Troubleshooting - Navigate and interact

This section describes problems that can occur when navigating in and interacting with Qlik Sense.

Icons in the hub are not displayed correctly

Possible cause  

The hub site is not recognized as a trusted site in Internet Explorer.

Proposed action  

Add the hub site as a trusted site in Internet Explorer.

Do the following:

1. In Internet Explorer, open Tools > Internet options.
2. Select the Security tab.
3. Click on Trusted sites.
4. Click on Sites.
5. Enter the website address for the hub in the text field and click Add.
6. Click Close.
7. Refresh the browser window.

I cannot access the hub

The hub is not accessible when using the shortcut or entering the URL in the browser address bar.

Internet Explorer 11 security settings

Possible cause  

An Internet Explorer 11 security setting blocks the shortcut.

Proposed action (Microsoft Windows Server 2008 R2 or Windows 8.1)

Add your computer to the local intranet zone.

Do the following:

1. In Internet Explorer, open Tools > Internet options.
2. Select the Security tab.
3. Click on Local intranet.
4. Click on Sites.
5. Click Advanced.
6. Enter https://<machinename>/ in the text field and click Add.
7. Click Close.
8. Refresh the browser window.

Proposed action (Microsoft Windows Server 2016)

Add the FQDN (Fully Qualified Domain Name) of the host to the trusted sites.

Do the following:

1. In Internet Explorer, open Tools > Internet options.
2. Select the Security tab.
3. Click on Trusted sites.
4. Click on Sites.
5. Click Add.
6. Enter the FQDN of the host in the text field and click Add.
7. Click Close
8. Click OK.
9. Refresh the browser window.

I cannot access the hub from the host machine

I am trying to access the hub from the same machine that hosts the Qlik Sense site, but I receive a 401.1 Access Denied error from the browser.

Possible cause  

Loopback security settings in Windows Server may prevent access using a fully qualified domain name (FQDN), from the same machine that hosts the Qlik Sense site.

Proposed action  

Access the hub using a localhost address: https://localhost/hub.

It is also possible to disable loop checking. For more infomation about this, refer to Microsoft support knowledge base article.

https://support.microsoft.com/en-us/kb/896861

I can access the hub, but I see no streams at all

Possible cause  

You have no access type.

Proposed action  

The Qlik Sense administrator needs to allocate you access or include you in a login access group.

See: Manage Qlik Sense sites: Managing user access

See: Manage Qlik Sense sites: Creating login access

I cannot access the hub in Internet Explorer 11 when using an IPv6 address

Possible cause  

This is a known limitation in Internet Explorer 11 when using IPv6 addresses in URIs.

Proposed action  

Use the recommended way of consuming IPv6 addresses in Microsoft Windows by converting IPv6 addresses to literal UNC addresses.

For example, an IPv6 address before conversion:

• fdf8:495:1688:1400::1032

After conversion to a literal UNC address:

• fdf8-495-1688-1400--1032.ipv6-literal.net

You can convert IPv6 addresses manually or use an online tool to do this automatically.

I cannot create or edit sheets and stories, or take snapshots

In some situations, you can make selections and navigate in an app, but not create new content.

Small screen device

Possible cause  

You are using a device with a very small screen (480 pixels wide or smaller).

Proposed action  

Open the app from a computer or a device with a larger screen.

See: Exploring apps on a small screen

Insufficient privileges

Possible cause  

You don’t have privileges to create content.

Proposed action  

The Qlik Sense administrator needs to give you privileges with the security rules.

See: Manage Qlik Sense sites: The security rule editor

I can access the hub, but I cannot see the streams I want to

Possible cause  

You don’t have access to the stream.

Proposed action  

The Qlik Sense administrator needs to give you access with the security rules.

See: Manage Qlik Sense sites: The security rule editor

A login dialog is displayed when I try to browse to the hub

Possible cause  

You are using Windows Server 2012.

Proposed action  

Log in using the dialog. After this, you will be able to browse to the hub.

I cannot use more than five web browser tabs

The page is not loading when I open more than five browser tabs from the hub.

Possible cause  

You are using Internet Explorer.

