Troubleshooting
The messages and symptoms you can meet in Haruno for Mac, grouped by task, with what each means and what to do.
How to use this page
Search this page (⌘F in your browser) for a few words of what Haruno shows you: messages are quoted exactly. Where the app shows only a short label, such as apply failed, the row lists the causes to check, most likely first. Where the app cannot do the fix yet, the row sends you to support.
First, check that you have the current Haruno for Mac
If your sidebar has no Portfolio row at the top, you have an earlier version: choose Haruno ▸ Check for Updates… before anything else.
Problems with the books and problems with chat are separate
Adding files, drafting the mapping, closing, reopening and the reports run on your Mac, send nothing, and need no sign-in, connection or AI allowance; chat, dictation, scheduled tasks, connectors and the questions Haruno drafts after a close need all three; Sync from QuickBooks needs a sign-in and a connection, and waits while your allowance cannot pay. So a usage limit or a sign-in problem never stops a close, and signing in again does not fix a failed close.
Reading Haruno's messages
- Messages from the books (review rows, close messages) and some sign-in messages are in English whatever the app language.
- In them, client means company, spec means the mapping, ingest means reading a file in, and BS and PL mean the Balance Sheet and the Profit and Loss.
- A command or a full file path in a message does not ask you to use either.
- Read unformatted amounts such as 6600.0 as $6,600.00.
- Where a message names a place you cannot find, such as Settings ▸ Advanced ▸ Security in the normal view, the row gives the place that works.
- ‹Company› and ‹file name› stand for the names Haruno fills in.
Installing and signing in
Sign-in happens in your browser: approve this Mac within five minutes, on an account with fewer than five computers signed in. Steps: Install Haruno on your Mac.
Installing and updating
| What you see | What it means | What to do |
|---|---|---|
| Haruno does not open on this Mac | It needs Apple silicon and macOS 15 or later. There is no Intel version. | Check Apple menu ▸ About This Mac. |
| After updating, the Portfolio is empty | Haruno does not pick up the folder an earlier version worked in. That folder is unchanged. | Click Import existing books… on the Portfolio and choose that folder. |
Closing the window, quitting and the app language: Closing the window and quitting and Languages.
Signing in
Sign in with Sign In… on the account row at the bottom of the sidebar, or in Settings ▸ General ▸ Account, which messages call Settings ▸ Account. A sign-in started from the account menu that fails shows “Couldn’t sign in” with one of the messages below; click Try Again or act on it. Steps and other messages: Sign in.
| What you see | What it means | What to do |
|---|---|---|
| “Couldn't start the session: no account credential was available.” or “You're not signed in. Sign in to Haruno in Settings (⌘,) to start.” | A chat started before sign-in finished, or while you were signed out. | Wait a moment and send again, or sign in. |
| “Could not start sign-in. Check your connection and try again.” or “Could not open your browser to finish signing in.” | Haruno could not reach the Haruno service, or no browser opened. | Check your connection and that your Mac has a default browser, then try again. |
| “Sign-in didn't complete. Please try again.” | No approval within five minutes, Deny or the device limit in the browser, or another failure. | Start again and click Authorize within five minutes. |
| You clicked Authorize, but the account row still reads Not signed in | Haruno waits five minutes; the browser page accepts Authorize for ten, so a late approval never arrives. | Start again from Haruno and approve within five minutes. |
| In the browser: “This sign-in request is invalid or has expired. Start again from the app.” | The page is over ten minutes old, or was already used. | Start sign-in again from Haruno. |
| In the browser: “Device limit reached — revoke a device on the Account page first.” | Five computers, Mac or Windows, are signed in to the account. | On the account dashboard (haruno.ai/dashboard), open Account and click Revoke next to a computer under Devices. Then cancel the waiting sign-in and start again. |
| “Could not complete sign-in. Please try again.” | The last step failed after you approved. | Start again. If it keeps failing, check whether Account ▸ Devices on the account dashboard lists five computers. |
| “Your sign-in was rejected. Sign in again in Settings (⌘,).” | This Mac's sign-in is no longer accepted, for example after it was revoked. | In Settings ▸ General ▸ Account, click Sign out, then Sign in to Haruno. |
| Haruno is signed in to the wrong account | The approval links this Mac to the account the browser is signed in to. | Sign out in Settings and on the account dashboard, then sign in again. Your books stay as they are. |
| You cannot sign in to the account dashboard with a password | The dashboard has no password sign-in. For an account set up with a password, Continue with Google with the same address does not link to it or create another account: it reads “This account needs help connecting to Google. Contact support to restore access.” | Click Continue with Google. If it shows that message, write to info@inferara.com. |
The secure-sandbox download
The sandbox is about 1 GB and needs about 5.5 GB free while it installs. Chat waits for it; your books do not. Its notice at the foot of the sidebar (above the chat box when the sidebar is hidden) has Retry: use it whatever a message says, because the normal view has no Advanced tab in Settings. More: The one-time secure-sandbox download.
| What you see | What it means | What to do |
|---|---|---|
| The send button is off, and its tooltip begins “Please wait — the secure sandbox is still being prepared.”, or a reply ends “Send again once it finishes — nothing is wrong, and this only happens once.” | The download is running. | Keep typing, and send when the notice goes away. |
| “Waiting for a network connection to download the secure sandbox (‹size›). …”, or a reply ending “Sandboxed sessions are blocked until it finishes.” | You are offline. | Reconnect. The download resumes by itself. |
| “The secure sandbox needs ‹X› of free space and this Mac has ‹Y›. …” | Not enough free disk space. | Free that space, then click Retry. |
| “Downloading the secure sandbox failed (HTTP ‹N›).”, “The downloaded secure sandbox didn’t match what this app expects (…) …”, “The secure sandbox couldn’t be written to disk: …” or “… couldn’t be prepared: …”, a send-button tooltip “The secure sandbox could not be prepared, so a message cannot be sent yet. …”, or a reply ending “Sandboxed sessions are blocked until it succeeds. …” | The download or the install failed. Haruno tries again by itself. | Click Retry to try now. If it keeps failing, contact support with the full message. |
| “The sandboxed engine couldn't start: ‹reason› …” | The sandbox did not start, and Haruno refused to run the assistant without it. | Send again. If it keeps happening, contact support with the full message. |
Companies and the Portfolio
If the Portfolio cannot read your books, it offers Try again; your companies stay in the books folder. Never edit, move, rename or delete anything in the books folder yourself. To remove a company, archive it; on a Mac you can then delete its data from Archived.
