Troubleshooting

Each heading is what you see on the screen, or what you notice. Every entry ends by saying whether anything is lost. If your problem is not here, click the flag ⚑ on the toolbar and report it.

The model does not appear

The progress window stops before 100%, or the picture does not come back.

• “Reconnecting to the model (1/3)” — wait. AerTwin is bringing the picture back by itself and tries three times.
• “The video did not recover” or “The model did not finish loading” — click Retry stream. If that does not help, click Try another GPU.

If the model still does not appear, your organisation’s network may be blocking the picture. Send your IT team System and network requirements, and report the problem.

Is anything lost? No. Everything you saved is safe.

“All … concurrent sessions are in use”

All the sessions AerTwin can run at the same time are in use. Keep the page open: AerTwin connects you as soon as a session is free.

Is anything lost? No.

“Are you still there?”

Nothing has been touched for 2 minutes. Move the mouse, press any key, or click I’m still here.

Is anything lost? No.

“Your session ended while you were away”

Nothing was touched for 15 minutes, so AerTwin ended the session to release the cloud computer. Click Open the project again.

Is anything lost? Everything you saved is safe. Edits you had not saved were not kept.

“Your session has ended”

AerTwin ended the session — for example, after 4 hours. Click Projects, and then click Open twin → again.

Is anything lost? Everything you saved is safe.

“The server refused this session”

Your sign-in has expired or changed — for example, after a password reset. Sign in again, and then open the project.

Is anything lost? Everything you saved is safe.

“AerTwin could not reach the model service”

The picture may still move, but nothing can be saved until AerTwin reconnects. Click Retry stream. If that does not help, click Try another GPU.

Is anything lost? Everything you saved is safe. Do not expect a save made now to succeed: wait until the message has gone.

I cannot sign in

See the table in Sign in for the first time. After 5 wrong passwords the account is locked for 15 minutes. If you lost your phone and your backup codes, contact support.

Is anything lost? No.

A colleague’s change is not in my list

The Observations list does not update by itself. Click Refresh in the panel header. The line beside it says when the list was last updated — for example “Updated 10:30 · 37 min ago”. The bell on the toolbar shows what your team has done.

Is anything lost? No. Refresh never closes a form you have open or an outline you are drawing.

“⚠ Refresh failed”

The last refresh did not reach the server. The list still shows what was saved at the time it names. Click Refresh again.

Is anything lost? No.

“you do not have permission to … on this project”

Your role on this project does not include that action. For example, deleting a finding and adding a second review need the Admin role. Ask your project’s Admin, or contact support. See Roles and permissions.

Is anything lost? No. Nothing was changed.

Save or Add observation is greyed out

A volume, a 3D defect or a depth profile has not been measured yet, or has changed since it was measured. Click the measure button in the Measurement panel — for example Measure volume — and then save. If a finding form is already open, save or cancel it first: a measurement drawn while a form is open is a reference only.

Is anything lost? No.

Sign off is greyed out

Sign off needs a severity. Click a severity in the review panel, or press 1 to 5.

Is anything lost? No.

Review N nearby is greyed out

No undecided AI proposal is in the current view. Move or zoom the view towards the structure until proposals appear in Defects in this view. If you selected a Defect type, select All types.

Is anything lost? No.

A finding is missing from my report

Reports contain only signed-off findings. Check the finding’s card: draft means it is not signed off — perhaps because it was changed after its sign-off. Sign it off, and export again. See Sign off a finding.

Is anything lost? No. The finding is in the project’s records.

The view moves by itself

A PDF report is being built. AerTwin flies the view to each finding in turn to render its page. Wait until the PDF has downloaded.

Is anything lost? No.

I closed the form and lost what I typed

Cancel, ✕ and Esc close the finding form without saving, and the text cannot be recovered. Record the finding again. To keep text while you check something, leave the form open: you can move the view and measure while it is open.

Is anything lost? The unsaved text, yes. Everything saved is safe.

A volume is refused, or reads “Not measurable”

A volume or a 3D defect is refused when the outline is less than 10 cm across. Not measurable on a 3D defect means the concrete round the outline is too rough, or too poorly captured, to give a figure you could rely on — AerTwin prints no number rather than one that could be wrong by half. Draw a larger outline, on sound concrete round the damage. See Quality words.

Is anything lost? No.

No photograph is shown for a point

The strip says that no photograph shows the point, or that every photograph is blocked. The point may be inside the structure, outside the area the capture flight covered, or hidden behind another part of the structure. Pick a point nearby.

Is anything lost? No.

Part of the structure is missing

A section plane is on: Section plane on — or the number of a finding — appears at the top of the view. Click Clear beside it. The structure is whole again.

Is anything lost? No. A section plane only hides part of the view.