Support
Troubleshoot saving uploads maps and missing content
Where
The relevant project screen
Work through common issues without deleting records or replacing working credentials unnecessarily.
Steps
- If a point is missing, check the correct background, active record state, filters and whether its placement was published.
- If an edit is blocked, check trial or subscription access, then whether the field is linked to Google Sheets.
- If an upload fails, check file type, per-file size and the total Account storage allowance.
- If Google Maps fails, use Retry map; ask the administrator to check key restrictions and billing. For address-only failures, check Geocoding API.
- If Saving persists, keep the editor open, note the action and elapsed time, and use the error’s Retry option when shown.
- Provide support with the project, background, steps and visible error, omitting credentials and sensitive customer details.
Expected result
The likely cause is narrowed down while saved project content is preserved.
Tips and limits
Reloading can discard unsaved changes. A missing public map can reflect unpublished changes, expired access or a disabled viewer. For a 3D point hidden unexpectedly, check Hide points behind model and its leader endpoint.
Effect on the published viewer
Troubleshooting itself does not publish; publish only the corrected draft changes you intend to release.