Common Issues

This guide summarizes common issues when using GeoCloud and detailed solutions, organized by main system functions.

Quick Issue Directory

Organization Issues

Cannot Create Organization

Symptoms:

• “Create New” button not working
• Error message “Failed to create organization”
• Form not submitting

Common Causes:

1. Email Not Verified

Solution:

1. Check email (including spam folder)
2. Click verification link in email
3. If not received, click “Resend verification email”
4. Wait 5-10 minutes and try again

2. Organization Code Already Exists

Solution:

• Try different code: abc_company_2, abc_corp, abc_2024
• Use initials or add year/region
• Check if code is too short (minimum 3 characters)

3. Missing Required Information

Solution:

• Check all fields with red asterisks (*)
• Ensure organization name doesn’t contain special characters
• Organization code only contains letters, numbers and underscores

Organization Not Showing After Creation

Solution:

Step 1: Refresh Page

1. Press F5 or Ctrl+R (Cmd+R on Mac)
2. Or click GeoCloud logo to go to homepage
3. Go back to “Organization” page

Step 2: Clear Cache

1. Press Ctrl+Shift+R (Cmd+Shift+R on Mac)
2. Or open Developer Tools (F12) > Application > Storage > Clear storage

Project Issues

Cannot Create COLLECT Project

Solution:

Check Service Plan

• Free Plan: Maximum 3 projects
• Basic Plan: Maximum 10 projects
• Professional Plan: Unlimited

Delete Unused Projects

1. Go to project list
2. Click ”…” > “Delete” on unused project
3. Confirm deletion (cannot be undone)

Upload Failed

Common Issues:

• File upload stopped midway
• “Upload failed” or “Unsupported format” message

Solutions:

Check File Format

Supported: ✅ Shapefile (.shp + .shx + .dbf + .prj) ✅ GeoJSON (.geojson, .json) ✅ KML/KMZ (.kml, .kmz) ✅ GPX (.gpx) ✅ CSV with lat/lon columns ✅ GeoTIFF (.tif, .tiff)

Not Supported: ❌ AutoCAD (.dwg, .dxf) ❌ MicroStation (.dgn) ❌ MapInfo (.tab)

Check File Size

• Single file: Maximum 100MB
• Total project: According to service plan

Map Display Issues

Map Not Loading

Solutions:

Check Internet Connection

1. Try accessing other websites
2. Check network speed
3. Try changing DNS

Clear Map Cache

1. F12 > Application > Storage
2. Clear “Map tiles cache”
3. Reload page

Data Not Displaying on Map

Solutions:

Check Coordinates

• Data at wrong coordinates (e.g., 0,0 in Africa)
• Zoom to layer extent in layer panel
• Check coordinate system

Check Styling

• Fill/stroke color same as background
• Try changing color in Style panel
• Increase opacity to 100%

Permission Issues

Cannot Invite Members

Solutions:

Check Role

Can invite members: ✅ Owner (unlimited) ✅ Admin (according to organization policy)

Cannot invite: ❌ Editor, Viewer

Check Quota

• Free Plan: Maximum 5 members
• Basic Plan: Maximum 25 members
• Professional Plan: Unlimited

Login and Security Issues

Forgot Password

Solution:

1. On login page > “Forgot password”
2. Enter registered email
3. Check email (including spam)
4. Click link in email
5. Set new password (minimum 8 characters)

Account Locked

Contact support:

• Email: support@tlgeo.net
• Provide: Username/Email, Time locked, Screenshot of error

When to Contact Support?

Urgent Cases

• 🚨 Important data loss
• 🚨 Cannot access account > 24h
• 🚨 Payment error near deadline
• 🚨 Data corruption or sync issues

Information to Provide

• Email: support@tlgeo.net
• Hotline: 0363-077-359

Provide: ✅ Account username/email ✅ Organization/project name with issue ✅ Time issue occurred ✅ Error screenshots ✅ Browser and OS being used ✅ Steps already tried to fix