The Portfolio and the Books menu
| What you see | What it means | What to do |
|---|---|---|
| “We couldn't load your portfolio”, with “Try again. If the problem continues, …” or “Try again in a moment. …” | The books could not be read. | Click Try again, then quit and reopen Haruno. If it keeps happening, contact support. |
| “We couldn't load your portfolio”, with “Some portfolio data couldn't be read. …” | Data in the books is damaged, for example by an edit, move or deletion outside Haruno. | Put back anything you moved to the Trash, or restore the books folder from a backup such as Time Machine. |
| The Portfolio is empty after Delete local data… | Delete local data… erases the books. | Only a backup, such as Time Machine, brings them back. |
| The Portfolio is empty on another Mac, or a colleague cannot see your companies | The books stay on the Mac where they were set up; nothing copies them. | Work from that Mac, and share results as PDFs. |
| Books ▸ Import Exports…, Review Mapping… or Reopen Month… is missing | They show only while a company's page is open: Review Mapping… once it has a mapping, Reopen Month… once it has closed a month. | Open the company from the Portfolio (⌘1). |
Adding a company and its details
| What you see | What it means | What to do |
|---|---|---|
| “Your portfolio already has a company with that name.” | Capitals and accents don't make a name different. | Choose another name. |
| A name refused with a sentence such as “a client name cannot start with a dot — the folder would be hidden” | It must work as a folder name: not empty, at most 128 characters, no leading dot or character a folder cannot hold, and not ledger, cfo, dashboards or a Windows device name such as CON. | Change the name as the sentence says. |
| “This company already has reports in USD. Figures are never converted, so its reporting currency can't change.” | After the first close the reporting currency is fixed. The fiscal year-end can still change. | Nothing to do in the app. |
| You added a company by mistake, or stopped working with one | A company is archived first; only an archived company's data can be deleted, and only on a Mac. | Right-click the company ▸ Archive company, then Archive. It leaves the Portfolio and month-end closes; its books and history are kept, and Restore is under Archived at the foot of the Portfolio. To erase its books for good, click Delete Company Data… beside it there and confirm with Delete Data. If your subscription's company count should change, write to info@inferara.com. Don't delete its folder in Finder. |
| “Deletion could not be completed. Some data may already have been removed.”, with a reason under it and Retry Delete… beside the company in Archived | Part of the company's data could not be deleted. What was already deleted stays deleted, and the company stays in Archived until nothing is left. | Read the reason, then click Retry Delete… and confirm with Delete Data again: it finishes what is left. If it keeps failing, contact support with the full message. |
Importing books from an earlier version
Import existing books… copies an earlier review workspace into your books, all or nothing, and never merges, so import before you start closing in the app.
| What you see | What it means | What to do |
|---|---|---|
| “… is not a folder to import from”, “there is nothing to import in …” or “No file was copied.” | The folder could not be read as one, or is not your earlier workspace. | Choose the earlier workspace folder itself, and read any notes in the sheet. |
| “… is already a client in these books — …” or “… is already there — nothing was imported” | That company, or a file, is already in your books. | If the company in your books was added by mistake, archive it and delete its data from Archived on the Portfolio, then import again. If the import still stops, contact support. |
| A review form reads “This spec has no review sidecar beside it, …” | The imported mapping came without its review questions. | Draft the mapping again. That replaces every answer recorded in it. |
QuickBooks: adding a company and syncing
| What you see | What it means | What to do |
|---|---|---|
| “QuickBooks didn't finish connecting. Try again.”, “That was a different company.” or “An administrator of your organization adds QuickBooks companies.” | Intuit's sign-in was cancelled or not finished within ten minutes, or (when reconnecting) chose another company than before. Only an administrator connects a company. | Start again and finish on Intuit's page; to reconnect, choose the same company as before. If you are not an administrator, ask one to connect the company on the dashboard's QuickBooks page; it is then listed under Add company ▸ From QuickBooks. |
| “QuickBooks needs you to sign in again before it will answer for this company.” or “This company's QuickBooks connection was ended. Reconnect it to fetch its months again.” | QuickBooks no longer accepts the saved connection, so Sync and the scheduled sync skip the company. | Click Reconnect on the company's page and sign in on Intuit's page, then click Sync. If the page says an administrator does it, ask one. |
| “QuickBooks: no answer about this company's months. Try again in a moment.” or “QuickBooks is busy with other companies right now. Press Sync again in a minute.” | The fetch did not go through. The last message is also how a full usage limit reads to Sync. | Press Sync again after a minute. If it keeps failing, sign out and in again in Settings (⌘,), or wait for the reset if Usage shows a full limit. |
Every company message: Messages about companies. Loading messages: What the page shows and Messages. Connecting, reconnecting and syncing: QuickBooks Online.
Adding files
Most file problems have one fix: export again from QuickBooks Online as Excel (.xlsx), accrual basis, one column per month, through the month's last day, in the reporting currency, with QuickBooks' title and footer intact (export settings). A file Haruno cannot read stops every close, so remove a bad file early: Remove from Company is offered for any file before the company's first close, and afterwards for a file no close has read: one added or replaced since, one the mapping leaves out, one Haruno could not read and one the import refused. A file a close has read stays, because its figures are in the months already reported.
In the import result
| What you see | What it means | What to do |
|---|---|---|
| “Not an Excel (.xlsx), CSV or PDF file.” | Only .xlsx, .csv and .pdf files are added. | Export as Excel, or save the file as an Excel workbook (.xlsx). |
| “Saved as ‹name› 2.xlsx, beside the earlier file.”, with or without “The close reads it after that one, so its figures count.”, or “‹name› was already in the folder, so the new one is “‹name› 2.xlsx”.” | A file with that name was already there. Both are kept. When Haruno read the copy and the mapping reads it, the close reads it after the original, so where they share a month the copy's figures count, and the line says so; when every export of that statement shows when QuickBooks ran it, the later run counts instead. A copy Haruno could not read, did not recognize or has not analysed yet says only where it was saved: its label says the rest. | Nothing, for a corrected re-export. Otherwise export each month once, and remove the copy you don't want with Remove from Company where it is offered. |
| Copied · Couldn't read, with “Haruno couldn't read this file. …” | Password-protected or damaged, not really an Excel workbook, a CSV not saved as UTF-8, a sheet over 4,000,000 cells, two bases or currencies, or a PDF that is protected, a scan or over 32 MB. | Fix it in Excel or export again, and add the fresh copy. Remove the unreadable one with Remove from Company, on its row or, once a close has named it, on the close card. The pre-flight of Close month names it too, before you close. |
| “Read for its shape only — the saved values were stripped before this file was shared, …” | Its stored values are missing, usually because another program wrote the copy. | Ask for the original export, or open and save it in Excel, then add it again. |
| Copied · Format not recognized, Copied · Not in the mapping, Not claimed, or “No section of the mapping will name ‹files› …” | Not a report Haruno recognizes, for example one titled P&L, or a file the company's mapping does not read: “The company's mapping doesn't read this file, so the next close leaves it out. Draft the mapping again to include it.” | Export it again with QuickBooks' standard title, or remove it where Remove from Company is offered. For a file the mapping does not read, click Draft mapping again beside it, or on the Mappings tab, to include it. |
| Copied · Not used, or Copied · Another company's export | Not used: a report the books do not read by name (an A/R Aging Summary, say) or a PDF that is not a QuickBooks reconciliation report; its reason is under the name and nothing stops the close. Another company's export: the title names a different company than the earlier files. | Follow the reason. Remove another company's export from this company's Files tab and add it to the right company. |
| Files you dropped did not appear | Files dropped while an import runs, and web links from a browser, are ignored. | Wait for the import to finish, then add them again. |
Readings to check before you draft
Each file's row shows its title line, what Haruno read it as and when QuickBooks exported it. A wrong export shows here before it reaches a close: What the import tells you.
