Troubleshooting: Upload Issues

Overview

If a file upload fails, stalls, or doesn't process correctly, the cause is almost always one of a small number of things. Work through this article from the top — the most common cause is at #1.

Common Scenarios

If you're having trouble uploading data, find your scenario below for the quickest fix.

My upload failed with a red error icon

1. The most common cause is a coordinate system mismatch — see section 1 below.
2. The second most common cause is wrong file packaging (e.g. shapefile missing .prj) — see section 2.
3. If the file is in an unsupported format, see Supported File Formats.

My orthomosaic upload won't process

• Confirm the GeoTIFF has embedded geo-referencing or includes a sidecar .tfw file.
• Check the file's coordinate system matches the project's CRS.
• For very large orthomosaics (multi-GB), wait — processing can take 30+ minutes.
• If you've used all your processing tokens, top up before retrying.

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

• Confirm the file's CRS matches the project — point clouds with mismatched CRS will fail or appear in the wrong location.
• For multi-GB files, use a stable wired connection and don't close the browser tab during upload.
• Processing can take 30+ minutes for large datasets — be patient before assuming failure.

My shapefile won't upload or processes incorrectly

• You must upload a ZIP containing .shp, .dbf, .shx, and .prj.
• If the .prj is missing, Soarvo can't verify the coordinate system and the upload will fail.
• Don't ZIP the parent folder — ZIP the files directly.

My 3D mesh (OBJ or DJI Terra) failed

• For OBJ: ZIP must contain .obj + .mtl + textures. Rename textures to remove spaces — spaces in filenames are a common cause of failure.
• For DJI Terra: ZIP the contents of the terra_b3dms folder, not the folder itself.

My upload stalls or never finishes

• Use a stable, wired internet connection for multi-GB files.
• Don't close the browser tab during upload.
• If the tab disconnected, the file may need to be re-uploaded — open the location and check the File upload panel.

My drone imagery won't process

• Check your processing token balance — drone imagery processing requires tokens.
• If you have zero tokens remaining, processing won't start until your balance is topped up.

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Full Troubleshooting Checklist

If the scenarios above don't resolve it, work through these checks in order — most common cause first.

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1. Coordinate system mismatch

Your file must use the same coordinate system as the project. A mismatch is the single most common cause of upload failures and of data appearing in the wrong place on the map.

1. Check the project's CRS: from the home screen, click ⋮ on the project card and choose Settings. Note the Coordinate system value.
2. Open your source file in your GIS or CAD software and confirm the CRS matches the project.
3. If it doesn't, re-export the file 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 the complete packaging rules for every format.

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3. Processing is taking a long time

Large datasets, especially point clouds and 3D meshes, can take several minutes to process after the upload completes. The File upload panel will show the file in a Processing state with a spinner.

• Leave the location open or come back to it after a few minutes.
• Refresh the page if a green tick ✓ doesn't appear within ~10 minutes for a typical file.
• For very large files (multi-GB point clouds), processing can take 30 minutes or more.

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4. Upload failed with an error icon ⚠

A red ⚠ next to the file means processing didn't complete. Most likely causes:

• The file is in an unsupported format — check Supported File Formats.
• The file is corrupted — try re-exporting from your source software.
• The packaging is wrong — see the table above for format-specific rules.
• The file uses an unusual variant Soarvo hasn't tested yet — contact support.

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5. The browser tab disconnected during upload

Large uploads need the browser tab to stay open. If you closed the tab or lost your connection part-way through, the file may need to be re-uploaded.

• Open the location and check the File upload panel — if the file isn't listed, re-upload it.
• Use a stable wired connection or strong Wi-Fi for multi-GB uploads.
• Avoid closing the browser tab until you see the green tick ✓.

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6. You've hit a quota limit

Check your storage quota: click the account icon → Resource limits. If Storage is near 100%, free up space by deleting unused locations or contact your Soarvo Administrator to increase the limit. See Resource Limits & Quotas.

For raw drone processing, also check the Tokens line — processing won't start if you have zero tokens remaining.

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Still Stuck?

If none of the above resolves your issue, contact Soarvo support via 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