Troubleshooting
Resolve problems with projects, synchronization, plans, validation, and export.
Start with the row that best matches the problem. Do not remove project data before downloading a copy with Download project on the project overview, where possible. This route also works when the editor no longer opens.
Missing project or data
| Problem | Check and action |
|---|---|
| Local project is not visible | Open the same device, browser profile, and app domain. Check where local and cloud projects are stored. |
| Cloud project is not visible | Sign in with the correct account, go online, and refresh the start screen. Check team and project access. |
| Project no longer opens | Do not delete or reset anything. Download the project from its menu on the project overview, outside the editor, then contact support. |
| Cloud synchronization keeps running | Stay online, wait, and do not open the project in several tabs. Download a copy before force-closing the page. |
Collect information for support
- Record what you were doing and which click triggered the problem.
- Copy the complete error message.
- Include the browser, device, and whether the project is local or cloud-based.
- Download the project from the project overview if possible.
- Choose Contact support at the bottom of the project overview, or choose Menu > Contact support in the app.
- Select Include workspace export with message when support needs the project. The attached copy provides more context; installation and installer addresses are removed.
Never share account passwords, project PINs, or other secret access codes with support.