Error: 'Sorry, unable to open the file at this time'

Error: 'Sorry, unable to open the file at this time'

Info
This article will help you resolve the error "Sorry, unable to open the file at this time," which can appear on a Google branded page while you are authorizing the Power My Analytics connector in Looker Studio. The fix takes about a minute and is fully customer-resolvable.

What's happening

The Power My Analytics Looker Studio connector is built on Google Apps Script. When you click Add data > Power My Analytics (or open a PMA template that prompts you to authorize the connector), Looker Studio hands you off to script.google.com to authorize the script. If your browser is signed into more than one Google account, that handoff can open with the wrong account (often a secondary one) that does not have access to the PMA Apps Script project. When that happens, Google's Apps Script page displays this error in place of the authorization prompt.
Notes
A reliable tell: look at the address bar on the error page. If the URL contains authuser=2 (or any value other than authuser=0), the link is opening in your second (or later) Google account rather than your primary one.

Cause

You are signed into multiple Google accounts in the same browser, and the link to authorize PMA's Apps Script connector is opening with a Google account that does not have access to that script. Only the Google account associated with your Looker Studio connection (and tied to your Power My Analytics subscription) can complete the authorization.
  1. Open a new incognito (or private browsing) window in your browser.
  2. Sign in only to the Google account that was originally used to add the Power My Analytics data source in Looker Studio (the same Google account that is connected to your Looker Studio reports).
  3. Return to your Looker Studio report or template and re-trigger the action that produced the error (for example, Add data > Power My Analytics).
  4. Complete the Apps Script authorization prompt.
Notes
Note: In incognito or private browsing, you may need to enable cookies for accounts.google.com and script.google.com. Most browsers block third-party cookies in private mode by default, which can prevent Google authentication from completing.

Alternative fix: sign out of other Google accounts in your main browser

If you would rather not use an incognito window:
  1. In your regular browser window, click your Google avatar in the top right of any Google page.
  2. Click Sign out of all accounts.
  3. Sign back in only with the Google account associated with your Power My Analytics Looker Studio connection.
  4. Return to your report and retry the action.

Verifying you're using the right Google account

If you are not sure which Google account is connected to your PMA Looker Studio data source:
  • Open script.google.com while signed in with the account you suspect. Under My Projects, you should see the PMA connector project listed if the account has access.
  • In Looker Studio, open the existing data source and check Edit Connection; the connector's owning Google account is the one you need.
  • In the Power My Analytics hub at hub.powermyanalytics.com, the Google account tied to your data source is the one shown on your subscription details.

Still seeing the error?

If the error persists after using the correct Google account in an incognito window, please submit a ticket and let us know which Google account you expect to use for Looker Studio. Our support team can help confirm which account holds access and walk you through reconnecting if needed.