Using HyperPerfect
Troubleshooting
Resolve common issues with HyperPerfect. Quick fixes and detailed solutions for every problem.
This guide helps you resolve common issues with HyperPerfect. For most problems, the quick fixes at the top will get you back on track.
Quick Fixes
AI Not Responding
- Press Escape to cancel the current request
- Check your internet connection
- Reload the add-in - right-click the task pane and select "Reload"
- If issues persist, restart Excel
Excel Operations Failing
- Select cells first - the AI needs to know what data to work with
- Check you're on the right worksheet - the AI works on the active sheet
- Unprotect the sheet if it's protected (Review > Unprotect Sheet)
- Try a smaller range - very large selections can cause issues
Can't Sign In
- Sign out of Office 365 and sign back in
- Check your internet connection
- Clear browser cache if using Excel Online
- Contact your IT department if your organization restricts add-ins
Account Issues
Trial Expired
Your 30-day free trial has ended. You'll see a "Trial Expired" message when opening HyperPerfect.
To continue using HyperPerfect:
- Contact [email protected] to upgrade your account
- Your conversation history is preserved and will be available after upgrading
Account Cancelled
If your account has been cancelled, you'll see an "Account Cancelled" message.
To restore access:
- Contact [email protected] to reactivate your account
Context and Memory
Why AI Performance Drops Over Long Conversations
AI models have a finite working memory called a context window. Every message you send and every response AI generates consumes part of it. As the context fills up, AI becomes less accurate — it's more likely to make errors, forget earlier instructions, or produce lower-quality work.
The single best thing you can do to improve AI performance is keep conversations short and focused. Reset often and give clear, specific instructions each time.
Understanding the Context Indicator
The percentage shows how full the AI's context window is:
| Color | Percentage | What to Do |
|---|---|---|
| Green | 0-70% | No action needed |
| Orange | 70-85% | Consider using @compact or @clear |
| Red | 85%+ | System will auto-compact automatically |
At 100%, AI loses access to the earliest parts of the conversation entirely. Auto-compact at 85% prevents this by summarizing the conversation and starting fresh. The high-level context is preserved, but specific details from earlier messages are lost.
What is @compact?
The @compact command summarizes your conversation history into a concise handoff and starts a new conversation. The summary preserves what you were working on and what's been done, while freeing up context for better AI performance.
Starting Fresh
Use @clear to delete all messages and start a completely new conversation. This is the best option when switching to an unrelated task, or whenever you want AI at peak performance. Don't be afraid to clear often — it's the most effective way to get better results.
File Upload Issues
Supported Files
| Type | Formats | Size Limit |
|---|---|---|
| Images | PNG, JPEG, GIF, WebP | 5 MB each |
| Documents | 32 MB, 100 pages max |
Common Upload Errors
"Unsupported file type" - Only image and PDF files are supported. Convert other documents to PDF first.
"File exceeds size limit" - Compress images or split large PDFs.
"Upload failed" - Check your internet connection and try again.
Excel Error Codes
ITEM_NOT_FOUND
The AI tried to access a sheet or range that doesn't exist. Make sure you're on the correct worksheet and the range exists.
ACCESS_DENIED
The sheet or range is protected. Go to Review > Unprotect Sheet, enter the password if required, and try again.
INVALID_OPERATION_IN_CELL_EDIT_MODE
You're currently editing a cell. Press Escape or Enter to exit cell editing mode, then try again.
MERGED_RANGE_CONFLICT
The AI tried to work with merged cells. Unmerge the cells (Home > Merge & Center > Unmerge Cells) or ask the AI to work with a different range.
RANGE_EXCEEDS_LIMIT
The selected range is too large (over 5 million cells). Work with smaller sections or ask the AI to process in batches.
Cancelling Requests
- Click the stop button (square icon) that appears during processing
- Press Escape on your keyboard
Any Excel operations already completed are kept. Pending operations are cancelled. You can continue the conversation immediately.
Performance Tips
For Best Results
- Be specific - "Add a SUM formula in cell E10" works better than "add some totals"
- Select data first - highlight the cells you want to work with before asking
- Work in steps - break complex tasks into smaller requests
- Use @compact proactively - don't wait until the context is full
Slow Performance
- Check your internet connection
- Close unnecessary browser tabs and applications
- Restart Excel
- Try during off-peak hours if your organization has many users
Quick Reference
| Problem | Solution |
|---|---|
| AI not responding | Press Escape, check internet, reload add-in |
| Can't edit cells | Exit cell edit mode (press Escape), unprotect sheet |
| Context full | Use @compact or @clear |
| Upload failing | Check file type and size limits |
| Slow performance | Close other apps, restart Excel |
| Trial expired | Contact [email protected] |
Still stuck? Email [email protected] - we're happy to help.