Logs and troubleshooting

Last updated 10 November 2026

Logs

Each run writes its log into a folder named logs inside the folder it read; for a run from your mailbox, inside the download folder. There are three files a day, info-<date>.log, warning-<date>.log and error-<date>.log; the last ten of each are kept.

The log names each file read and the bank and kind of document it was matched to, and counts what was read, skipped and written. Every file left out is listed under the rule that excluded it. A value Confirmation Mapper can't read is logged as a warning rather than guessed. Read the warnings after each run.

When something goes wrong

What you see	What to do
Map and Load Confirmations is greyed out	Your licence doesn't include Confirmation Mapper. See Activating your licence.
A message about the workbook	See The checks before each run.
Clicking the button seems to do nothing	The Bank Adaptor window couldn't start: on 32-bit Windows, or when antivirus software blocks it. Confirmation Mapper needs 64-bit Windows. Otherwise run the Repair Tool (see If GIAnalyzer doesn't load).
"The application is not licensed to run. Please contact support."	Your licence doesn't include Confirmation Mapper, or has expired.
"No running Excel instance found or Excel is unavailable."	The workbook was closed, or Excel restarted, while the window was open. Open the mapper workbook, keep it open, and run again.
"Missing required arguments. Operation cancelled."	The Bank Adaptor window was started some other way. Start it from the GIAnalyzer tab.
After Start, nothing changed in the workbook	Check that Excel was the output format, and that you closed the window: the workbook is updated when it closes. Then look in the error log.
A confirmation is missing	Look in the warning and error logs. Check that the PDF is directly in the folder, not in a subfolder; that it has text, not only a scanned image; and that no exception list excludes it. See What Confirmation Mapper reads.
An FX Rate cell is red on FXD1_C	The notional times the printed rate doesn't give the counter amount, within one unit: the rate on the confirmation was rounded. See The confirmation sheets.
From Inbox: "Mail folder '…' not found."	Enter the mailbox folder's exact name, such as Inbox, under Email folder in Mailbox settings.
From Inbox: no files were downloaded	Check the sender addresses, the subject words and the period in the settings. With IMAP, click Clear cache to read emails that were already looked at.
From Inbox: "Failed to connect to IMAP server…"	Check the host, the port and Use SSL, and that your network allows the connection.
From Inbox: another error	The message shows the error and asks whether to open the settings. Click Yes to check them.

Contacting us

Email us with the warning and error logs of the run, and, if you can, a copy of the PDF that caused the problem with the client's details removed.