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Troubleshooting

A short list of issues users hit, with the quickest fix.

Login problems​

"Invalid credentials"​

  • Confirm the email is correct (no extra spaces).
  • Click the eye icon to confirm what you typed.
  • Use Forgot Password? if you are unsure.

Login screen keeps showing Session Expired​

You were signed out elsewhere, or your tokens expired. Just sign in again.

KCFIS hangs on "Verifying session..."​

Refresh the page once. If it does not clear, sign out and sign in again. If it keeps happening, contact Support.

Upload and validation problems​

Upload fails with "Unsupported file type"​

Save the file as .xlsx (Excel) or .csv and retry.

Upload fails with "File too large"​

Split the file into smaller batches by entity or year, or contact support to confirm the limit.

Every row shows errors immediately after upload​

You probably uploaded the wrong template or your columns were renamed.

  1. Go back to Step 1 and click Download Template to get the latest version.
  2. Open both files side by side.
  3. Copy your data into the new template, column by column.
  4. Re-upload.

Validation seems stuck on "Validating"​

Wait 30 seconds, then refresh the page. If it stays stuck, contact support and share the submission ID.

A cell will not accept a value​

It is probably a dropdown column. Allowed values are listed in BTR Template reference. For climate markers, only 0, 1, 2 are valid.

Submit / approval problems​

Submit for Review is greyed out​

You still have errors. Look for red cells; some columns may be off-screen — scroll horizontally. The error counter at the top shows the remaining count.

I cannot find the submission I sent for review​

Open Submissions and filter by Status = In Review or Approved by Reviewer.

I rejected something by accident​

Open the rejected submission again as the next-up reviewer/administrator and approve it; the rejection comment will remain in the Approval history for transparency.

Reporting problems​

Report stays in Generating for a long time​

Most reports complete within a minute. For very large combined reports, allow a few minutes. If it stays in Generating beyond that, refresh the page and contact support.

Download click does nothing​

  • Confirm the report status is Completed.
  • Check your browser is not blocking downloads from the KCFIS site.
  • Try a different browser.

Display issues​

The sidebar takes up too much room​

Click the small chevron on the right edge of the sidebar to collapse it. KCFIS remembers the choice across sessions.

Charts are blank on the Dashboard​

Either there is no Locked data yet, or you are looking at a chart for which no data exists for the breakdown. See Charts explained.

When to contact support​

If anything above does not match what you see, or the suggested fix does not work, gather:

  • Your email and role.
  • The screen URL.
  • A screenshot.
  • The submission/report ID if relevant.

Then use the channels in Getting help.