| What the row shows | What it means | What to do |
|---|---|---|
| Cash basis | Drafting does not check the basis today; the close refuses the company and names the file: “… is a CASH-basis export — investor reporting is accrual, and every figure derived from this would be wrong. Re-run the report on an accrual basis.” | Run the Balance Sheet and Profit and Loss again on the accrual basis, add them, and remove the cash-basis file where Remove from Company is offered. |
| A currency other than the reporting currency | Nothing is converted, so the close refuses the company. | Export in the reporting currency, or change it in Company details before the first close. |
| A period that stops before a month-end, such as September 1-23, 2026 | The partial month's column is skipped. | After the month ends, export again through its last day. |
| A Balance Sheet as of a day before the month-end, such as As of September 23, 2026 | Haruno does not import a balance dated before its month ends: it would stand in for the month-end balance. When every column is dated that way, the row says “The Balance Sheet on sheet '‹name›' is as of ‹date›, before ‹month› ends, so its balances aren’t imported. …”; the mapping can still be drafted from it, but the close stops on it and an approved company reads Not ready to close yet. A single early column beside month-end columns is left out with a note. | Run it as of the month's last day and add it, then remove the early one with Remove from Company, which Haruno offers for it even after a close. |
| Read as says Automatic (Financial statements), not Automatic (Profit and Loss) | Quarter, span or year-to-date columns, or a split by class, location or customer. It is not imported. | Export it undivided, one column per month. |
| Two Profit and Loss files, or two Balance Sheets | The draft reads the export that runs to the latest month and says in a note which one it left out: “‹file› and ‹file› are both a ‹statement›. The mapping is drafted from ‹file›, which runs to ‹Month Year›; both are read when a month closes.” The close reads both and, where they share a month, keeps the export QuickBooks ran last when every export of that statement shows when it ran; otherwise a same-name copy is read after the original. | Nothing, if the later export holds every month you need. Otherwise export the whole range as one report. A workbook with more than one sheet is not left out, and the draft refuses it (see Drafting the mapping). |
| A statement added as CSV | A CSV has no formulas, so lines such as Net Income can draft as accounts. | Export statements as Excel. CSV is right for Stripe and HubSpot. |
| “Sheet ‹name› is hidden in this workbook: it is read but never imported.” | Hidden sheets are never imported. | Unhide it in Excel, save, and add the file again. |
Removing or replacing a file
| What you see | What it means | What to do |
|---|---|---|
| No Remove from Company beside a file | A close has read that file, so its figures are in the months already reported. Haruno offers Remove for every file before the company's first close, and afterwards for a file no close has read: one added or replaced since, one the mapping leaves out, one a close could not read and one the import refused. The company page's Files tab lists them all. | Nothing in the app removes it. If it must go, write to support with the company and file name. |
| “Only a single file in this company's folder can be moved to the Trash here.” | What you tried to remove is a folder or a link, not a single file. | Contact support with the company's name and the item's name. Don't remove it in Finder. |
| No Add data area on the company's page | The Add data controls are on the company's Files tab once it has reported; Books ▸ Import Exports… works too. | Open the Files tab and drop files or a folder there, or click Upload files or Open a folder. Books ▸ Import Exports… takes files, not folders. |
| A file went to the wrong company | Every close of that company reads it. | Remove it with Remove from Company while no close has read it: before the company's first close, or if it arrived after the last close or the mapping leaves it out. Once a close has read it, write to support. |
| You edited the original file after adding it | Haruno works from its copy. The edited file you add is saved beside the old copy as ‹name› 2.xlsx, and the close reads it after the old one, so its figures count. | Add the edited file; before the company's first close you can also remove the old copy. Later, check that the edits reached the statement package or Restatements…; if not, write to support. |
| A budget, reconciliation workbook or aging added after approval is not read, and its row reads Copied · Not in the mapping | The mapping has no part for it; the close result says it was left where it is. | Draft the mapping again (it replaces every recorded answer; the dialog warns); next month's statements need no redraft. |
Every file Haruno refuses: Files Haruno refuses or skips. Removing a file.
Drafting the mapping
Draft the mapping needs one readable export each of the Balance Sheet and the Profit and Loss. Approve mapping needs the reporting currency and fiscal year-end. After approval, only Draft again redoes the layout, and it replaces every answer you recorded.
When Draft the mapping is unavailable or refused
| What you see | What it means | What to do |
|---|---|---|
| “None of these files is a Balance Sheet. …” (or a Profit and Loss, or both) | No readable export of that statement. One with quarter columns does not count. | Add it as Excel, with one column per month. |
| “A draft reads every file the same way, …”, or “‹N› files will be read, all of them as “‹kind›”.” | Read as is set on a file, and one reading applies to every file; two different ones stop the draft. | Set every file back to Automatic. |
| “none of these workbooks reads as a statement export …” or “'Sheet1' states no lines this importer can read” | Haruno recognized no statement. | Export the statements again as Excel, with their standard titles. |
| “… is a plain statement export, but a reporting-package workbook was already read into this draft — …” | Plain QuickBooks exports and your practice's own reporting package are in one company. | Set the company up from one or the other. |
| “two of these workbooks are the same statement (PL) — hand in one export per statement” (or BS) | Two exports of one statement are in the folder and at least one is a workbook with more than one sheet. The draft leaves out only a workbook that is a single statement export, so it cannot choose. | Export each statement as its own file, or export the range as one report, and remove the workbook with several sheets where Remove from Company is offered; otherwise contact support. |
Reviewing and approving
| What you see | What it means | What to do |
|---|---|---|
| Rows under Needs your attention, such as “‹file› matched no shape this importer knows — …” | What the row names is missing from the books, though it does not stop a close. | Act on the row, usually with a fresh export. |
| “the Balance Sheet states ‹no month end, or its dates› and the Profit and Loss ‹N› month(s), so ‹months› will close with no balance sheet — …” | The Balance Sheet gives no month-end balance for some of the months the Profit and Loss covers, for example because it was run as of a day before month end. Those months would be reported but left open, and adding a balance sheet to a closed month means reopening it. | Before approving, export the Balance Sheet with one column per month-end, add it and draft again. |
| “the export declares its amounts in ‹X› and this company reports in ‹Y› — …” | A file is in another currency. | Export it in the reporting currency, or change the currency if no month is closed. |
| “account '‹account›' is presented as '‹A›' on one statement and '‹B›' on another — …” | The statements place one account on different lines. | Pick the line in the row's Statement line picker. |
| “'‹caption›' (row ‹N›) states a figure this reader could not resolve …” | Haruno could not read that total's formula. | Export the statement as Excel, as QuickBooks produced it. |
| Approve mapping is unavailable, with “Set the reporting currency and fiscal year-end in company details before approving the mapping.” | The company has no reporting settings. | Click Company details… beside Approve mapping, choose both and click Save. |
