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Troubleshooting Guide

This guide will help you identify and resolve common issues that may arise while using Albatross.

Login & Access Issues​

Cannot Login​

Problem: Unable to log into your Albatross account.

Solutions:

  1. Verify your credentials

    • Check that your email is correct
    • Ensure caps lock is off
    • Try resetting your password using the "Forgot Password" link

  2. Clear browser cache

    • Chrome: Settings → Privacy → Clear browsing data
    • Firefox: Preferences → Privacy → Clear Data
    • Safari: Preferences → Privacy → Manage Website Data

  3. Try a different browser

    • Use Chrome, Firefox, Safari or Edge (latest versions)
    • Ensure JavaScript is enabled
    • Disable browser extensions temporarily

  4. Check account status

    • Verify your email address is verified
    • Contact your administrator if your account may be deactivated

Password Reset Issues​

Problem: Not receiving password reset emails.

Solutions:

  • Check spam/junk folders
  • Verify you're using the correct email address
  • Wait 5-10 minutes for delivery
  • Contact Terrabit support if issue persists

Can't Access Workspace​

Problem: Logged in but can't see your workspace.

Solutions:

  • Verify you accepted the workspace invitation
  • Check with your administrator that you're added to the workspace
  • Ensure your account email matches the invitation email
  • Try refreshing the page or logging out and back in

Can't Access Team​

Problem: Can see workspace but can't access a specific team.

Solutions:

  • Verify you're a member of the team
  • Check your team permissions with your administrator
  • Ensure the team is active (not deactivated)

Map & Display Issues​

Map Not Loading​

Problem: The map view shows blank or doesn't load.

Solutions:

  1. Check internet connection

    • Test your connection speed
    • Try a different network

  2. Clear browser cache

    • Clear cached data and reload the page

  3. Check browser compatibility

    • Use a supported browser (Chrome 90+, Firefox 88+, Safari 14+, Edge 90+)
    • Update to the latest version

  4. Disable extensions

    • Ad blockers or privacy extensions may interfere
    • Try incognito/private mode

Areas Not Displaying​

Problem: Areas don't appear on the map.

Solutions:

  • Zoom out to see all areas
  • Check area group filters - clear any active filters
  • Verify areas exist for the selected team
  • Refresh the page

Slow Map Performance​

Problem: Map is slow to load or respond.

Solutions:

  • Close other browser tabs
  • Reduce the number of visible layers
  • Zoom in to reduce rendered areas

Order Issues​

Can't Create Order​

Problem: Unable to create a new order.

Solutions:

  • Verify you have "Can manage orders" permission
  • Ensure you have a team selected
  • Check that at least one area exists for your team
  • Verify a billing account is configured for your workspace

Can't Add Deliverables​

Problem: Unable to add deliverables to an order.

Solutions:

  • Ensure the order is in "Draft" status
  • Verify areas exist for your team
  • Check that required fields are filled
  • Refresh the page if the interface is unresponsive

Can't Submit Order​

Problem: The submit button is disabled or submission fails.

Solutions:

  • Verify at least one deliverable is added
  • Check that all required fields are complete
  • Ensure sufficient credit balance
  • Verify a billing account is selected

Order Rejected​

Problem: Your order was rejected during review.

Solutions:

  1. Review the rejection reason provided
  2. Address the issues identified
  3. Create a new order with corrections
  4. Contact Terrabit if the rejection is unclear

Insufficient Credits​

Problem: Error about insufficient credits when creating or submitting order.

Solutions:

  • Check your team's current credit balance
  • Contact your Terrabit account manager for more credits
  • Reduce the order scope to fit available credits
  • Wait for pending order credits to be released

Team & Permission Issues​

Can't Invite Team Members​

Problem: Unable to send team invitations.

Solutions:

  • Verify you have "Can manage team users" permission
  • Check the email address is valid
  • Try a different email address

Team Members Can't See Content​

Problem: Invited members can't access team areas or orders.

Solutions:

  • Verify the invitation was accepted
  • Check their assigned permissions
  • Ensure they have at least one permission enabled
  • Have them log out and back in

Permission Changes Not Taking Effect​

Problem: Updated permissions don't seem to apply.

Solutions:

  • Ask the user to refresh their browser
  • Have them log out and back in
  • Verify the changes were saved
  • Check for conflicting workspace-level permissions

Data & Download Issues​

Can't Download Files​

Problem: Unable to download delivered assets.

Solutions:

  1. Check browser settings

    • Verify downloads aren't blocked
    • Check download location settings

  2. Try a different browser

    • Some browsers handle large downloads better

  3. Check internet connection

    • Large files require stable connection
    • Try during off-peak hours

Download Incomplete​

Problem: Downloaded files are corrupted or incomplete.

Solutions:

  • Re-download the file
  • Check available disk space
  • Verify file size matches expected size

Can't Open Downloaded Files​

Problem: Files download but won't open in GIS software.

Solutions:

  • Verify the file downloaded completely
  • Check file format compatibility
  • Try opening in a different GIS software.

Browser-Specific Issues​

Safari Issues​

Common problems and solutions:

  • Enable JavaScript in preferences
  • Clear website data
  • Disable "Prevent cross-site tracking" temporarily

Chrome Issues​

Common problems and solutions:

  • Clear cache and cookies
  • Disable extensions in incognito mode
  • Update to latest version

Firefox Issues​

Common problems and solutions:

  • Clear cache and site data
  • Check Enhanced Tracking Protection settings
  • Update to latest version

Error Messages​

"Something Went Wrong"​

Generic error message.

Steps:

  1. Note what action triggered the error
  2. Refresh the page
  3. Try the action again
  4. Check browser console (F12) for details
  5. Use the Support button to submit errors to the Terrabit Team.

"Permission Denied"​

Access is restricted.

Steps:

  1. Verify you're logged in
  2. Check you have appropriate permissions
  3. Contact your team/workspace administrator
  4. Request the needed permission level

"Network Error"​

Connection issues detected.

Steps:

  1. Check internet connection
  2. Disable VPN/proxy temporarily
  3. Try a different network
  4. Wait and retry

"Session Expired"​

Your login session has timed out.

Steps:

  1. Refresh the page
  2. Log in again
  3. Your order will be saved and be in draft

Getting Additional Help​

Before Contacting Support​

Gather this information:

  • What you were trying to do
  • Error messages (screenshots helpful)
  • Browser and version
  • Operating system
  • Steps to reproduce the issue

Contact Options​

  1. Click Support

    • Include detailed description
    • Attach screenshots if relevant

  2. Documentation

Providing Feedback​

Have suggestions or found documentation errors?

  • Contact Terrabit with your feedback (Directly or under Support)
  • Help us improve the platform for everyone

Quick Reference​

Common Quick Fixes​

IssueQuick Fix
Page not loadingRefresh browser (Ctrl+R / Cmd+R)
Changes not showingClear cache and refresh
Logged out unexpectedlyLog back in
Slow performanceClose other tabs, check connection
Quick Fix

Many issues can be resolved by clearing your browser cache and refreshing the page. Try this first!