Troubleshooting

Most Connect questions come down to your invitation or the access the project team gave you. Here is what the common cases mean.

I cannot sign in#

• Invitation not set up - if you have not set a password yet, use the link in your invitation email to set up your account first.
• Password rules - your password must be at least 10 characters with an uppercase letter, a lowercase letter, a number and a special character.
• Forgotten password - use Forgot password? on the sign-in page to get a reset link (it expires in an hour).

See Getting access.

My access has expired, or a project is missing#

Connect access has an expiry date and can be changed by the project team. If you are signed out, see "expired or inactive" messages, or a project has gone, your access has likely expired or been updated. Contact the person who invited you.

A table, column or location is missing#

What you see is set by the project team. Tables or locations can be hidden if your access is locations only, complete locations only, or has empty tables hidden, and the Hole Status and Geology options only appear when shared. If you need something you cannot see, ask the person who shared the project.

I cannot export#

The export controls only appear if your access allows exporting. AGS and PDF logs also need the company that shared the project to be on the Pro plan; CSV is always available with export access. See Exporting data.

I see "No media access"#

The Media area has not been shared with your account. Ask the project team to grant it if you need it. See Media.

Still stuck?#

The quickest route is the person who invited you - they manage your access. For anything else, contact GIMLabs support.