| You want to rename a statement line | Only a line the draft named itself has a New name for this line field (a caption two sections share, or the operating-expense total, which must keep “operating expenses”); other lines keep QuickBooks' captions. After the first close none can be renamed: “… a line can only be renamed before the first close”. | Type the new name in that row before the first close, then approve. |
| You want to set useful lives, a depreciation method or a drift tolerance | No control yet: straight line and a $1.00 tolerance apply. Materiality is asked only with a reconciliation workbook; otherwise $1,000 applies. | Nothing to do in the app today. |
| Materiality or Capitalization threshold in Settings ▸ Books did not change a company's checks | They are suggestions beside questions that appear only with a reconciliation workbook. Given answers stand; no closed month is restated. | With a workbook, click the default's button beside the question and approve. |
Changing a mapping after approval
| What you see | What it means | What to do |
|---|---|---|
| A finding titled Active account is unmapped (high): “The account has imported facts and no mapping; every statement omits it. …” | An account opened after approval, or a renamed unnumbered one, has no line, so its balance is missing. | Open Findings & questions: straight after a close the finding offers Resolve… (if you have reopened Haruno since, click Re-run checks first). Choose the statement line the account belongs on (the sheet proposes the line of the nearest account by number, and none where no mapped account shares its first two digits), click Record answer, then close again. Figures in a locked month need that month reopened. |
| Draft again stops with “two of these workbooks are the same statement …” | The company holds two exports of one statement and one of them is a workbook with more than one sheet, which the draft does not leave out. The mapping is unchanged. | Remove the workbook with several sheets where Remove from Company is offered, or contact support with the company's name. |
| You cannot change an answer you gave, such as materiality | A written answer leaves the form. | In the form, only Draft again asks again, and it replaces every answer and exemption: note what you want to keep first. Or ask the assistant to change that value in the mapping. |
| After a mapping change, the close refuses a locked month: “‹Month› is locked, and this close would change ‹N› figures reported for it. Nothing was written. …” | The change moves a figure or a line in a locked month. | Click Correct… (or Reopen…) on the card, give a reason, then close again. |
Every mapping message: Messages you may see. See also What the app cannot do yet, Draft again and A new account appears in QuickBooks.
Closing a month
The Close month sheet's pre-flight writes nothing and marks each company Will close or Will not close. In the run, a company that fails stops alone and the others carry on. Findings never stop a close; statements that do not tie lock as reported with exception.
When the close cannot start
| What you see | What it means | What to do |
|---|---|---|
| No Close month… button, or no Books ▸ Close Month… | It appears once the mapping is approved (on the Portfolio, once any company has a mapping). The menu item is absent while Chat, Files or another page outside the books shows. | Approve the mapping, then open the Portfolio or the company's page. |
| “Set the reporting currency and fiscal year-end in company details before creating the first report.” or “Approve the mapping before creating the first report.” | A first-time company lacks those settings or an approved mapping. Its card reads Will not close with this sentence (and, on the Portfolio, an Open company link), and the companies that are ready still close. | Click Open company and finish setup there. Close month closes the companies marked Will close, by name; with none ready the button stays off. |
| “This close could not be checked.” or “The close did not run.”, with a sentence | It was refused before any company started. | Deal with what the sentence names. If another job is running, wait. |
| “another close is running” | One close or mapping draft runs at a time; nothing was written. | Wait, or cancel it from its bar above the page. |
| Close month stays disabled, and every card reads Will not close | Each card's red sentence is the reason. A company's locked months are only a note under Will close and never disable the button. | Fix what each card names (on the Portfolio, Open company takes you to the company). |
| An approved company's page reads Not ready to close yet | A file listed below is one the close will refuse, or its files lack a Balance Sheet or a Profit and Loss. The page says which: “The close can't import a file below as it is. Add the export its note asks for, then remove the old file.” or “None of these files is a Balance Sheet, and closing a month needs one. …” | Add the export the sentence names, and remove the old file where Remove from Company is offered. The page then reads Ready to close the month. |
Reading a pre-flight card
| What you see | What it means | What to do |
|---|---|---|
| Will not close, with “This company’s mapping doesn’t read a Balance Sheet, …” (or a Profit and Loss), or the setup page's “The mapping doesn't read a Balance Sheet, …” | The mapping presents no such statement, so the company cannot close. | Add the export if missing, then Draft again, review and approve. Adding the file alone does not change the mapping. |
| “No mapping has been approved for this company yet, so there is nothing to close with. …”, “This company has no exports to close with yet. …” or, for a QuickBooks company, “This company has no QuickBooks months to close with yet. Sync it with QuickBooks, then close again.” | The company has no approved mapping, or no files or months. | Add its exports, then draft and approve the mapping; for a QuickBooks company, click Sync first. |
| “This company’s mapping reads none of its ‹N› files (‹names›), so there is nothing to close with. …”, or “This company’s mapping reads a Balance Sheet, but none of the company’s files is one, and closing a month needs one. …” | None of the company's files is one its mapping reads, or the Balance Sheet it reads was taken out. | Draft the mapping again so it reads the files (it replaces every recorded answer), or remove the files that do not belong; add a missing Balance Sheet export again. |
| Will not close, with “‹file name› couldn’t be read (‹reason›). Export it again, or take it out of the company’s files, then close again.” | The pre-flight opens every file in the company's folder, as the close does, and stops at the first it cannot read: damaged or password-protected, not really Excel, a CSV not in UTF-8, two bases or currencies, or a sheet over 4,000,000 cells. | Take the file out with Remove from Company where the app lists the company's files (the Files tab, or the setup page when it reads Not ready to close yet); Haruno moves its copy to the Trash and your original is not touched. Add a fresh export, then open Close month again. If it names another file, repeat. A company that has no report yet and whose mapping is approved lists no files, so the app has no Remove control for the file yet: write to support with the company and the file name. |
| Under Will close: “‹N› months are locked, through ‹Month›. If a figure in one of them would change, this company won’t close until that month is reopened.” | The company's locked months. The pre-flight cannot tell whether your files change them, so it says so as a note; it stops nothing. | Close as usual. Only if the close refuses a month does its card offer Correct… or Reopen…: see The lock and reopening. |
| ‹N› files have arrived since the last close: | Files added or re-saved since the company last closed. | Check that they are the month's exports. |
When a company did not close: what its card says
Did not close means nothing new was written. Partly closed means figures were posted but a later step failed; months locked only if it failed after the lock (the close-state chip shows which). Fix the cause and close again. The card names the step that stopped and says why in its own sentence; the table below lists the ones you are likeliest to meet. If none fits, write to support with the sentence, any months and the file names.
