Quick Checks
- App won’t start: make sure you’re running the latest installer and that antivirus tools haven’t quarantined Koala. Reboot if an update just finished.
- Can’t sign in: confirm you can reach koala.btss.dev in a browser. If you recently reset your Koala password, sign out (profile menu) and sign back in.
- SSO window doesn’t appear (Windows): install or repair the Microsoft WebView2 runtime, then retry.
Connection or Query Issues
- Re-enter credentials or import a fresh
.kdexfile if your connection list looks empty. - If a query hangs, cancel it from the toolbar, adjust your SQL, and rerun. Clearing old result folders (see Storage page) can free disk space for large exports.
- Close and reopen a tab (or duplicate it) if you suspect a tab-specific state issue; this refreshes the editor without losing your SQL.
Update Problems
- If the banner keeps reappearing after a restart, download the latest installer manually and reinstall over your current build.
- Still seeing the previous version number under About Koala Studio? Contact support with the version listed plus the date of your last successful update.
Talk to Support
- Open a Freshdesk ticket and include logs/screenshot if possible.
- Enterprise customers can also reach their BTSS account manager for priority help.