Documentation

Troubleshooting

Common product, notebook, runtime, sign-in, and billing problems and what to do next.

The Add-in Opens but Code Does Not Run

  • Confirm the add-in opened normally and a notebook is open with a visible code cell.
  • Retry with a minimal Python snippet instead of a larger document workflow.
  • Wait 30–60 seconds on the first run while the runtime initializes.
  • Note the Word client involved: Windows, Mac, or Word Online.
  • If the session looks stuck, see Session stuck / kernel busy below.
  • Capture the visible error text and send it to support if the problem persists.

Kernel Won't Start / First Run Hangs

  • Wait at least 60 seconds on the first code execution — InkRider downloads runtime components on first use.
  • Refresh the add-in pane (close and reopen InkRider in Word).
  • Try a minimal cell: 1 + 1
  • Restart the kernel from Application Settings or the Session Manager.
  • See JupyterLite Runtime for browser-runtime limitations.

Code Runs but No Output Appears

  • The last expression in a cell is displayed automatically. Use print() for explicit text output.
  • Confirm the cell language is Python (not Markdown or Raw).
  • Check whether output visibility is toggled off on the cell toolbar.
  • Re-run the cell after fixing upstream cells that define variables it depends on.

Package Not Found (ModuleNotFoundError)

On JupyterLite (default runtime):

import micropip
await micropip.install("package_name")

If the package requires C extensions, it will not work in JupyterLite. To use that package, you'd have to witch to an external Jupyter Server (Pro feature).

On Jupyter Server: install the package in that environment with pip or conda, then restart the session.

Import Notebook Failed

  • Confirm the file is valid .ipynb JSON (open it in a text editor to check).
  • For clipboard import, paste the raw JSON, not a file path.
  • Very large notebooks may hit storage limits — see Virtual Filesystem.
  • See Importing Notebooks and Files for supported import methods.

Anchor Not Updating

  • Re-run the cell that owns the anchor.
  • Check whether the anchor is frozen (frozen anchors do not update on re-run).
  • Look for a drift indicator — someone may have edited the anchored text manually in Word.
  • See Cell Anchoring for full anchor management.

Anchor Drift Warning

A drift warning means the text in Word no longer matches what the cell last produced. This usually happens when someone edited anchored content by hand.

Session Stuck / Kernel Busy

  • Open the Session Manager and interrupt or restart the affected session.
  • Close unused sessions to free resources (JupyterLite supports up to 3 parallel sessions).
  • Restart the add-in if the session will not respond.
  • See Runtimes and Kernels — Session Management.

Out of Memory / Browser Tab Crashed

  • Restart the kernel to free memory.
  • Reduce data size in your notebook (sample large datasets).
  • Avoid infinite loops — InkRider's Resource Watchdog may terminate runaway cells.
  • For large data workflows, use an external Jupyter Server.

Jupyter Server Connection Failed

  • Confirm the server is running (jupyter server --no-browser).
  • Check the Base URL and Token in Application Settings → Runtime.
  • Use http://localhost:8888 for local servers; use HTTPS for remote servers.
  • CORS errors: configure your Jupyter Server to allow the add-in origin.
  • HTTP 403: verify the token is correct and has not expired.
  • See Using an External Jupyter Server for full setup.

Notebook Disappeared After Browser Change

Notebooks stored in IndexedDB are tied to your browser profile. They do not automatically transfer to a different browser or machine.

  • Embed notebooks in the .docx for portability — see Embedding Notebooks in DOCX.
  • Export notebooks to disk from Asset Management.
  • Import them again on the new browser.

Can't Find the Add-in in Word

  • Go to Insert → Add-ins and search for InkRider.
  • On Word Online, add-ins may require admin approval for your organization.
  • Confirm you are using a supported Word client.
  • Contact your IT administrator if the add-in is not available in your tenant's catalog.

I Cannot Sign In

  • Double-check the email address you used.
  • Use the password reset flow once to confirm mail delivery and account recovery.
  • Try again in a fresh browser session if the auth state looks stale.
  • If it still fails, send support the account email and the exact error text.

I Never Received the Email

  • Check spam, junk, and filtered folders.
  • Confirm you are looking at the same address used during signup or reset.
  • Retry the action once to trigger a fresh email.
  • If nothing arrives, contact support with the account email and the approximate time of the request.

My Billing or Plan State Looks Wrong

  • Open the subscription page and review the visible plan state first.
  • Compare the account email and expected plan against what you purchased or were granted.
  • If you used a tester voucher or discount code, mention that in the support request.
  • Email support with the account email, expected plan, and a short description of the mismatch.

I Need Help Fast

Include these details in the first message:

  • account email
  • Word client used
  • runtime in use (JupyterLite or Jupyter Server)
  • page or workflow involved
  • expected result
  • actual result
  • error text or screenshot

For notebook-specific help, also mention:

  • whether a notebook is embedded in the document
  • the cell language and a minimal code snippet that reproduces the issue