this workspace ID to examine details of the workspace during the error.

modelId
This data identifies the model associated with the error. Support will examine the details of the model and may request a copy of the model for more complex issues.

userAgent
This data displays information about the computer, operating system, and browser that was being used.

locale
This data displays the language and location. In this example, “en-us” indicates English-United States. This information is dictated by the browser settings.

quirks
This field reports if the browser is being used in compatibility mode. 

False = No

True = Yes

clientTimeNow
This data is a time and date stamp that the error occurred. Support can use this information to research activity at the time of the error.

sessionid
This field displays the unique serial number for the current session.

path
This displays the core number for the workspace.

Understanding common error messages

In addition to the standard error data, the "error details" information also includes specific error information for your issue. If you're able to take a screenshot of these error details, you can attach the image when you submit your case in the Support portal. This will help us resolve your issue more quickly.

Before you contact Support, please check this list of common error messages and our suggestions to troubleshoot them.

Invalid authentication method

The details of what an error message about an invalid authentication method would contain.
The details of what an error message about an invalid authentication method would contain.
  • It's common to see this error if you've attempted to access a workspace or model using an incorrect login method (for example, with an Anaplan login rather than single sign-on).
  • Support will advise you of the correct login method.

Transport exception

An image of the type of message a customer might encounter with a transport exception error.
The type of message you might encounter with a transport exception error.

This error could be caused by:

  • Brief, local connection problem
  • Larger network connection problem
  • Browser issues

Troubleshooting:

  • Check internet connection.
  • Clear browser cache and cookies.

Insufficient memory to open model

An image showing the type of message you might encounter if you have insufficient memory to open a model.
The type of message you might encounter if you have insufficient memory to open a model.

This error may occur when opening a model and the total amount of memory in use exceeds 130 GB.

Typical causes:

  • Too many models open at the same time (same or different workspace)
  • Large imports or processes using memory (as importing data isn't accounted for in the model size before import)

Rollback

  • Rollback: model rolling back to a last-known stable/good state because the attempted process isn't accepted by Anaplan.
  • Rollback error: displays the blue toaster icon to users in the workspace. 
A message explaining that the system is currently processing changes.
Rollback error toaster icon
  • Primarily caused by incorrect formulas — a long formula may have a rollback that locks up a workspace.
  • In the event of repetitive rollbacks, the workspace may become locked and Support will need to unlock it.