| What the card says | Chip | Causes to check, most likely first | What to do |
|---|---|---|---|
| “‹Month› is locked, and this close would change ‹N› figures reported for it. Nothing was written. Reopen the month to correct it, then close again.” (plus “, or record the difference in ‹Month›” when offered), with the months, the figures and Correct… or Reopen… | Did not close | A corrected or re-run export, or a mapping change that moves an account's line, would change figures already reported for those locked months. The card lists the first five (month, account, old figure → new figure) and “and ‹N› more”. | If intended, click Correct… (or Reopen…): record the difference in a later month, or reopen the months with a reason, then close. If not, find the export that restates them and remove it with Remove from Company if it arrived since the last close; otherwise write to support. |
| A sentence naming a file, such as “… is a CASH-basis export — investor reporting is accrual, …” or “… declares its amounts in ‹X› and the spec says this client reports in ‹Y›. Nothing was written: …”, with no months | Did not close | A cash-basis statement. A file in another currency. A Profit and Loss with quarter, span or year-to-date columns. A file now holding a different report from the one the mapping expects. A Balance Sheet run as of a day before its month ends. A reconciliation workbook whose contents sheet names two months, neither of them the latest month the statements report. A prepaid term or useful life too large to read as whole months. | Read the sentence: it names the file and the fix, and any command in it cannot be run in the app. Export again (accrual, the company's currency, one month per column) or fix the workbook, add it, and remove the old file with Remove from Company where it is offered; otherwise contact support. |
| “‹file name› couldn’t be read (‹reason›). Export it again, or take it out of the company’s files, then close again.”, with Remove from Company | Did not close | That file cannot be read: damaged or password-protected, not really Excel, a CSV not in UTF-8, two bases or currencies, or a sheet over 4,000,000 cells. Only the first such file is named, so unreadable files are found one at a time. The pre-flight opens every file too, so it names the file before you close and the company reads Will not close. | Click Remove from Company on the card (Haruno moves its copy to the Trash; your original is not touched), add a fresh export, then close again. If the close names another file, repeat. |
| A sentence about the reconciliation binder | Partly closed | A schedule cell the binder cannot compute with, such as a useful life below zero or over 12,000 months, a non-numeric asset cost or an unreadable in-service date. | Correct the workbook and add it; a same-name copy is read after the original. Remove the faulty one where Remove from Company is offered; otherwise contact support. |
| A sentence about the investor report | Partly closed | No balance figures were posted, for example from a stripped file; or the report could not be built. | Add a proper Balance Sheet export and close again. If it recurs with nothing to fix, contact support. |
| A sentence about the checks, the statements or the adjustments log | Partly closed | A problem running the checks, building the statements or writing the adjustments log, such as a full disk. | Free space or fix what the card's sentence names, then close again. If it recurs, contact support. |
Don't send reports from a company that partly closed
Its figures are posted, but a step after posting did not finish, so its checks may be incomplete and its months may be unlocked. Close again and export the reports after the close that finishes.
Workbook causes: When a workbook stops the close. The same labels: Short labels: what to check.
Other things you may see during or after a close
| What you see | What it means | What to do |
|---|---|---|
| “No spec section claims ‹file›; it was left where it is.” | The mapping has no part for that file, so the close went ahead without it. When you add such a file, its row reads Copied · Not in the mapping. | Nothing, if you meant to leave it out; otherwise draft the mapping again. |
| “The close was stopped.” | You clicked Cancel. The message says whether any months were locked; companies closed before the stop stay closed. | Check each company's close-state chip, then close again when the files are ready. |
| The months locked as reported with exception | A high or medium finding was open at the lock, or the statements did not tie. | Work through the findings. The state changes only if the month is reopened and closed again. |
| No Reconciliation row on the Reports card, and the Recon exceptions tile reads — | Nothing was reconciled: the books hold no reconciliation, so the close says “No reconciliation schedules were provided for this company, so this close has no reconciliation binder. …” The months still lock, as not reconciled. | Expected. To reconcile, add the month's reconciliation workbook or its QuickBooks reconciliation reports (PDF) in Files, then reopen the month and close again. |
| You want to close one month, or only an earlier one | There is no month picker: a close locks every reported month not yet locked, except a month exported or synced before it ended or with no Balance Sheet, which it reports and leaves open. | Add exports only for the months you mean to close. |
| You want to undo a close | There is no undo. Months stay locked until reopened with a written reason, which History keeps for good. | Reopen the months, then close again with corrected exports. |
| “‹Month› was exported on ‹date›, before the month ended, so it is reported but not locked. …” or “‹Month› has a profit and loss but no balance sheet, so it is reported but not locked. …” | The month is in the reports, but it was exported or synced on or before its last day, or it has no Balance Sheet, so the close left it open rather than lock figures that can still change or that no check could look at. | Export the month's statements again after it ends (for a QuickBooks company, click Sync again; or add the Balance Sheet the note names) and close again: that close locks it. |
| “This close changed ‹N› figures already reported: ‹account› for ‹Month›, from ‹old› to ‹new›; …” | A corrected export, or a month you reopened, moved figures an earlier close had reported. The note lists the first five, and a figure that ended where it began is not listed. | Expected after a correction you meant to make. If you did not expect it, find the export that changed the figure. |
No workbook: Companies without a workbook. The result card: The result. Every close message: When the close refuses.
The lock and reopening
A close that would change a figure or a line in a locked month is refused for that company, and its card says so: “‹Month› is locked, and this close would change ‹N› figures reported for it. Nothing was written. …”, with the months and the first figures. For an intended correction, click Correct… on the card and choose to record the difference in the next open month or to reopen and restate the month. You can also reopen from the company's page (its close-state chip, then Reopen…, or Books ▸ Reopen Month…); give a written reason and close; Restatements… then lists what moved. Procedure: Correct a reported month.
| What you see | What it means | What to do |
|---|---|---|
| The pre-flight says “‹N› months are locked, through ‹Month›. If a figure in one of them would change, this company won’t close until that month is reopened.” | It counts all the company's locked months, not the ones your files change. It is a note under Will close and stops nothing. | Close as usual. If a figure in a locked month would change, the close refuses that company and its card offers Correct… (or Reopen…); correct or reopen the months, then close. |
| “re-opening ‹date› needs a reason, in the words of whoever decided to change a reported month — 'tbd' is not one. …” | The reason is a placeholder, such as tbd, n/a, todo, x or …, or is in angle brackets. | Write what changed, why, and on whose decision. |
| After a correction, Restatements lacks a figure you corrected, or the Restated count is missing or wrong | Among exports of one statement the close applies the one QuickBooks ran last on top, read from the run time in each footer. If any lacks one, files are read in name order, a same-name copy (‹name› 2.xlsx) after the file it copies, so a corrected export under a name that sorts before the original is read first and the original's figures win. | Don't send the package. Check that the correction was run after the original and keeps its footer, or save it under the original's name and add it: it is kept beside the original and read after it. The close's note “This close changed ‹N› figures already reported: …” confirms what moved. If the figure still does not move, write to support with the company and the file names. |
| You fixed a finding, but the month still reads reported with exception | The close state records what was open at the lock; it is not recalculated. | Re-run checks shows the books now. To record the month again, reopen it and close. |
| Every later month locks as reported with exception because of an old reconciliation exception | Exceptions are checked in every month the books hold; a later correcting entry does not clear the earlier schedule. | Fix that month's schedule or books. Write to support before adding a corrected workbook. |
| The History names a Mac user, or “unknown”, rather than you | It records the Mac user account, not your Haruno sign-in, and is not a sign-off. | Agree in your practice who may reopen. |
| A month was locked with a mid-month Balance Sheet | Earlier versions of Haruno locked a month with the figures it had. A close now reports a month and leaves it open when its export was run on or before its last day, and a Balance Sheet dated before its month ends is not imported. | Add one as of the month's last day, reopen the month with a reason and close, then check that Restatements… shows month-end balances. If the old file stops the close, remove it with Remove from Company; if Restatements… still does not, write to support. |
| You booked a prior-period correction but exported only the new month | No export restates the locked months. | Export those months again and follow Correct a reported month, then check Restatements…. |
The reason rules: What the reason must be. What trips the lock. Locked months in the pre-flight. Times in UTC, and months that never lock: The Months sheet.
