Troubleshooting
Error messages explained
The messages people ask us about most, what each one means and what to do.
| Message | What it means | What to do |
|---|---|---|
| These credentials do not match our records. | Wrong email or password. | Check both. See Sign-in problems. |
| Too many sign-in attempts. Try again in N seconds. | 5 wrong tries. | Wait for the time shown. |
| This invite is not valid | Used, cancelled or incomplete invite. | See Invite link not valid. |
| Use the email address that the invite was sent to. | You signed up with another email. | Use the invite email. |
| Only an admin can invite people or change roles. | You are not an admin. | Ask an admin. |
| This email already has a pending invite. Cancel it first to send a new one. | An invite is waiting. | Cancel it, then invite again. |
| There is already a reading at this depth. | One DCP reading for each depth. | See Second reading refused. |
| A layer needs at least one description. | You tried to remove the last description. | Edit it instead. |
| This project already has site information. Update it instead. | Site information exists. | Use Edit site information. |
| The borehole and everything logged in it will be deleted. | Delete confirmation. | Press cancel if you are not sure. |
| That borehole is not in this project. | Deleted or wrong link. | Open the project again. |
| The PDF could not be made. | The log could not be drawn. | Press Retry PDF download. |
| This project is in testing. Field data cannot be changed now. | A driller tries to change field data after the handover. | Ask an engineer to reopen if the field data must change. See Sign off and reopen. |
| This project is signed off. Lab results are locked. | The project is signed off. | An engineer can reopen it with a reason. |
The page says "We could not find that page"
The link is old, or the item was deleted. Go to Projects.
Everything looks stuck
Reload the page. If a screen shows a grey loading bar for more than a minute, check your signal. If it still does not load, contact support and tell us the screen and the time.
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