Troubleshooting

Start with the visible symptom. Record the exact error text, project, page and time, but never send passwords, one-time codes, payment details or MCP tokens through an unapproved channel.

Upload is rejected or does not finish

UI path: Projects → Upload a plan PDF

Confirm the file ends in .pdf and opens locally without a password or repair warning.
Confirm your organization role is Owner, Admin, Project manager or Editor; a Viewer cannot create projects.
If the subscription is inactive, existing projects remain viewable, but uploads and exports are blocked until billing is active.
Select the file again, choose Upload and keep the tab open through Uploading… and Analyzing pages….
If upload succeeded but page analysis failed, open the project and select Re-analyze pages once.

A retry creates another project; it does not append to the failed one. Repeated encrypted/corrupt-PDF errors require a clean source export. See Getting started and Dashboard and pages.

The page is Scanned, or legend scan is unavailable

The dashboard mode describes PDF content, not quality:

Vector + text: geometry and embedded text are available;
Vector: geometry is available, but label assistance may be limited;
Scanned: the sheet is image-based.

Scan legend requires embedded text on a vector page. For Scanned sheets, add classes from clean plan crops, use raster matching and expect more review. If a supposedly vector page renders incompletely, try Re-analyze pages; if it remains Scanned, obtain a vector/text PDF export. See Symbols and manual placement.

Lengths/areas are blank or implausible

UI path: Cables & pipes → Set scale, or Review & count → Calibrate scale

Confirm the sheet is Enabled.
Calibrate that page from a long known dimension; scale is per page.
Enter explicit units, such as 12' 6", 12.5 ft or 3.8 m.
Check a second dimension with Ruler or Measure.
Verify the project Units, path/polygon and correct sheet.
Reopen Estimate or regenerate the export.

Fit-to-page printing can invalidate a title-block ratio, and one scale cannot correct perspective distortion. See Scale and measurement.

Detection returns zero or poor matches

UI path: page Review & count

Before Detect all symbols, confirm an analysed, Enabled page is in scope and legend items have a signature, tight template or plan-side example. Clear …across all pages and leave Auto-confirm off for the test.

Zero/few matches: verify the example occurs on the sheet, tighten its crop and right-click a correct occurrence to Use as example.
False positives: improve the crop/class distinction and tighten one control family at a time.
Duplicates: tighten overlap suppression.
Rotated misses: add a rotated occurrence before expanding global rotation search.
Scan misses: use a cleaner scan, adjust raster threshold conservatively or place manually.

A rerun replaces scoped automated detections but preserves manual boxes. Review first if boxes were moved/reclassified. See Automatic detection and Review, statuses and quality.

Detection is queued, stale or slow

Detection and Find similar are background jobs. A capable browser can assist; if it sleeps, closes, goes offline or a worker fails, the server takes over more slowly.

Leave one review tab open if you want browser assistance.
Watch the inline/top notification; success reports created, replaced and skipped counts.
On Background processing timed out, reload and inspect results before retrying: polling may have ended before server work.
On failed or stale, record the error. Stale means queued/running work was orphaned by a service restart.
Retry once on the current page with …across all pages clear.
If repeatable, report project/page, job kind, time and error.

Symbols are missing from counts

Confirm the sheet is Enabled.
Clear class/status filters and inspect Candidate, Needs review, Ignored, Confirmed and Manual.
Run Review queue; Candidate and Needs review do not enter default counts.
Check class spelling and that the legend item still exists.
Use Find similar from selected, Unknown symbol suggestions, a plan-side example or Draw box.
Compare full-page populations with Inventory.

Only Confirmed and Manual enter reviewed counts. See Reference lines and bulk actions.

Estimate is empty or wrong

UI path: project → Estimate

Empty BOM: verify reviewed counts and each class's assembly recipe.
Missing/zero material: in Parts, verify the part, unit cost and precedence.
Cable/pipe missing: verify its sheet is Enabled/scaled, then check $ / ft, multiplier and spare.
Labour wrong: check Labor rate ($/h), assembly hours and h / ft.
Tax wrong: choose Taxes → Org default, a named group or No tax. Organization edits do not rewrite a group's snapshot already selected on an estimate.
Stale totals: wait for Saved — totals updated., then reload.

AI check can flag issues but is not proof of completeness. See BOM and assemblies, Parts catalog and Estimating.

Export fails or includes unexpected rows

Confirm an active subscription and export permission. Choose Include candidates before Grouped CSV, Instances CSV or Annotated PDF; annotated PDF includes candidates by default unless changed. On Estimate use Estimate PDF or Excel (takeoff.xlsx). Regenerate after changes. If one format fails twice, record its error. See CSV, PDF and Excel exports.

Invalid email or password: check the email, use Forgot password? and wait out a 15-minute lock after repeated failures.
Verify your email before signing in: select Resend the verification email.
Invalid or expired code: use the latest six-digit code within 10 minutes and start a new sign-in if necessary.
No code: check spam/quarantine and ask an administrator to confirm the account is active.
Microsoft error: use Sign in with Microsoft, the connected tenant and Microsoft MFA when required. Owners/Admins retain native-password fallback.
403 Forbidden: check the effective project role. A Reviewer cannot run detection/edit geometry; a Viewer cannot edit/export.
Deactivated account/session: only an Owner/Admin can reactivate it; deactivation revokes sessions.

For invitation links, use Administration → Invitations → Resend or Revoke. See Organization administration and Security, privacy and Law 25.