Reports and PDF
Choose Export… in a report row's … menu on the company page, on the Investor report tab, in the Portfolio toolbar, or Books ▸ Export Portfolio Report…: it saves a PDF and a web page together, in a folder you choose. A wide statement is split into blocks of months, each repeating the row labels (a PDF prints one way up and turns landscape only when wide tables make up at least half of the document, as a statement package with many months does), so check that every month you report is there. A report is drawn from the books when you export it and Haruno keeps no copy, so keep the PDFs you send.
Saving and sending
| What you see | What it means | What to do |
|---|---|---|
| “Couldn’t Export Report”, with “Haruno couldn’t prepare the report from the books, so nothing was saved.”, “The report couldn’t be made into a PDF, so nothing was saved.” or “Making the PDF took too long, so nothing was saved. Try again.” | The report could not be drawn from the books or turned into a PDF in time. Nothing was saved. | Try again. If a report keeps failing, write to support with the company and the report's name. |
| “Couldn’t Export Report”, with “The books folder keeps Haruno’s own records, so nothing was saved there. Choose a folder outside it.” or “Haruno couldn’t write to “‹folder›”, so nothing was saved. Check that you can save files there.” | You chose the books folder or a folder inside it, or the folder refused the files (read-only, no permission, full disk). | Choose another folder, or free disk space. |
| “Couldn’t save PDF” (from Save as PDF… or Share…) or “Couldn’t print” (from Print…), with “The document couldn’t be rendered for export. Try reloading the preview.” | The panel could not prepare the document for paper. Nothing was saved or printed. | Open it again, wait until it has loaded, and try again. |
| “Couldn’t save PDF” or “Couldn’t print”, with “Laying the document out for the page took too long. Try again, or split it into shorter documents.” | Preparing the pages for paper ran out of time. Nothing was saved or printed. | Try again. A very long document may need splitting into shorter ones. |
| “Couldn’t save PDF” or “Couldn’t print”, with “This document is still being exported. Try again when that finishes.” | You asked to save, print or share the same document again while the first request was still being prepared. Nothing was saved or printed by the second request; the first carries on. | Wait a moment, then try again. |
| “Couldn’t save PDF” with “The document changed while it was being saved. …” | The file was being rewritten while it was saved, for example by Haruno in a chat. | Save again in a moment. |
| “Couldn’t save PDF” or “Couldn’t save a copy”, with a reason from macOS | The file could not be written where you chose. | Choose another folder, or free disk space. |
| Haruno is set to a dark Theme and the saved PDF is light | A PDF is always drawn in the light palette, whatever Theme is set, because it is what you send. | Nothing to do. The panel itself keeps your Theme. |
| The adjustments log opens in Numbers or Excel | It is a CSV file, so its row on the Reports card opens it in your spreadsheet app, not in Haruno. | Send the CSV, or print it from the spreadsheet app. |
What a report shows
| What you see | What it means | What to do |
|---|---|---|
| The Investor report tab says “‹Month› isn’t in the report yet because its figures are from before the month ended.” | The report runs through the newest month exported or synced after it ended; a month run earlier is on the company's page but left open. | Export or Sync again after the month ends, then close. |
| A report shows old figures after you answered a question, resolved a finding or changed the mapping | Those changes reach the books at the next close. Reports are drawn from the books each time, so a close, a reopening, a recorded correction and, on the investor report, its comment, stamp, headcount and address change them at once. | Close the company again. |
| The statement package opens with “Issued with unresolved findings” | High or medium findings were open, named by internal check name, such as recon_exceptions. The package is not for investors. | Read each on Findings & questions. Investors get the investor report, which leaves findings out. |
| The buttons on an exported web page do nothing | The web page keeps Explain this variance, Draft the disclosure and its other buttons, but they work only inside Haruno. | Use Ask Haruno on the company's page, or ask in a chat. |
| The binder's Coverage alerts list an account you exempted | A number-prefix exemption, such as 10, may not clear the alert. | Exempt by exact account number. |
Every reports message: Messages you may see. Before you send a PDF.
The Portfolio and company pages
The Portfolio and company pages recompute from the books; new exports and synced months change nothing until you close. A dash (—) or gray sentence means Haruno could not state the figure, and a missing card means the company sent nothing it needs. Most figures that look wrong come from the exports, not the arithmetic.
