Troubleshooting

Common issues and how to fix them.

Login Issues

Can't Log In

Symptoms: Login fails, password rejected

Solutions:

1. Verify email address is correct
2. Try "Forgot Password" to reset
3. Check caps lock is off
4. Clear browser cache and cookies
5. Try incognito/private window

Session Expired

Symptoms: Suddenly logged out

Solutions:

• This is normal after inactivity
• Log in again
• Check "Remember me" for longer sessions

Upload Problems

File Won't Upload

Symptoms: Upload fails or hangs

Check:

• File size under limit (200 MB)
• Supported file type (PDF, PNG, JPG, etc.)
• Stable internet connection
• File not corrupted

Try:

• Smaller file size
• Different file format
• Different browser

Upload Slow

Symptoms: Taking very long

Solutions:

• Check internet speed
• Try smaller files
• Upload during off-peak hours
• Use wired connection instead of WiFi

Takeoff Issues

AI Detection Not Working

Symptoms: No results, poor detection

Check:

• Scale is calibrated
• Drawing is high quality
• Supported drawing type (architectural plans work best)

Try:

• Higher resolution file
• PDF instead of image
• Original CAD-generated file
• Manual drawing tools

Wrong Measurements

Symptoms: Quantities seem incorrect

Most Common Cause: Scale is wrong

Fix:

1. Verify scale with known dimension
2. Recalibrate if needed
3. Re-run detection

Shapes Won't Draw

Symptoms: Can't create measurements

Solutions:

• Click to start, click to add points, Enter to finish
• Make sure correct tool is selected
• Zoom in for precision
• Check layer is editable

Display Issues

Page Not Loading

Symptoms: Blank screen, errors

Try:

1. Refresh the page
2. Clear browser cache
3. Try different browser
4. Check internet connection
5. Disable browser extensions

Charts Not Showing

Symptoms: Empty graphs, missing data

Solutions:

• Verify date range has data
• Check filters aren't hiding everything
• Try different view period
• Refresh the page

Mobile Display Problems

Symptoms: Layout broken on phone

Solutions:

• Use latest app version
• Try landscape orientation
• Some features are desktop-only
• Clear app cache

Performance

App Running Slow

Symptoms: Delays, lag, freezing

Solutions:

• Close other browser tabs
• Clear browser cache
• Update browser
• Check internet speed
• Try different browser
• Restart browser

Large File Processing Slow

Symptoms: PDFs taking forever

This is normal for:

• Very large files (50+ pages)
• High-resolution images
• Complex drawings

Tips:

• Split large PDFs
• Reduce image resolution
• Be patient with big files

Integration Issues

Sync Not Working

Symptoms: Data not flowing to connected apps

Check:

• Integration still connected
• Credentials still valid
• Permissions correct

Try:

• Disconnect and reconnect
• Manual sync trigger
• Check integration status page

Export Problems

Export Fails

Symptoms: Download doesn't start

Solutions:

• Check pop-up blocker
• Try different browser
• Wait for processing to complete
• Try different format

Export Data Wrong

Symptoms: Missing items, wrong numbers

Check:

• Correct items selected
• Filters set correctly
• Scale calibrated properly

Email Issues

Not Receiving Emails

Symptoms: No notification emails

Check:

• Email address correct in profile
• Check spam/junk folder
• Email notifications enabled
• Add BuildVision to allowed senders

Quote Email Not Sent

Symptoms: Client didn't receive

Solutions:

• Verify client email address
• Ask client to check spam
• Resend the quote
• Try PDF download instead

Billing Issues

Payment Failed

Symptoms: Charge declined

Solutions:

• Verify card details correct
• Check card not expired
• Ensure sufficient funds
• Try different payment method
• Contact your bank

Wrong Charge

Symptoms: Unexpected billing

Solutions:

• Check billing history in Settings
• Review plan changes
• Contact billing@buildvisionai.com

Still Stuck?

Contact Support

If nothing works:

• Email: support@buildvisionai.com
• Include: What you were doing, what happened, screenshots

Check Status

Service issues: status.buildvisionai.com (if available)