Troubleshooting
Start with the context
Before repeating an action, check the Project, active Layer, Details source, selected resource occurrence, selected snapshot, and View As of date. The same resource can show different historical or contextual values without being inconsistent.
Record the action and error text. Never send passwords, verification or invitation tokens, session information, or private attachments to a public support channel.
Sign-in and invitations
| Symptom | Check and next step |
|---|---|
| Verify your email address before continuing | Follow the verification email, then sign in again. Protected workspace use requires a verified account. |
| Forgotten password | Use Forgot password, enter the account email, and follow the reset instructions. Signed-in users can also request a reset from Account or Settings. |
| Verification link is incomplete | Reopen the complete original email link. If it remains unusable, contact support; the current UI has no verified general resend-verification control. |
| Invitation cannot be accepted | Use the verified address to which it was sent. Ask the administrator to check whether it is revoked or expired and resend if needed. Use the newest link. |
| Workspace already accessible without accepting | A verified existing account can receive access immediately. Check Start before assuming the invitation failed. |
| Account disabled or access repeatedly rejected | Contact the workspace administrator/support contact. Creating another local navigation shortcut does not restore access. |
Check junk mail for verification/reset messages. These workflows depend on email delivery; seeing a request-success message does not mean the email has arrived. See Getting started.
Missing workspaces or read-only access
Seeing a Team or Space in the hierarchy may be path access only. Ask an administrator to check the intended Project or Layer assignment. Inherited access comes from ancestors; removing one direct role may leave another effective role in place.
Viewer and Analyst do not author Project data. Editor does not automatically administer Spaces/Projects or invitations. Manager does not administer the Team or grant roles above Editor. Some write controls can be visible before the operation is rejected for insufficient access.
All data is unavailable to Layer-only users. Restricted Layers may expose only matching resources and ancestors. A Layer role does not automatically authorize file downloads or the assistant. See Workspace and Layers.
If the app returns to Start after access changes, your active Project may no longer be accessible. A Project not found response can also mean insufficient access; it does not confirm that the Project was deleted.
Saving, connecting, and timeouts
| Symptom | Check and next step |
|---|---|
| Saved but my edit is missing | Saved is connection/write status, not a draft autosave promise. Use Details Save or the relevant dialog/cell Save. Check the selected snapshot and Layer. |
| Saving... remains visible | Wait for the pending operation and review errors. Avoid repeated submissions while it is running. |
| Connecting | Wait for synchronization, then check browser/network reachability if it persists. Existing View results can remain visible while being refreshed. |
| Offline | Restore connectivity. No offline write queue is documented. Inspect current data after reconnection. |
| Timeout or interrupted connection during a write | The action may already have completed. Refresh and inspect the affected items before retrying or creating duplicates. Preserve unsaved text separately before reloading if needed. |
| Conflict or stale edit | Reload current data and compare with your intended change. Reapply against the latest state; do not assume a rejected write partly succeeded. |
| View controls temporarily unavailable | Wait for current calculations and synchronization. Retained results can be from the last completed refresh. |
Keep the error text when escalating. Do not repeatedly retry a validation or permission failure as though it were a connectivity issue.
Pane and selection problems
Use the centered footer controls to restore hidden panes and drag their boundaries to resize. The last visible pane cannot be hidden. These settings are local to the browser, so another device can have a different layout.
If Details follows the wrong item, use its source toggle to switch between Resources and View selection. If it shows only bulk General fields, leave Edit mode or reduce the checked resource selection. If the saved View appears replaced by a grid, close resource Table mode.
Favorites and copied Project page links do not restore unsaved drafts or a guaranteed exact selection. Browser-local preferences can disappear when local storage is unavailable or cleared. See Workspace.
Resource structure problems
| Symptom | Likely reason and next step |
|---|---|
| No Snapshots or Fields | The selected item is a Resource group without a Class at or above it. Assign the intended Class; do not add Fields to structural groups. |
| Class change rejected | It can violate the one-Class-per-path rule or conflict with existing dependencies. Check ancestors, descendants, and references before changing the structure. |
| Cannot add a child | The parent may be a linked occurrence or an Alias. Open the original or select an eligible canonical parent. |
| Linked Details cannot be edited | Links are read-only occurrences. Use Open original and confirm your Project role. |
| Link disappeared | The original may be inactive/deleted, removed from a Keep updated selector, or excluded at the destination. Static membership is not automatically expanded to new resources. |
| Alias cannot be enabled | It needs a data-owning leaf with zero or one property, no linked children, and a family not already bound to another Alias. |
| Move rejected | Check self/subtree movement, Alias destinations, linked items, insertion position, Class constraints, and current revisions. The move is validated as a whole. |
| Bulk rename joined words | Prepend/Append add text literally. Include spaces or punctuation explicitly and inspect the preview. |
| Bulk selection includes hidden items | Previously checked rows remain checked when collapsed/filtered. Review the full selection; visible select-all affects only eligible visible rows. |
| Inactive item still visible | Inactive is retained data. Tree inspection and local search can still show it, while active references/calculations exclude it. |
| Customized row value is absent | Class display skips missing/conditioned values and uses unconditional current All data values, not arbitrary Layer results. The label is the fallback. |
See Resources. Treat deletion dialogs as destructive: resource/subtree deletion is not a soft-delete or a restore workflow.
