Troubleshooting

Most of what looks like a fault in Teralo turns out to be one of about a dozen things, and nearly all of them are faster to check yourself than to ask about. This is that list, in the order worth working through.

By far the most common one, and there are four possible answers. Check them in this order, because each is cheaper than the one after.

Are you on the right project? Permission templates differ between projects and between organisations. This is the answer more often than the other three put together.

Is it a host thing? Some areas belong to the organisation running the job: its settings, its tool configuration, report authoring, procurement, the Payments tab inside a contract. No permission produces those for a guest. See Hosts and guests.

Is it in your template? A tool appears in the sidebar when you hold at least one permission for it. Nothing in the template means nothing in the sidebar, and the fix is for the host to move you onto a different template or widen the one you are on. See How permissions work.

Does your plan include it? If you go to the address directly and get Not included in your plan, the tool is outside your organisation's agreement and no permission will bring it back. That is a conversation with your account contact. See Plans and entitlements.

A change you made has not appeared for somebody else

A permission change takes effect the next time they open the project. They do not need to sign out; they do need to navigate.

Usage figures on the billing page move once a day. A project created this morning appears in tomorrow's snapshot. See Billing.

Check the spam folder before assuming the invitation was never sent. It lands there more often than it should.

An invitation is issued to one email address. Sign in with that one. Signing up separately with a different address creates a second account with no access to anything.

Forgot password on the sign-in screen is also Teralo's sign-out-everywhere. A password reset ends every session on the account; changing your password from inside settings does not. If you think somebody else is in your account, use the reset. See Security and two-factor authentication.

Lost your two-factor device and your backup codes? Nobody in your organisation can lift it. It is a form to Teralo support.

Teralo is not emailing you

Email is the only way Teralo reaches out. There is no notification centre, no bell and no push notification, so a switch turned off means nothing will tell you.

Work through it in this order.

Check your notification settings. Everything is on by default, so something is off because somebody turned it off. Settings, then Account, then Notifications. See Notification settings.
Check your spam folder, and add the Teralo sending address to your safe senders.
Check which address is on your account. Notifications go to your sign-in email and nowhere else.
Billing emails are different. Invoices and usage alerts go to the billing email set on the billing page, which is often accounts payable rather than you. With that field empty, usage alerts are never sent at all.

A reply by email did not appear in the thread

Four causes, in order of likelihood.

It was not a reply. Reply to the notification Teralo sent. A fresh email composed to some other address has nothing to attach itself to.

It was over twenty-five megabytes, attachments included.

It was an automatic reply. Out-of-office messages and anything marked as bulk are dropped on purpose, to stop two systems answering each other forever.

It went astray. A message that looks like a reply but cannot be matched is forwarded to Teralo support rather than discarded, so ask.

See Integrations.

An upload is refused

Five gigabytes is the maximum for a single file.

SVG and HTML files are refused outright, along with .htm, .xhtml and their relatives. Those file types can carry active content that would run inside Teralo when somebody previewed them. Convert a drawing exported as SVG to PDF.

A project is capped at 200 GB by default. Past that, uploads are refused rather than charged. It can be raised; ask support. See Plans and entitlements.

A page says it needs a larger screen

The report builder will not render below a laptop width, and dashboards are read-only on a phone. Both are deliberate: neither is operable with a thumb. Reports and boards built elsewhere are perfectly readable on a phone. See The report builder.

Search is not finding a document

Content search is literal, and there is no text recognition. Teralo reads the text layer that is already inside a PDF, extracted once when it was uploaded.

Two consequences. A scanned drawing has no text layer at all, so it is findable by its register fields and by nothing else. And type the term as it is printed on the sheet, because there is no fuzzy matching to rescue an approximation.

An approval is stuck with nobody on it

Usually because the person it was assigned to has left the organisation. Removing somebody deliberately does not clear their in-flight approval steps, because silently un-assigning a live step is worse than a visible stall. They stop being emailed, so the run parks.

Reassign it. See Assigning approvers and Members and user applications.

Something you did offline has not arrived

Open the sync queue from the strip or banner at the bottom of the mobile app.

Still queued or retrying means it is in hand. Teralo retries with lengthening waits, up to eight attempts.

A banner saying changes failed means something has given up and is waiting for you to decide. Open it, read the reason, and either retry or discard. That banner is the only thing between a failed change and losing it.

Do not sign out with anything in the queue. Signing out clears the offline database and everything waiting in it. See Working offline.

The desktop app will not update itself

It tells you an update exists and why it cannot apply it. Three causes: an older machine-wide Windows install, which is fixed by downloading the current installer from teralo.co/downloads; a managed machine whose policy blocks it, which is one for your IT team; or a macOS app bundle in a folder you cannot write to.

See The desktop app.

A document will not open in Word or Excel from the desktop app

Two switches have to be on, and they belong to different people. Your organisation has to allow desktop editing in its settings, and this computer has to be allowed in Settings, then Desktop. Revit models are refused whatever the switches say, and clicking the action explains why.

Still stuck

Collect the page address, your user ID and a screenshot of the whole window, then see Contacting support.