Troubleshooting

This article lists common problems in Teralo, with the cause of each and how to fix it.

Work through the causes in this order:

1. The wrong organisation is active. If you belong to two organisations on a project, Teralo treats you as part of whichever is active. To change it, select the organisation switcher at the top of the sidebar, then under Your other organisations, select Switch.
2. The tool belongs to the host. Guests never see Reports, Procurement, or the project's Settings, Tools and Permissions pages. Learn more about hosts and guests.
3. Your permission template does not include it. A tool appears when your template holds at least one of its permissions. Ask the host to change your template on the project, or an administrator for your organisation's own tools. Learn more about how permissions work.
4. The plan does not include it. Opening the tool shows Not included in your plan. On a project, the host organisation's plan applies to everyone, so ask the host. Learn more about plans and entitlements.

Teralo applies a permission change straight away, but the sidebar updates only when the page reloads or you open another project. Reload the page.

• If Teralo shows "Invalid email or password", check the email address. If your account uses Google, Microsoft or Apple to sign in, select that button. A Microsoft account has to be a work or school account.
• If it shows "Too many failed login attempts for this email", wait a few minutes, then try again.
• If it shows "Code is invalid or expired", sign in again and enter a new two-factor code. One wrong code ends the sign-in.
• If your welcome email never arrived, check your spam folder, then ask the person who added you to check your email address. Signing up yourself with a different address creates a separate account, with no projects.

To reset your password:

1. On the sign-in page, select Forgot password?.
2. Enter your email address, then select Reset Password.
3. Open the link in the email within 1 hour, and choose a new password.

Resetting your password signs you out of every device. If you have lost your authenticator and your backup codes, select Contact support for account recovery on the two-factor screen. Learn more about security and two-factor authentication.

1. Check your notification settings. Select your name at the bottom of the sidebar, then Account, then Preferences. Under Notification Preferences, turn on the switches for the emails you want.
2. Check your spam folder. Teralo's emails come from noreply@teralo.co, with the sender's name followed by "(via Teralo)". Add that address to your safe senders.
3. Check the email address on your account. Notifications go to the Email on your profile, and nowhere else.

Learn more about notification settings.

• Only the email for a new mail takes replies. Emails about a status change don't.
• The reply has to come from the address the notification was sent to, not an alias or a forwarding address.
• The whole email has to be under 25 MB. Attachments grow by about a third when they are emailed, so keep them under about 18 MB.
• Teralo drops out-of-office and other automatic replies.

Teralo does not tell the sender when a reply is dropped. Send the reply from Mail in Teralo instead. Learn more about replying by email.

• The file is too large. Documents, Mail and Drive take files up to 5 GB. Attachments in other tools take up to 25 MB.
• The file type is blocked. Teralo refuses .svg, .svgz, .html, .htm, .xhtml, .xht and .shtml files. Convert a drawing exported as SVG to PDF.
• The project's storage, or the organisation's Drive, is full. Each organisation can store 200 GB on each project, and 200 GB in its Drive. To raise the limit, contact support.

The report builder needs a screen at least 1,024 pixels wide, and the workflow builder at least 768 pixels. On a phone, Project Home takes the place of the project dashboard. Use a computer or a tablet. Learn more about the mobile app.

• Your company can't see it. In Documents, everyone, host staff included, sees only the documents their company authored or uploaded, or that were mailed to it. Ask whoever has the document to send it to you in Mail.
• The words are not in the document. Search matches the title, the document number and the text inside a PDF of up to 40 MB. A scanned drawing has no text to match. Enter the words as they are printed on the sheet.

When someone leaves a project or organisation, any step already assigned to them stays assigned, and Teralo stops emailing them. The record shows the step waiting on them, and nothing alerts anyone else. Teralo cannot reassign a step in a run that has started. Learn more about assigning approvers.

1. Open the sync queue in the mobile app. Select the You're offline strip at the top of the screen, or a banner at the bottom.
2. Check the status of each change:
   • Queued, Syncing, Waiting or Retrying: Teralo is still sending it.
   • Failed: read the reason, then select Retry or Discard.

Learn more about working offline.

The desktop app tells you why it cannot install an update:

• For an older Windows install in Program Files, select Download the installer and run it.
• On a managed computer, ask your IT team to install the update.
• On a Mac, if you cannot write to the folder that holds Teralo, ask whoever installed it to update it.

Learn more about the desktop app.

• Edit in desktop app works on Drive documents only, in Drive's list view. Project documents cannot be edited this way.
• Your organisation has to allow it. An administrator turns on Allow documents to be edited on desktop computers in organisation settings.
• You need Can add to and change the organisation Drive (upload, create folders, rename, move, copy, supersede, restore, share and set access).
• Revit models cannot be edited this way. Download a copy instead.

• Teralo Drive syncs only while Teralo runs. Start Teralo.
• Changing your password signs Teralo Drive out. In the desktop app, select File, then Settings, then Desktop, and turn on Sign this computer in to sync again.
• If you lost access, the Desktop settings page shows which organisation or project was removed.

Learn more about Teralo Drive.

Teralo's status page shows whether Teralo is up.

Collect the page's address, your user ID and organisation ID, and a screenshot of the whole window, then contact support.