Property and snapshot problems
- Duplicate family on one resource: reuse or edit the existing assignment. A matching label shares one project-wide family and cannot be assigned twice to the same resource.
- Type controls locked while adding: the label matches an existing family. Its kind, datatype, multiplicity, and reference Class are reused.
- Metadata change rejected: existing values, rules, or other assignments may depend on the current definition. Review the family's Connections and choose a compatible change.
- Reference missing or unavailable: check the anchor Class, active status, eligibility below that Class, and selector scope. The Class itself is not a target.
- Wrong number of selected references: a selector can expand into children or leaves. Check the scope rather than counting selected chips alone.
- Empty grid cell: distinguish missing assignment, unset value, unavailable value, no snapshot, loading, and no current snapshot. Inspect Details before editing.
- Grid cell read-only: it may be a Resource group, linked occurrence, File cell, wrong Alias family, unavailable data, or a resource with periods but no current snapshot. Also check your role.
- Default differs under a Layer: the input is contextual. Use All data, if authorized, to inspect the unconditional default.
- Reorder handles absent: reordering is disabled under a Layer or read-only selection. Use All data and a canonical resource.
- Project snapshot dates cannot be edited in Details: the resource follows the Project timeline. An Admin/Owner manages those periods; switching a resource to Local requires Editor or higher.
- Switch to Project timeline rejected: one Project interval may overlap multiple local snapshots. Resolve the ambiguity rather than assuming the app will pick a value.
- Geolocation rejected: enter both coordinates within the allowed ranges. It is not a free-text address.
- Formatted text lost unsupported formatting: images, embedded media, code, mentions, and unsafe markup are not supported. Use File attachments for external documents.
See Properties, Snapshots, Conditions, and Layers.
File problems
Check Editor Project access, supported file type, up to 10 files, 25 MiB per file, 100 MiB combined, and a valid filename. Unknown or unsupported file types can be rejected even when the extension looks familiar. See Files.
Wait for upload completion and then save the attachment value. A new batch replaces the draft list rather than appending automatically. After a timeout, check existing attachments before uploading again.
Downloads require Project access and an authenticated browser session; Layer-only access is insufficient. A file search result opens the Project rather than downloading or locating the attachment. Use the filename in the owning resource's Details.
Removing a filename from a draft does not physically delete its stored file. Another saved value or condition may still use it, and physical cleanup is not guaranteed by saving the removal. There is no customer unused-file cleanup browser; contact support for physical-removal requirements.
Search problems
Global search needs at least two characters. Scroll for additional results; counts describe what has loaded. Try Fuzzy search for approximate wording and check your access before treating an empty result as proof of absence.
Resource search only matches labels. Closing its bar preserves a query and active chip; clear it to restore the prior tree expansion. Opening Table mode clears this local search. Global search does not inspect attachment contents. The header search is hidden at compact layout widths; widen the window where practical. See Search.
Undo, deletion, and assistant limits
Undo covers only the latest supported successful transaction in the current tab. It can be absent, expired, or blocked by changed items/permissions. Inspect its conflict message. There is no Redo, and an irreversible deletion is not recoverable through this control.
Workspace deletion locks and hides a subtree before background removal completes. Review Recent deletions on Start. A failed deletion job is a support issue, not evidence of a usable restored workspace.
The assistant may be disabled or unavailable. Use normal controls when it cannot run. Approved or automatically executed data changes are not reversed by deleting the conversation. Review the actual workspace and available Undo before requesting the same change again.
Account archive export, self-service account deletion, activity digests, and in-app theme/density/two-factor configuration are not supported customer workflows in the current screens.
What to include when asking for help
Provide the time and timezone, workspace/resource label through an appropriate private channel, active Layer, selected snapshot or As of date, pane/mode, action attempted, exact error, and whether refreshing showed the change already applied. Mention your expected role without supplying credentials. Share only the minimum data needed to reproduce the problem.
Last reviewed: 2026-10-01