Troubleshooting

I didn't receive my invitation email

1. Check spam or junk.
2. Ask your Administrator to confirm the address and resend from User Management.

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My invitation link isn't working

1. Paste the full link directly into your browser.
2. If expired, ask your Administrator for a new invitation.
3. Try a different browser or incognito window.

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I forgot my password

1. Go to live.soarvo.com.
2. Click Forgot password.
3. Enter your email and follow the reset link.

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I can log in but I can't see any projects

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I can see a project but not a specific location

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The page is slow or not loading

1. Check your internet connection.
2. Switch to Chrome or Edge.
3. Clear your browser cache.
4. Close other tabs.

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What's Next?

• Resetting Your Password
• Logging In for the First Time
• User Roles Explained
• FAQ
• Troubleshooting: Data Not Displaying
• Two-Factor Authentication (MFA)

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Overview

Upload failures almost always fall into a small number of categories. Work through this article from the top — the most common cause is at #1.

Common Scenarios

My upload failed with a red error icon

1. Most likely: coordinate system mismatch — see section 1.
2. Second most common: wrong file packaging (e.g. shapefile missing .prj) — see section 2.
3. Unsupported format — see Supported File Formats.

My orthomosaic upload won't process

• Confirm the GeoTIFF has embedded geo-referencing or a sidecar .tfw.
• Confirm the file CRS matches the project.
• Large orthomosaics (multi-GB) can take 30+ minutes.
• If processing tokens are exhausted, top up before retrying.

My point cloud (LAS/LAZ) won't upload

• Confirm the file CRS matches the project — a mismatch causes failure or wrong placement.
• For multi-GB files, use a stable wired connection and keep the browser tab open.
• Large datasets can take 30+ minutes to process.

My shapefile won't upload or processes incorrectly

• Upload a ZIP containing .shp, .dbf, .shx, and .prj.
• Without .prj, Soarvo can't verify the CRS and the upload will fail.
• ZIP the files directly — not the parent folder.

My 3D mesh (OBJ or DJI Terra) failed

• OBJ: ZIP must contain .obj + .mtl + textures. Rename textures to remove spaces.
• DJI Terra: ZIP the contents of the terra_b3dms folder, not the folder itself.

My upload stalls or never finishes

• Use a stable, wired connection for multi-GB files.
• Keep the browser tab open until upload completes.
• If the tab disconnected, check the File upload panel — re-upload if the file isn't listed.

My drone imagery won't process

• Check your processing token balance — processing requires tokens and won't start on a zero balance.

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Full Troubleshooting Checklist

If the scenarios above don't resolve it, work through these checks in order.

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1. Coordinate system mismatch

Your file must use the same coordinate system as the project — a mismatch is the most common cause of failures and wrong placement.

1. Click ⋮ on the project card → Settings. Note the Coordinate system.
2. Confirm your source file CRS matches.
3. If not, re-export with the correct CRS and re-upload.

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2. Wrong file format or missing parts

Each format has specific packaging rules. The most common errors:

See Supported File Formats for complete packaging rules.

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3. Processing is taking a long time

Large datasets — especially point clouds and 3D meshes — can take several minutes after upload. The File upload panel shows a Processing spinner.

• Leave the location open or return after a few minutes.
• Refresh if a green tick ✓ doesn't appear within ~10 minutes for a typical file.
• Multi-GB point clouds can take 30+ minutes.

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4. Upload failed with an error icon ⚠

A red ⚠ means processing didn't complete. Likely causes:

• Unsupported format — check Supported File Formats.
• Corrupted file — re-export from your source software.
• Wrong packaging — see the table above.
• Unusual file variant — contact support.

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5. The browser tab disconnected during upload

If the tab closed or the connection dropped mid-upload, the file may need re-uploading.

• Check the File upload panel — re-upload if the file isn't listed.
• Use a stable wired connection for multi-GB uploads.
• Keep the tab open until the green tick ✓ appears.

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6. You've hit a quota limit

Click the account icon → Resource limits. If Storage is near 100%, delete unused locations or ask your Administrator to increase the limit. See Resource Limits & Quotas. For drone processing, also check Tokens — processing won't start at zero.

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Still Stuck?

Contact Soarvo at soarvo.com/contact with:

• The file name and format
• The project name and CRS
• A screenshot of the error
• The approximate file size

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What's Next?

• Supported File Formats
• Uploading Data to a Location
• Troubleshooting: Data Not Displaying

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Overview

The layer appears in the Layers panel but nothing shows on the map. Work through this checklist — the cause is almost always one of these.

Common Scenarios

My orthomosaic isn't showing in the Data Viewer

1. Open Layers and confirm the eye icon (👁) is enabled.
2. Click Reset View (top-centre) to re-centre the map.
3. Check the File upload panel — confirm a green tick ✓, not a spinner or ⚠.
4. If still not visible, the orthomosaic likely has a different CRS than the project — see Coordinate system mismatch below.

I uploaded a file but it's not visible on the map

• Eye icon toggled off — click to enable in the Layers panel.
• Map zoomed away from data — click Reset View.
• Processing not finished — wait and refresh; large files can take 30+ minutes.
• CRS mismatch — file CRS doesn't match the project.

My point cloud uploaded but I can't see it

• Switch to 3D mode — point clouds and 3D meshes don't render in 2D.
• If colour mode is Classification, open the Classification Panel and enable at least one class.
• If colour mode is Elevation, reset the height range to cover your data.
• Lower the Performance Accelerator for a denser display.

My shapefile or DWG isn't appearing

• Confirm upload succeeded (green tick ✓ in the File upload panel).
• Check the layer is toggled on in the Layers panel.
• For shapefiles, the .prj must have been in the ZIP — without it, data may land in the wrong place.
• Click Reset View.

My drone imagery processed but didn't appear in the Data Viewer

• Confirm processing finished — File upload panel shows a green tick ✓.
• Toggle the new layer's eye icon on in the Layers panel.
• Click Reset View.
• If processing tokens ran out, processing may have stopped early — check balance under Resource limits.

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Full Troubleshooting Checklist

Work through these checks in order.

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1. The layer is toggled off

Open Layers. If the eye icon (👁) is crossed out, click it.

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2. The map is zoomed away from your data

Click Reset View (top centre) to re-centre on all loaded data. If data still doesn't appear, the layer likely has a CRS mismatch (see point 4).

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3. Processing isn't finished yet

Large files continue processing after upload. Check the File upload panel:

• Spinner — wait and refresh.
• Green tick ✓ — done; move to the next check.
• Red ⚠ — failed; see Troubleshooting: Upload Issues.

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4. Coordinate system mismatch

If the eye icon is on, processing is complete, and Reset View still shows nothing, the file CRS doesn't match the project.

1. Click ⋮ on the project card → Settings. Note the Coordinate system.
2. Confirm the source file CRS matches.
3. If not, delete the layer, re-export with the correct CRS, and re-upload.

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5. You're in the wrong viewing mode

Some data only displays correctly in one mode:

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6. The point cloud display settings are hiding it

Check Point Cloud Settings (see Point Clouds & 3D Models):

• Classification mode + all classes hidden → enable at least one class
• Elevation mode, range doesn't cover your data → reset the range
• Performance Accelerator too high → lower it

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7. The layer is below the terrain or basemap

For subterranean data below Cesium terrain:

• Enable the Depth toggle in the Panel.
• Reduce Cesium terrain opacity if it's blocking the view.
• Toggle Background visibility off for a black background.

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What's Next?

• Using the Layers Panel
• Troubleshooting: Upload Issues
• Point Clouds & 3D Models