Figures that look wrong
| What you see | What it means | What to do |
|---|---|---|
| The Cash tile reads $0, or less than the company holds | Cash counts accounts whose number starts with the digits taken at drafting. On a chart with no account numbers (QuickBooks' default) the draft names the cash accounts instead: the asset accounts on a balance-sheet line whose caption says cash or bank. An account on any other line, such as petty cash under Other Current Assets, counts only after you add it, and a partial name matches nothing. | In Books ▸ Review Mapping…, add the account in the Cash account name field, exactly as the balance sheet writes it, and approve; a saved entry that is not cash can be taken out there, and with every entry taken out cash is read the automatic way again (by account number, or from the accounts on the balance sheet's cash and bank lines). Better still, turn on account numbers before the first draft (later, that takes Draft again and can meet the lock). |
| Burn (3-mo avg) and Runway read — with “no burn history yet” | The books hold one month-end balance sheet, or none within the three calendar months before the latest. | Before the first close, add a Balance Sheet with one column per month-end. |
| Burn (3-mo avg) and Runway read — with “no burn history yet” although the books hold many months, and Findings & questions lists a Review cash-flow classification finding for a cash account prefix | A saved cash prefix such as 10 also begins accounts the balance sheet shows on lines that are not cash or bank, such as 1050 Trade Receivables beside 1010 Checking. Cash then counts only the cash and bank accounts, burn and runway are withheld, and the statement of cash flows Haruno works out is marked not complete. | Ask Haruno to make the change the finding's sentence names in the company's mapping, such as setting the prefix to each cash account's full number (1010, not 10). |
| “No operating expenses in ‹Mon YY›”, with no categories | Haruno reads operating expenses from the subtotal whose caption contains “operating expenses”. A draft captions QuickBooks' expense total that way; a mapping drafted earlier, or a statement whose expense subtotal has another caption, may show no categories. | Read spending from the Statements tab and the statement package. To fix the panels, use Books ▸ Review Mapping… ▸ Draft again (it replaces every recorded answer; the dialog warns), approve, and close again; if the close refuses a locked month, reopen it first. |
| A category is missing from one month's bar | It is negative that month, and the stacked bar leaves it out. | Open the category's detail, which shows it. |
| A dash on the Tie gap tile, or in the Tie-out column, reading “not tested: the balance sheet has no check row” | A company set up from statement exports has no check row on its balance sheet, so nothing was tested, and Haruno shows a dash rather than a ✓ or “ties”. | Rely on the bs_tieout finding. |
| Year to date starts in a month other than January | It starts in the month the company's fiscal year opens, from the fiscal year-end in Company details; the Statements tab says which: “YTD is the fiscal year from ‹Mon YY› to ‹Mon YY›” (a January start reads “YTD is calendar-year to ‹Mon YY›”). Budget to date uses the same window. | Check the fiscal year-end in Company details; a change takes effect from the next close. |
| The Variance watchlist shows fewer than six rows | It takes the six largest moves over all history, then hides those outside the range; or fewer moves clear $1,000 and 15%. | Switch the range to All. |
Counts and states that disagree
| What you see | What it means | What to do |
|---|---|---|
| A company reads no open findings on the Portfolio (clean in the table), but its page or close result lists findings | The Portfolio counts open high and medium findings only; the page adds low ones, and the close result counts all, solvency indicators included. | Nothing is wrong. |
| The findings chip reads clean beside reported with exception | The chip counts what is open now; the close state, what stood at the lock. | To record the months again, reopen them and close. |
| Not reconciled, or a dash on the Recon exceptions tile, for a company with no reconciliation | Nothing was reconciled: a month locks as fully reconciled only when the books hold a reconciliation for that month, otherwise as not reconciled (grey), or as reported with exception when a high or medium finding is open. With none anywhere the close has no binder, and the tile reads — with “no reconciliation binder for this close”. | Expected. Don't call the month reconciled. To reconcile, add the month's reconciliation workbook or its QuickBooks reconciliation reports (PDF), then reopen the month and close again. |
| Findings & questions reads “As the last close reported them. …”, with no Resolve… buttons | Neither a close nor Re-run checks has run yet this session, for example since you reopened Haruno. | Click Re-run checks. It closes and locks nothing. |
| A figure did not change after new exports, an answer or a resolved finding | Files post nothing until a close; the tab updates on Re-run checks. | Click Re-run checks, then close when ready. |
| A finding's sentence names a command, or asks you to set something | There is no command line. Lumpy by nature — stop asking records a lumpy account; the capitalization threshold is on the mapping review; useful lives and drift tolerance have no control yet. | Use the button or the review form, or leave it. |
| approved ✓ on the Mappings tab beside accounts nobody reviewed | The line comes from the approved mapping. No one's check is recorded. | Check the accounts that matter yourself. |
| No filter or print on the Portfolio or a company's page | Those pages have neither. A report leaves the app through Export…. | Sort the table. Export a report, or Export Portfolio Report… for the whole portfolio (keep that one inside your practice); investors get the investor report. |
See Metrics reference, Which accounts count as cash, Limits and edge cases and Where findings appear.
Chat and usage
Chat needs your sign-in, the secure sandbox and allowance. A reply that cannot finish loses nothing: Continue picks it up. At a usage limit the assistant, the questions drafted after a close and Sync wait; the books, close and reports keep working. Plans and credit are arranged with our team, not bought in the app or on the account dashboard.
In the chat
| What you see | What it means | What to do |
|---|---|---|
| “Couldn’t reach the server — usually a brief network problem. …”, “The server took too long to answer this step. …” or “The server couldn’t finish this turn. …” | The network dropped, or the service did not answer in time or could not finish. | Click Continue once you are online. |
| “The session was interrupted. Send a new message to continue.” | The secure sandbox on your Mac stopped, or Haruno lost its connection to it, while the chat was open. A reply in progress ends where it was, and a card waiting for your answer is removed. | Send a new message: Haruno carries on from the saved conversation. It does not send the interrupted message again, so repeat it if it went unanswered. Anything you allowed for the rest of the chat, such as a website, is asked again. If it keeps happening, contact support. |
| “Too many requests at once — the service briefly rate-limited this session. …” | A short slowdown on the service, not your allowance. | Wait a minute and send again. |
| “‹step› blocked by auto mode” | The automatic safety check refused a step. | Ask what Haruno was trying to do, or ask another way. |
| “Couldn't deliver a response to the engine: …” | Your answer to an approval card did not reach Haruno. The card comes back. | Answer it again. |
| “The saved conversation could not be reloaded, …” or “The previous conversation couldn't be attached to the sandboxed session: …” | A chat from History could not be loaded in full. | Restate what Haruno needs, or start a new chat (⌘N). |
| New chats work in another folder | You resumed a History chat from another folder with Switch and Resume. | Choose the folder you want with File ▸ Open Folder… (⌘O). |
| “This message can no longer be edited because the conversation record changed.” (or “… could not be read. …”) | The edit could not be made. | Send what you wanted to say as a new message. |
| Haruno says it cannot close, reopen or approve | The assistant reads the books and can edit a company's mapping when you ask; closing, reopening, approving and answering are made with the app's controls. | Use the control it names, such as Close month… or Resolve…. |
| An answer quotes a figure that differs from the reports | Haruno can be wrong. | Check it against the company's page or the statement package. |
| “‹file› is too large to attach to a sandboxed chat (limit 256 MB). …” | The file is over 256 MB. | Attach a smaller file, or move it into the folder open for Chat and Files, as the message says. |
| “‹name› couldn't be shared with the sandbox.” or “‹file› couldn't be prepared for the sandbox: …” | The attachment could not be made available to Haruno. | Attach it again. If it keeps failing, copy it elsewhere on your Mac and attach the copy. |
| “Voice transcription is busy right now. …” | The service is busy, or your allowance cannot pay now. | Try again. If it persists, check Usage. |
| “Voice transcription isn't available for your account. …” | Dictation did not accept this Mac's sign-in. | Sign out and in again in Settings ▸ General ▸ Account. |
Usage, plan and billing
| What you see | What it means | What to do |
|---|---|---|
| “Usage limit reached. Add credit or change your plan in the Haruno dashboard.” | A 5-hour, weekly or monthly limit is full with no balance, or there is no active plan yet. | Usage on the account dashboard shows which limit and when it resets. Wait, redeem a promo code from our team, or write to info@inferara.com. |
| “Payment required. Update your billing in the Haruno dashboard.” | The account is unpaid or disabled. | Write to info@inferara.com. The dashboard has no billing page. |
| “You've used ‹N›% of your 5-hour limit.” (or weekly, or monthly) | 90% or more of that limit is used. | Pace your questions, or wait for the reset. |
| Upgrade to ‹plan› opens a dashboard with no plans, or Buy Credits is dimmed | Neither is sold in the app or on the dashboard today. | Wait for the reset, or write to info@inferara.com. |
| The Plan line reads Free, or Usage reads “You don't have an active plan yet.” | Our team has not set up your subscription yet. | If you subscribed, write from your sign-in address. Adding files and closing work meanwhile. |
| “Haruno couldn’t draft these questions.” with “Sign in to Haruno so it can draft these questions.”, “Your Haruno plan is inactive.” or “Your Haruno usage limit is reached.” | The questions drafted after a close need a sign-in and allowance; the close is done. | Sign in, wait for the reset or sort out your plan as above, then click Try Again. |
| An invitation banner reads “Verify your email — sign in with Google, GitHub, or Microsoft to accept.” | Accepting needs a Google-verified address; the dashboard offers only Continue with Google. | Sign in with Continue with Google as the invited address, then click Accept. |
More: Chat and history, Websites, When you reach a limit, Messages about your plan and billing, If a code is refused.
