Troubleshooting & common mistakes
Symptoms first, then what it means and what to do. Every module page also carries its own
"Common mistakes and troubleshooting" section; this page is the cross-module index. If a symptom
is not here, check the module page, then ask your project admin — most "it does not work" reports
are a role or a prerequisite.
Signing in and access
| Symptom |
Cause |
Fix |
| "Access is invitation-only…" on the sign-in page |
No self sign-up |
Ask a workspace admin for an invitation |
| Locked out after failed logins |
Lockout (8 failures → 15 min by default) |
Wait, or use a recovery code / passkey |
| MFA code refused |
Clock drift on the phone, or a used recovery code |
Resync the authenticator; use another recovery code |
| Cannot see a project on the dashboard |
Workspace member but not a project member |
Project admin: Settings › Members & roles › Add |
| Everything is read-only |
Project role Viewer |
Ask the project admin for Upload Engineer / Inspector |
| Settings tab missing / "Requires admin" |
Not a project admin |
Ask the admin |
| SSO users cannot sign in |
Domain not verified, certificate wrong, or policy too strict |
Owner: Workspace settings › Single sign-on; an owner outside the domain always keeps password sign-in |
| Blank white page after a deployment |
Stale bundle in the browser |
Hard-refresh once |
Models and the 3D viewer
| Symptom |
Cause |
Fix |
Model stuck at queued |
Worker not running / busy |
Wait; operator checks the worker (Monitoring & health) |
Model failed |
Malformed IFC |
Retry conversion; re-export from the authoring tool |
| Viewer is blank, no error |
WebGL context lost |
Reload the tab; close other GPU-heavy tabs |
| Two models kilometres apart |
Different coordinate origins |
Banner explains; re-export with shared coordinates, or Align model |
| Old model takes a minute to appear |
Converted before tile streaming |
Reconvert from the row menu |
| "Could not locate that element in the loaded model" |
Geometry not streamed yet, or hidden |
Wait / isolate its storey in Groups |
| Camera jumps back while navigating |
End-of-load fit |
Wait for "N models · N elements", then navigate; Fit model |
| Black creeps into the model when zooming close |
Depth precision on a huge, far-from-origin model |
Align model near the origin or re-export |
| Section plane will not place |
Single click |
Double-click a face |
| 4D timeline hides the whole model |
No activity links yet |
Standards & 4D › Link activities to the model |
| Measurements in the wrong unit |
Render settings |
Render settings › Configuration › Units |
| Saved view restores to the wrong place |
Captured against a different base model |
Re-save it |
| Split / 360 mode disabled |
No 360° captures |
Reality Capture: pin 360° photos (equirectangular JPG) |
| Point cloud mode disabled |
No point cloud |
Upload .las/.laz/.e57/.ply/.pts under Models |
Issues, RFIs, clashes
| Symptom |
Cause |
Fix |
| Cannot set an issue to Verified |
You created it |
A second person verifies |
| "Update conflict" |
Someone else edited it |
Re-apply on the fresh copy ("Latest on the server") |
| "Saved offline — will sync when back online" |
No connection |
Nothing to do; it replays |
| Required custom field missing |
Project defines a required field |
Fill it (the toast names it) |
| Cannot answer your own RFI |
Maker-checker |
The responsible party answers |
| Clash triage empty |
No test run |
Checks › + Test › Run |
| "Upload and convert at least one model first." |
No READY model |
Upload one |
| Every clash "NEEDS OWNER" |
No discipline owner rules |
OWNERSHIP › add rules |
| Matrix/threshold change did nothing |
Clashes keep run-time priority |
Re-score the test |
| Suppression rule has no effect |
Applies on the next run |
Run the test again |
| Clash counts look low / "hit the detection cap" |
Run capped |
Narrow the test; counts are floors |
| A resolved clash reappeared |
Overlap drifted past the material threshold |
Expected; review it |
| Cannot approve/resolve a clash |
You are its owner or reviewer |
Another member decides |
CDE, documents, sheets, transmittals
| Symptom |
Cause |
Fix |
| No Upload button on Documents |
Role Viewer or Inspector |
Upload Engineer / Admin uploads |
| Transition button greyed / "Requires …" |
Role or maker-checker |
Another role/person acts |
| Cannot Publish |
Open or rejected review round |
Approve/close the round first |
| Upload rejected for its name |
Naming enforcement on |
Rename to the container pattern |
| "Suitability code … is not permitted" |
Not in the allowed set |
Settings › CDE (ISO 19650) |
| Colleague cannot see a document |
Folder ACL |
Settings › Folder access |
| Sheet never becomes ready |
