Common Support Questions

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Question How do I change the name of a Module? Answer Log in to Anaplan. Click  the name of the model that contains the module for the name change. Click the Modules page under the Model Settings. Double-click on the module that you want to rename. This will place the name in edit mode for the module name. Enter the new name of the module and press Enter. Click  the Tab  button on the keyboard or  click  on another cell to save the new module name.
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Question I’ve received the following error message: “Failed to locate model (source model)” What causes it and what should I do to resolve it? How does it happen? You will see this error if you have performed the following: Create an import between two models within the same workspace. Import the target model to another workspace. Attempt to run or edit the import in the new model, or attempt to create an new import using the import data source that was created in step 1.  How do I resolve it? In the model which is showing the error, navigate to Settings > Source Models. Select the model which is the source of the import (note: the preceding workspace name will be incorrect). Click Edit Mapping; you will see the following warning at the top of the selection dialog box: "Original source model is not available." Select the workspace the source model is in from the dropdown, and then select the source model and click OK. Retry the import action, and it will now reference the correct source model. Please  contact Anaplan Support with any further questions. 
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When I log in I see the message "You Have Successfully Logged in to Frontdoor" and a blank screen. What should I do?
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These are some common questions regarding Anaplan workspaces. Please review the information below and follow the instructions to troubleshoot your issue. If after doing so you still have questions or experience difficulties, please contact Support.
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These are some common questions regarding copying models. Please review the information below and follow the instructions to troubleshoot your issue. If after doing so you still have questions or experience difficulties, please contact Support.
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These are some common questions regarding Application Lifecycle Management (ALM). Please review the information below and follow the instructions to troubleshoot your issue. If after doing so you still have questions or experience difficulties, please contact Support.
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If you are having difficulty with importing, this guide will walk you through some steps to help you identify and resolve your issue. Start with Option 1, and only proceed to Option 2 and then Option 3 if the preceding steps do not resolve your issue.
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Actions are required by Anaplan workspace administrators to update your Anaplan environment to support TLS versions 1.1 or 1.2. Why is this change necessary? Transport Layer Security (TLS) is a security protocol that provides privacy and security to applications that communicate with each other over a network. This protocol ensures that connections are made between the intended end points using encryption and identity verification. As an older version, TLS 1.0 has several security vulnerabilities that are fixed in TLS 1.1 and 1.2. As a result, it is now considered standard security practice to disable TLS 1.0 for websites, web applications, and APIs and only support TLS 1.1 and TLS 1.2. We are confident the improved security provided by transitioning support solely to TLS 1.1 and 1.2 is worth the minor inconvenience created by this change. Actions required to avoid any disruptions to your Anaplan experience. This change is effective as of October 7, 2017. If you have not carried out these steps, please do so as soon as possible to ensure that your organization is not affected. Note that after this change, devices that run on iOS 8 or older and Android 5 or older are no longer supported. Upgrade Anaplan Connect to Java 8 if your organization uses Java 6.x or 7.x with Anaplan Connect. Test clients such as Anaplan Connect or custom integrations against the API URI with TLS 1.0 disabled.  Upgrade browsers that do not support TLS 1.1 or higher. Upgrade Anaplan Add-ins for Microsoft Office. Below you’ll find additional details for each action item: Step 1: Upgrade Anaplan Connect to Java 8  Upgrade to Java 8 using one of these options if your organization uses Java 6.x or 7.x with Anaplan Connect:  Option 1: Write a shell script that sets the JAVA_HOME environment variable to the location of the Java 8 Runtime Environment you want to use.  Option 2: Contact Anaplan Support for a script to replace AnaplanConnect.bat or AnaplanConnect.sh. The replacement script ensures that you are using a supported version of Java for Anaplan Connect. Option 3: If you have already installed Anaplan Connect, create your own replacement script: Navigate to the Anaplan Connect directory. For example, on Windows the directory might be C:\anaplan-connect-1-3-3-3. Make a backup copy of the script that calls Anaplan Connect: Windows: Make a copy of bat and name that backup copy AnaplanClient.bat-OLD. Linux/UNIX/MacOS: Make a copy of sh and name the backup copy AnaplanClient.sh-OLD. Edit the script that calls Anaplan Connect: Windows:In bat replace "%JAVA%" with the version directory of Java 8 to use for Anaplan Connect. Linux/UNIX/MacOS:In sh to replace "${java}" with the version directory of Java 8 to use for Anaplan Connect.   Windows .bat file Linux/UNIX/MacOS .sh file Original: rem Start the Java virtual machine "%JAVA%" %JAVA_OPTS% -classpath "%CP%" com.anaplan.client.Program %* # Start the Java virtual machine exec "${java}" ${JAVA_OPTS} -classpath "${classpath}" com.anaplan.client.Program "$@" Change to Java 8: rem Start the Java virtual machine "C:\Program Files\Java\jre1.8.0_66\bin\java" %JAVA_OPTS% -classpath "%CP%" com.anaplan.client.Program %* # Start the Java virtual machine for MacOS involves /Library exec "/Library/Java/JavaVirtualMachines /jdk1.8.0_60.jdk/Contents/Home/bin /java" ${JAVA_OPTS} -classpath "${classpath}" com.anaplan.client.Program "$@" The directory name on your computer might differ from these examples. For more information, see Data Integration on Anaplan Community. Step 2: Test Clients You can test clients such as Anaplan Connect or custom integrations by changing the API URI in your scripts to a URI that has TLS 1.0 disabled. This verifies whether your clients work with TLS 1.1 or higher. To test your custom scripts: Replace the API URIs in your custom scripts with the API test URI. For instance: -service https://api2.anaplan.com. Run the scripts and confirm whether they ran successfully. (Note that because the test API server is used to verify if your client works on TLS 1.1+, you only need to send basic API requests from their client and not large volumes of data.) Step 3: Upgrade Browsers Upgrade browsers that do not support TLS 1.1 or higher. We recommend using the latest versions of Internet Explorer, Mozilla Firefox, Google Chrome, or Apple Safari. Step 4: Upgrade Anaplan Add-ins for Microsoft Office We have released a new version of both the Excel and Powerpoint Add-ins. Previous versions that use TLS 1.0 are no longer able to access Anaplan. If you still have previous versions, please follow the prompts to automatically download and update to the new version the next time you open Excel or Powerpoint. If you don't receive prompts or you prefer to download the latest versions manually, you can do so from the Anaplan Downloads form. Questions, Comments, or Concerns? Feel free to contact us at support@anaplan.com for further assistance.
