Settings & Preferences Troubleshooting
Diagnostic procedures for settings persistence failures, SSO sign-in issues, data export delays, and account deletion for IAN Think.
Step-by-step fixes for problems with saving settings, SSO sign-in, data export, and account management. Find your symptom, follow the steps, get back to work.
Quick Diagnosis
Start here. Find your symptom, then jump to the detailed fix.
| Symptom | Most likely cause | First step | Section |
|---|---|---|---|
| Settings revert after saving | Browser cache or connectivity issue | Refresh the page and retry | Settings Not Saving |
| Can't get past the sign-in screen | SSO misconfiguration, network issue, or account not provisioned | Verify you're at the correct URL and SSO redirects properly | SSO Sign-In Failure |
| Data export email never arrived | Batch processing delay or email filtering | Wait 24 hours, then check spam folder | Data Export Not Received |
| Want to delete account | — | Export your data first, then contact support | Account Deletion |
1. Settings Not Saving
What you see: You change a setting, click Save, and it reverts to the previous value — or nothing happens.
Resolution
Try each step in order. Stop when the issue is resolved.
| Step | Action | Why |
|---|---|---|
| 1 | Refresh the page | The UI may be out of sync with the server |
| 2 | Change the setting again, click Save, and wait 5 seconds | Confirms whether the issue is intermittent |
| 3 | Check your internet connection | Settings changes require an active connection to persist |
| 4 | Try a different browser | Rules out browser-specific rendering or caching bugs |
| 5 | Clear browser cache (see below) | Removes stale cached data that may conflict with new settings |
| 6 | Temporarily disable browser extensions | Ad blockers and privacy extensions can intercept save requests |
Cache clearing by browser:
| Browser | Steps |
|---|---|
| Chrome | Ctrl+Shift+Delete → Clear cached images and files → Refresh |
| Firefox | Ctrl+Shift+Delete → Cache → Clear Now → Refresh |
| Safari | Develop → Empty Caches → Refresh |
| Edge | Ctrl+Shift+Delete → Cached images and files → Clear → Refresh |
If unresolved
Contact support with the following:
- Which setting you are trying to change
- What value you are setting it to
- Your browser name and version
- A screenshot if possible
Email: gss.sr@xceedance.com
2. SSO Sign-In Failure
What you see: You click Sign In but can't get past the login screen.
IAN Think uses Xceedance SSO (Single Sign-On) exclusively. There are no platform-managed passwords or standalone accounts.
Expected sign-in flow
| Step | What should happen |
|---|---|
| 1 | Navigate to IAN Think |
| 2 | Click Sign In — you are redirected to the Xceedance SSO portal |
| 3 | Authenticate with your Xceedance corporate credentials |
| 4 | SSO redirects you back to IAN Think automatically |
If any step fails, check the table below.
Common SSO issues
| Symptom | Cause | Resolution |
|---|---|---|
| SSO page won't load | Network or VPN issue | Check your internet connection; connect to the corporate VPN if required |
| "Account not found" error | SSO account not provisioned for IAN Think | Contact your IT department to request access |
| Redirected back to sign-in after authenticating | Session or cookie conflict | Clear browser cookies, then retry |
| "Access denied" error | Role or group not authorized | Contact your IT department to verify your SSO group membership |
| SSO login loops endlessly | Browser cache conflict | Try an incognito/private window, or clear cache and cookies |
Determining where to escalate
IAN Think does not manage SSO credentials. The right escalation path depends on the type of issue:
| Issue type | Who to contact |
|---|---|
| Password, MFA, or SSO portal issues | Your company IT department or your organization's SSO self-service portal |
| Provisioning, access, or IAN-specific errors | IAN support — include your Xceedance email address and a description of the error. Email: gss.sr@xceedance.com |
3. Data Export Not Received
What you see: You clicked Settings → Privacy → Export my data, but you never received the download link.
Resolution
| Step | Action |
|---|---|
| 1 | Wait 24 hours — exports are processed in batch, not in real time |
| 2 | Check your spam/junk folder — the email may have been filtered |
| 3 | Verify the email address on your account: Settings → Account — confirm it is correct |
| 4 | Request the export again: Settings → Privacy → Export my data |
If 48 hours pass with no email
Contact support with your email address and the approximate time you submitted the export request. Email: gss.sr@xceedance.com
4. Account Deletion
Account deletion is permanent and cannot be undone.
Before requesting deletion
| Step | Action |
|---|---|
| 1 | Export your data: Settings → Privacy → Export my data |
| 2 | Export any important chats as PDF or Markdown |
| 3 | Understand what is deleted: all chats, settings, preferences, and account metadata |
How to request deletion
Contact support and include:
- Your email address
- Confirmation that you understand deletion is permanent
- Whether you have already exported your data
Email: gss.sr@xceedance.com
Note: Deleting your IAN Think account does not affect your Xceedance SSO account. Your corporate credentials remain active for all other company systems.
Escalation
If none of the above resolves your issue:
- Note which setting or action you are trying to perform.
- Note exactly what happens (a screenshot helps).
- Note your browser name and version.
- Submit via Support & Escalation. Email: gss.sr@xceedance.com
Related Pages
| Page | Purpose |
|---|---|
| Settings & Preferences | Full settings feature reference |
| Sign In & Account Setup | Onboarding and SSO setup walkthrough |
| FAQ | Quick answers to common questions |
| Support & Escalation | How to reach a human for unresolved issues |