DWG/DXF without the server converter |
Upload a PDF, or operator sets DWG_CONVERTER_PATH |
| Measurements refused on a sheet |
Not calibrated |
Calibrate first |
| "These are two different drawings…" on compare |
Different drawing numbers |
Same number joins the chain |
| Drawing cannot be issued |
Not linked to a controlled document |
Drawing register › Controlled document |
| Wrong revision on a transmittal |
Set after issuing |
Set Suitability & revision before issuing; issue again |
| Acknowledgement email never arrived |
SMTP not configured |
Copy the link from the transmittal; operator configures SMTP |
Field
| Symptom |
Cause |
Fix |
| Cannot decide your own WIR / approve your own MAR / change order |
Maker-checker |
A second person decides |
| Approve refused on a MAR from Submitted |
Review step required |
Move to review first |
| "This inspection has no checklist items." |
Empty checklist |
Add items or instantiate a template |
| Punch list empty |
No failed items |
Nothing to report |
| Close incident missing |
Not a project admin |
Ask the admin |
| Diary form read-only |
Viewer role |
Inspector / Upload Engineer / Admin author it |
| "No converted point clouds in this project yet." |
No point cloud |
Upload one under Models |
| GPS pins land in the wrong place |
Georeference unset/wrong |
Settings › Georeferencing |
| "No progress yet" |
No programme or observations |
Import a programme, link/record progress, Recompute |
4D & 5D
| Symptom |
Cause |
Fix |
| "No schedules imported" |
Nothing imported |
Standards & 4D › Schedule › Import programme (.xer / .xml) |
| Every task critical, float 0 |
No dependencies |
Add links (FS/SS/FF/SF) |
| Auto-link matched 0 |
WBS prefix / IFC type mismatch |
Check task codes and Groups › Categories |
| CPI stuck at 1.00 |
No actual cost booked |
Import actual costs |
| Cost import rejected the batch |
One bad row |
Fix the named row; a half-applied import is refused on purpose |
| Priced total "Not priced" |
No rate library selected |
Prices › choose a library |
| Programme cost did not move after re-measuring |
Quantities not pushed |
Cost control › Preview → Apply |
Reports, analytics, map, twin, assets, sensors
| Symptom |
Cause |
Fix |
| S-curve flat |
No snapshots |
Progress › Recompute, Capture snapshot |
| Scheduled report never arrives |
SMTP / bounced |
Operator: worker log [report-schedule] delivery failed |
| Feed returns 401 |
Key revoked / wrong scope / header |
X-Api-Key, Read scope |
| Map zoomed out to the world |
Footprint far from the origin (survey coordinates) |
Set the origin to the model's local origin |
| Map is a black canvas |
Server CSP blocks tile hosts (fixed 2026-09-17) |
Operator: allow tile.openstreetmap.org and server.arcgisonline.com in connect-src |
| "No georef — set origin in Project settings" |
Georeference unset |
Settings › Georeferencing |
| "Digital twin needs a model" |
No READY model |
Upload one |
| Sensor row for a bench test |
Created by its first reading |
Decommission (admin) |
| "Nothing in this window" |
No readings in range |
Longer range |
Integrations
| Symptom |
Cause |
Fix |
| "Procore create RFI failed (404)" |
RFI tool not enabled on the Procore project |
Enable it in Procore |
| ACC "never synced" |
Hub/project not linked; webhooks not registered |
Pick hub + project; operator registers webhooks |
| "needs authorization" pill |
Vendor token expired |
Re-authorize |
| Take remote changed nothing |
Vendor record unchanged |
Nothing to take |
config.baseUrl rejected |
Not https / not public |
Fix the URL |
| API key autofilled with your password |
Browser password manager |
Clear the field (fields now opt out of autofill) |
| Webhook deliveries duplicated |
At-least-once delivery |
Deduplicate on X-BimZone-Delivery-Id |
Automation and Copilot
| Symptom |
Cause |
Fix |
| Rule never fires |
Condition typo |
Test a rule; read Recent runs (skips name the reason) |
No set_status action |
Not offered by design |
Use File an issue / Notify |
| Copilot 503 "No copilot model is configured…" |
No provider key on the server |
Operator: Copilot credentials |
| Copilot 503 after a long wait |
Every vendor failed |
Retry; admin checks Check model status |
| Copilot 429 |
30 requests / minute / session |
Wait a minute |
| Copilot will not create something |
Your role cannot |
It never exceeds your permissions |
When to involve an operator
Anything involving the server: uploads that never leave queued, emails that never send, DWG
conversion, video frame extraction, vendor app registration and webhooks, Copilot provider keys,
the CSP, backups and restores. The operator pages are indexed from
Start here › For the people who run the platform.