Troubleshooting and FAQ

Fixes for the problems people actually hit: sign-in, GPS, offline maps, notifications, uploads and sync.

Most problems in the field come from a handful of causes: a connection that is not there, a permission that was refused once, or a rule that hides something from you on purpose. This page goes through the symptoms people report most, with the likely cause and the quickest fix. If nothing here helps, tell your organiser what you saw and at what time, and which device and browser you use. That is what an administrator needs to look it up.

Signing in#

Check the username or email and type the password again. Passwords are case sensitive, and a password manager sometimes fills in an old one.
If the message says there were too many attempts, wait. After 8 failed attempts for the same account the form is locked for a while (15 minutes by default). Retrying earlier only extends the wait.
If your organiser uses a company login, use the same form and your company password. Your password cannot be changed in SCAD Maps in that case.
A new account that you requested yourself cannot sign in until an administrator has approved it.
Ask an administrator to check that your account is active and to reset the password if needed.

I keep being signed out#

Sessions last 7 days and renew themselves while you use the app. You are signed out sooner if an administrator ended your session or changed your access, if your password was reset, or if the same refresh was used from two places (which ends the session for safety). Guest sessions end at the time set on the QR code. Company-login sessions are capped at 24 hours.

This is expected. The access token lives only in the memory of the page, so after a complete restart of the app it needs a connection once to sign in again, even when the maps are downloaded. Do this while you still have signal, before you walk out of coverage.

I scanned a QR code and it does not work#

Guest codes ask for a PIN, and the PIN can be changed by the organiser. Ask for the current one.
A code can be disabled, archived or past its limit of uses. An administrator can see this in the QR list.
Some codes only create an access request. Then you must wait for approval, and you will get a message once it is done.

The map#

The map is blank or the plan is missing#

Reload the page. Layers load again with the page.
Open the layer list and check that the plan is switched on and its opacity is not zero.
The plan may be limited to certain groups. A plan you may not see is not sent at all, so ask an administrator whether it is meant for you.
If use downloaded only is on, tiles that were not part of your download stay empty on purpose. Switch it off while you have a connection, or download the venue at a higher quality.
Zoomed in beyond what you downloaded, the picture is enlarged rather than fetched. It gets blurry, not empty.

The floorplan looks shifted#

The plan itself is placed with its coordinates. If it sits several metres off the real world, the drawing was published with the wrong coordinate system or swapped corners. This is a data issue that the operator has to correct; see Venue maps.

The map is slow on my phone#

Switch off layers you do not need, above all the 3D buildings and the rain radar.
Use a smaller interface size and close other heavy apps.
Downloaded maps are quicker than streaming on a poor connection.

The 3D buildings or the rain radar are missing#

Both are optional and are switched on per instance, so an instance without them has no such entry in the map menu. The radar switch also refuses to turn on while the device is offline. See 3D buildings and models and Rain radar.

Notes, areas and tasks#

Somebody says they saw my note but I cannot see theirs#

Visibility follows access rules. Restricted accounts only see content of their own groups, guests only see notes shared with them, personal notes have no location and are private, and a task assigned to one person and no group is private to that person. Compare with Roles and permissions matrix.

I cannot edit or delete an item#

Notes and areas can be changed by the person who made them and by Admins. Tasks can be edited by their creator, their assignees, people in an assigned group and administrators, but only the creator or an Admin can delete them. Anyone who sees a checklist can tick its items off.

The area will not save#

Area name is required. Give it a name.
Polygon must not self-intersect. Two sides of the outline cross each other. Move a corner so the outline does not touch itself.
Turning on geofencing or a capacity needs a User Admin or an Admin.

My task or note does not appear on the map#

Items without a location are lists only. Place them on the map to get a pin.
A task can have a start time in the future. Until then it is hidden from the map for everyone.
Closed and archived items are hidden unless you ask for them in the filters.
A group filter may be switched on. Clear the filters and check again.

I cannot save because the text is too long#

A note holds up to 500 characters, a task title up to 140 and a task description up to 1,000. A chat message holds up to 4,000.

Photos, files and voice notes#

An upload fails#

Photos may be up to 2 MB, documents up to 10 MB and voice notes up to 1 MB. The message names the limit that was exceeded.
The type must be WebP, JPEG or PNG for images, and PDF, plain text or CSV for documents. Files are checked by their contents, so renaming a file does not help.
Every person has a storage quota of 50 MB. Delete old attachments or ask an administrator.
The photo picker is disabled while offline, and guests cannot upload.
If the message says you are uploading too fast, wait a moment.

A voice note says it has expired#

The audio is deleted from the server after 7 days. If the device that played or recorded it still has its copy, it plays from there. Otherwise only the message remains.

The microphone does not record#

The browser has to be allowed to use the microphone for this site. Check the site settings of your browser, and note that a page needs a secure connection (https) for the microphone to be available at all.

Location and GPS#

My dot is not on the map, or others do not see me#

Open Notifications & location and check that location sharing is switched on for this device. Sharing is off until you turn it on.
Allow location for this site when the browser asks. If you refused before, change it in the browser or phone settings and reload the page.
Make sure the phone's own location service is on, and that the browser is allowed to use it.
Guests cannot share their location.
Positions of people are shown for about 10 minutes after their last update, so a person who lost signal fades away.

The position jumps or is inaccurate#

Indoors and next to large structures, GPS is less accurate. Switch on high-accuracy mode in the location settings for a better fix, at the price of more battery. See People and location for both settings and for battery advice.

The position stops when I lock the phone#

A browser can only report the position while the page is active. Keep SCAD Maps open and the screen awake while you need to be found. Phones stop web apps in the background to save power, and that is decided by the phone, not by SCAD Maps.

Notifications#

I do not receive alerts#

Alerts must be switched on per device, under Notifications & location. See Settings and account for the four messages that explain why the switch may be grey.
On iPhone the app must be added to the Home Screen first.
Alerts are sent for tasks and incidents assigned to you and for direct messages. They are held back while the app is open and in the foreground, since you already see them there.
The instance must have push alerts set up by its operator; otherwise the switch says so.
Check that your phone does not silence the browser or the installed app.

Notifications keep arriving on a device I no longer use#

Signing out on a device removes its subscription. On a device you lost, ask an administrator to end your sessions, or change your password.

Offline and sync#

The offline download does not finish#

Keep the screen on and stay on a reliable connection. The download continues from where it stopped.
Check free storage on the phone. A higher quality needs more space; medium is a good default.
You can only download the maps you are allowed to see. Downloading everything in one file needs access to all layers.

Changes I made offline have not arrived#

They wait in the outbox and are sent once the connection is back. Keep the app open until the status bar shows you are connected again. Photos, documents and new voice notes cannot be queued because they need to be uploaded.

I do not see the newest data after reconnecting#

Pull the map a little or reload the page. The app reloads what is in view on reconnect, and events sent while you were away are not replayed.

The app asks me to reload#

A new version is available. Choose Reload when it suits you, for example after you have finished the voice note you are recording. Nothing is reloaded behind your back.

Chat#

Guests have no chat at all.
Group channels are only visible to members of the group. Ask an administrator to add you.
If you send many messages quickly, the server slows you down after 40 a minute.
Direct messages can only be read by the two people involved, also by administrators.

Contacting us#

For instance-specific problems, contact your organiser or the operator of your instance first, since they can see settings and logs. For questions about SCAD Maps itself you can write to info@anivizzion.nl. Please add the time, what you did, what you expected and what happened instead, the device and browser, and a screenshot if you can. Do not send passwords.