Scheduled tasks
A task you create runs only while Haruno is open, the secure sandbox is ready, and you are signed in with allowance. It never closes or reopens a month.
| What you see | What it means | What to do |
|---|---|---|
| “Haruno needs to finish setting up before it can run things on its own.” | The secure sandbox is not ready. | Wait for its download, shown at the foot of the sidebar. Finish setup points at a tab the normal view lacks. |
| “Skipped — the app was closed”, or nothing ran after a restart | Haruno was not open. When it opens, the latest missed time runs once. | In the Advanced view, click Keep Haruno running in the background: keep Run in the background on and turn on Launch at login. In the normal view, which has no such button, turn on Launch at login in Settings ▸ General. |
| “It took too long and was stopped.” | The run reached 30 minutes of awake time. | Shorten or split the job, then click Try again. |
| “Not signed in to Haruno. Open Settings ▸ Account and sign in to run scheduled tasks.” | You are signed out. | Sign in from the account row in the sidebar. |
| “Your Haruno plan is inactive. …” or “Your Haruno usage limit is reached. …” | No active plan, or a limit is full with no balance. | Wait for the reset on Usage, redeem a code, or write to our team. |
| A scheduled task cannot use Slack, or a server you added in Connectors | Scheduled tasks, including their Try it… runs, are given no server from Connectors, so Slack and custom servers are never used. What a task prepares for other people (emails, replies, invitations with guests, Discord posts, shared-folder changes) waits for you in Waiting. | Ask in a chat instead, where Slack and the servers you added work. |
Connectors
The close never uses a connector. Most connector problems are a sign-in the service stopped accepting: sign in again in the Connectors window (account row ▸ Connectors…).
| What you see | What it means | What to do |
|---|---|---|
| “‹Connector› tools are off this session — its saved sign-in was rejected. …”, or Credential rejected or Credential missing on its row | The saved sign-in was refused or is gone. Its tools stay off for up to a day, or until you sign in again. | Sign in again from the row's ⋯ menu (Edit… for cloud storage and custom servers, Sign out then Sign in for Slack, Change bot or channel for Discord), then start a new chat. |
| “… its saved sign-in could not be read. Unlock your login keychain and start a new chat.” | Your login keychain was locked, or its prompt was declined. | Unlock it, then start a new chat. |
| “… it was connected through a Google app that is no longer set up. …”, or a Google row reading Sign in again soon to keep this connection working. | The connection was made through a Google app that is no longer set up, for example one your organization replaced. | Sign in to that connector again. |
| Tools server unavailable, on the Office Tools row | The built-in tools could not start. | Quit and reopen Haruno. If it stays, contact support. |
| Gmail can send but cannot read mail, with “Reading mail needs the Google app your organization sets up.” or “Reading mail isn't available on Haruno's built-in Google app.” on its row | Haruno's built-in Google app allows sending and labels only; reading needs your organization's own Google app. | If your organization already has its own Google app, sign in to Gmail again with every permission. If it has none, write to info@inferara.com about setting one up. |
| “This copy of Haruno can't sign in to Google. …”, or a sign-in that “is not configured” | This copy carries no sign-in for that service. | Install Haruno from haruno.ai/download/macos. If that copy shows it too, contact support. |
| No QuickBooks row in Connectors | QuickBooks is not a connector: you connect it on the dashboard's QuickBooks page or in Add company ▸ From QuickBooks, and the chat answers from the books, not from QuickBooks. | See QuickBooks: adding a company and syncing, above. |
| A service still lists Haruno after Delete local data… | Only the sign-ins on this Mac were removed. | Remove Haruno in that service's account settings. |
Messages you may see. Admin fixes: If something goes wrong.
On Windows
Haruno for Windows has the Portfolio, mapping, close, lock and reports, and most messages above appear there in the same words. A row that names the Books menu, Finder, the Trash or a ⌘ shortcut describes the Mac. Account, five-computer limit and AI allowance are shared; Cancel sign-in stops a sign-in that is waiting. See Haruno on Windows and Check your account and license.
| What you see | What it means | What to do |
|---|---|---|
| “Set a working directory before sending. Pick the folder the agent will work in via File → Open Folder.” | A new Windows install has no chat folder; the Mac starts in its own Workspace folder. | Choose File ▸ Open Folder… (Ctrl+O), or make a project with New project… in the menu bar's project menu. |
| “Usage limit reached. To continue now, add credit or change your plan in the Haruno dashboard.” (or “Usage limit reached — it resets in about ‹N› min. …”) with Open dashboard; “Payment required. Update your billing in the Haruno dashboard.”; or “Budget exhausted. See available plans at https://haruno.ai/#pricing.”, also shown as License: Budget exhausted. in Settings ▸ General ▸ Account | The same limits as on the Mac. The turn stops at once; Budget exhausted is the license check's wording, before a send. | Open dashboard shows Usage and when a limit resets; then as under Usage, plan and billing above. |
| The Portfolio is empty after reinstalling Haruno, or after Delete local data | Yes to “Also delete your Haruno chats, settings, logs, and connected integration accounts?” in Uninstall deletes the books in their default place; Delete local data deletes them wherever they are. Neither message names the books. | Only a backup brings them back. Keep the default, No, when you uninstall to reinstall. |
Contact support
Write to info@inferara.com. We reply within one business day; our hours are weekdays 10:00–18:00 Japan time (JST), which falls in the evening and overnight in US time zones.
What to include
- Your Haruno version (click the version line in the account menu to copy it).
- For account, plan or usage questions, write from your sign-in address.
- Whether you use the normal or the Advanced view.
- The exact message (text or screenshot) and where it appeared.
- For files or a close: the company, the file names, the months, and the result card's label with any months.
- For sign-in: the device name the browser showed, and whether Account ▸ Devices lists five computers.
- What you already tried.
When to write rather than retry
When a row above says the app cannot do the fix yet, retrying will not help: write to us with the details above.
What you send us
Your books, chats and memory are on your Mac, and Inferara's hosted service does not store the content of your messages, so we see only what you send. A screenshot and the file names usually say enough; attach an export only if the problem is in it and your engagement allows. See What Inferara retains.