Proposed action  

Close one of the other tabs and reload the page. Alternatively, if you want to work with more than five tabs at a time, use another web browser.

Error message: App is already open

I am using Internet Explorer and the error message App is already open is displayed, when I try to open an app.

Possible cause  

The file did not close properly after being imported.

Proposed action  

Close Internet Explorer and open Qlik Sense again.

Error message: 403 Forbidden

When I try to open an app or browse the hub, the error message 403 Forbidden is displayed.

Possible cause  

• There are too many root certificates on the computer (> ~300), which entails that the Qlik Sense services are not allowed to communicate.
• You are trying to access a resource that you are not granted access to, according to the rule engine in the repository.

Proposed action  

Remove any unused root certificates. For more information, see the following Microsoft help articles:

Clients cannot make connections if you require client certificates on a Web site or if you use IAS in Windows Server 2003

SSL/TLS communication problems after you install KB 931125

Error message: 404 Not found

When I try to open an app or browse the hub, the error message 404 Not found is displayed.

Possible cause  

The URL refers to a non-existent resource.

Proposed action  

Close Internet Explorer and open Qlik Sense again.

Error message: Internal server error 500

The error message Internal server error 500 is displayed.

Possible cause  

An unidentified error has occurred.

Proposed action  

Check the system log files at the following locations:

• %ProgramData%\Qlik\Sense\Log\Proxy
• %ProgramData%\Qlik\Sense\Log\Repository

If the error message is displayed repeatedly, please contact your Qlik Sense representative and provide the system log files.

Error message: Untrustworthy Proxy SSL-connection/-certificate

When I try to open an app or browse the hub, an error message is displayed that the Proxy SSL-connection or -certificate is untrustworthy and I am asked if I want to make an exception and trust the certificate authority.

Possible cause  

The browser doesn’t recognize the root certificate as trustworthy since it is not a known certificate authority such as Thawte or VeriSign.

Proposed action  

• Accept making an exception and trusting the certificate authority by answering Yes to the question.
• Verify that you have installed a public SSL certificate (on server) since you need this to be able to use the default Qlik Sense certificate.

See: Manage Qlik Sense sites: Changing proxy certificate

I  cannot open Qlik Sense Desktop in my web browser

I cannot open Qlik Sense Desktop when typing the following in the browser address bar: http://localhost:4848/hub.

Possible cause  

You are using Microsoft Windows 10 and the web browser Edge.

Proposed action  

Use another web browser when using Microsoft Windows 10.

I cannot re-order items in app overview

I want to move sheets or stories in app overview but it is not possible.

Possible cause  

You are using the mouse on a hybrid device.

Proposed action  

Hold the mouse button pressed for a while before moving the slide.

Alternatively, use the touch screen instead and move the item by long-touch and drag.

I cannot use Qlik Sense on my iPad or iPhone

Possible cause  

One or more of the following can stop you from using Qlik Sense on your iPad or iPhone:

• Private browsing is turned on in your web browser. If you are browsing in private mode on an iPad or an iPhone, the local storage cannot be used and therefore Qlik Sense cannot be used.
• Cookies are disabled in your web browser.
• Your domain/IP number is not trusted.
• Your certificate is not trusted.

Proposed action  

Do one or more of the following to enable using Qlik Sense on your iPad or iPhone:

• Turn off private browsing in your web browser settings.
• Enable cookies in your web browser settings.

• Add your domain/IP number to the white list in Qlik Sense.

  See: Manage Qlik Sense sites: Creating virtual proxy

• Use a certificate issued and verified by a trusted Certificate Authority (CA). For self-signed certificates, add the root certificate for your CA to your iPad.

  See: Manage Qlik Sense sites: Certificates

The reading order is incorrect in my shared chart

The reading order in a shared chart has changed. For example, I shared a chart displaying right-to-left reading order, but now the reading order is left-to-right in my shared chart.

Possible cause  

The reading order setting has been changed in the app after the chart was shared.

Proposed action  

Make sure the correct reading order is turned on in the app styling settings, in the app the chart is shared from.

See: Activating right-to-left reading order