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Question How can I mass delete data from a Module? Answer Log in to Anaplan. Click  the name of the model that contains the module for mass data deletion. Create an import with all "0s" (from Number-formatted cells) OR a blank value as follows: Export the module. Paste all blank values in the module. Import the changed module back into the model. Run the import. If this is an action you will have to do often, consider using the  Delete from List Using Selection  action as a resolution.
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What is Case Portal? Case Portal is a new and enhanced way to submit support cases.
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The  information you have entered does not match our records.  If you feel you have received this message in error, please contact  Support@anaplan.com
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If you require whitelisting to connect to Anaplan, please use the following information. Please note that this information is subject to change without notice. Please refer to this page in the future for any updates to this list. Please consult your internal administrators prior to making any adjustments to your internal whitelist.
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When copy/pasting a cell value, Anaplan uses the browser language settings to set the decimal separator. If the copied number has a different format from the one set for the Line Item, users receive the error above. To resolve this error, users need to change the browser language to match the number format of the Line Item. For example, if the Line item has a format -1,234.57, change the browser language to English (United States): To change the browser locale follow these steps: MS Internet Explorer (IE): Uses the decimal separator set in System Settings Go to the   Control Panel Select Clock Select   Language Select   Region Select   Format Google Chrome: Uses the decimal separator set in browser Settings Go to the   Advanced Settings Select   Languages Select   Language and Input Settings  Select   Add Select   Display Google Chrome   in the language   Firefox: Uses the decimal separator set in browser Settings Go to   Options Select   Content Select   Languages Select   Choose If you change the browser locale, also be sure to verify that the browser is up to date with the most current version. If you continue to experience issues after attempting these steps, please contact Anaplan Support. 
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Why is conditional formatting disappearing from modules after setting the conditional formatting rules?
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As many Anaplan users know, running large calculations or large imports/exports can, in certain instances have, a significant memory overhead on the Anaplan service. When this happens the Anaplan service needs to free up memory in order to remain healthy. Some users may have received the "Service Temporarily Unavailable" page in the past, which indicates the server is under particularly heavy load and is working to free up memory.
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View a short video regarding SSO Troubleshooting. Additionally, click here  if you are able to log in, but do not see any models listed.
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These are some common questions regarding data importing and exporting. Please review the information below and follow the instructions to troubleshoot your issue. If after doing so you still have questions or experience difficulties, please contact Support.
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If your model seems to be running slowly, please review the common questions and answers below related to model slowness and follow the instructions to troubleshoot your issue. If after doing so you still have questions or experience difficulties, please contact Support.
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The Anaplan Academy offers many opportunities for training in both on-demand and in-person environments. During your training, you may have questions or encounter challenges with assignments. Please review the information below and follow the instructions to troubleshoot your issue. If after doing so you still have questions or experience difficulties, please email academy@anaplan.com.
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We provide information regarding all Anaplan updates, new platform enhancements, infrastructure updates, and improvements to extensions and add-ons on the Platform Releases Blog. You can subscribe to receive automatic updates whenever new content is posted. Additionally, you can participate in Platform Release Discussions , view the Release Calendar , and preview Upcoming Features .
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Review this video for common questions about SSO Troubleshooting
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These are some common questions regarding dashboard synchronization. Please review the information below and follow the instructions to troubleshoot your issue. If after doing so you still have questions or experience difficulties, please contact Support.
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View a short video regarding issues accessing Anaplan
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Users may encounter error and warning messages in PlanIQ. This article includes descriptions of the messages and details what should be done in order to address them, where applicable.
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