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Troubleshooting

Start here before assuming something is broken. Connector-specific problems have their own sections: ACC and Revit.

A tool I need isn't in my workspace​

That one has its own page, because it has four distinct causes and they're checked in a specific order: Why can't I see this?

Same page covers a tool you can see but can't start, a check missing from your library, and a document a colleague can see and you can't.

A page extracted badly​

You'll spot this as a sheet whose text can't be searched, a schedule that didn't come through, or a check that found nothing on a page where it should have found plenty.

Check the document's row in the file tree first. A document with pages that failed to extract carries a warning triangle on its row - hover it to see how many pages are affected. A page that fails during processing also raises a notification at the time, so the bell may already have told you.

Then reprocess just the affected pages. Right-click the document in the file tree and choose Reprocess. You don't have to re-upload the document or redo the set. Reprocessing takes:

  • a single page,
  • a range (12-18),
  • a list (1, 3, 5-9),
  • or the whole document.

Reprocess the pages that look wrong, then re-run whatever check depended on them.

If reprocessing doesn't fix it, the source page is likely the problem - a low-resolution scan, a sheet plotted as an image, or text drawn as curves. Tell us with the project and page number; a page that can't be read is something we want to see.

An upload didn't finish​

Processing continues in the background and survives you closing the tab, so give it time on a large set before intervening.

  • Progress stopped part-way - check for a failed-page notification. Individual pages can fail without taking the document down, and those are reprocessable (above).
  • The document isn't there at all - check the folder you uploaded into. Folder path is part of a document's identity, so a set can be present but somewhere you're not looking.
  • You uploaded a revision and it became a separate document - that's a version-chain question, not an upload failure. See Organize.

A run is taking too long, or stalled​

See Tasks & runs - set size is the usual explanation.

A run that has genuinely stalled, or came back with an error, is worth reporting. Include what you ran and on which project.

Work I selected at upload time never ran​

The upload wizard launches your chosen tasks once the upload commits. If the upload was replaced or closed before it committed, those tasks never fired. Open the relevant tool and run it manually - nothing is lost, it just didn't start.

A check found nothing, or something wrong​

  • Nothing found - check your review intent and which checks actually ran. A coordination-focused brief legitimately skips completeness checks.
  • A false positive on your own terminology - add the term to your dictionary and it stops being flagged.
  • A finding that's already been dealt with in the field - tell the chat, and it records that as project memory so checks stop re-flagging it. "The east wing is built and barricaded" is exactly what memory is for.
  • A check that's consistently wrong for your work - ask the chat to propose a refinement to it, or tell us.

I can't see a project a colleague mentioned​

Projects are shared with named people or organization-wide. Ask them to share it - see How access works. Being in the same organization isn't by itself enough.

Reporting something​

  • From the app - the report button on the home screen takes a description and a screenshot, and it's the fastest route because it carries the context with it.
  • Book a call for anything that needs a conversation, or a walkthrough on your own drawings.

More ways to reach us, and the video guides, are on Getting help. If the problem is that a word here means something you didn't expect, try the glossary.

We're a small team and we'd rather hear about a problem than have you work around it.