First thing to try is select your Helium10 account in DataDive menu option
If this is not successful then most likely the issue is with H10's Cerebro not communicating. Either DD system is timing out because your Cerebro is not active or the cerebro download excel file function is not working.
To test and identify this, please run a test independent of Datadive
- create a multi-search reverse asin in cerebro
- download via excel
- confirm that file is downloading
Usually, you will find it's stuck at this point and the issue is a communication issue between Chrome and Helium10.
- Clear browser cache and cookies. Set to all time
- Log out
- Close browser
- Reopen, Log back in to H10 and DataDive
Here is a short video for reference
If you are still unsuccessful then we need to identify what part of your account is not working.
It is usually something to do with your google chrome profile and your PC blocking process.
Firstly - Please test by creating a test chrome profile like this demonstration - create a chrome profile and test your DataDive/H10 session to see if its successful.
Secondly - Test your account on another computer to test if you can produce a sheet successfully?
If the first test is successful then it indicates that your chrome profile still needs some cleaning up.
If the second test is successful then it indicates that there is something on your computer blocking the process like antivirus/malware or security settings.
This additional help guide has resolved users with antivirus software - click here
Please provide your results to email@example.com
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