Troubleshooting

Most Insight questions come down to access, what is in your data, or a slow connection. Here is what the common cases mean.

I cannot sign in#

• "Incorrect email or password" - the credentials did not match. Check for typos and caps lock.
• Account not active - your account is not enabled yet. Ask your administrator to activate it.
• Subscription inactive - your company's plan is not valid right now. Your administrator can sort this out.

See Sign in and access.

I see "Access Denied"#

You are signed in, but your role does not have the View permission for Insight. Ask your administrator to grant it. See access and permissions.

I was signed out unexpectedly#

Insight checks your session while you work. If it signs you out with a notice, your session ended - usually because an administrator ended it remotely to free a seat, or it expired. Sign in again when you are ready.

There are no tables, or no data#

• No configuration selected - if your company has more than one configuration, pick one from the sidebar switcher to see its tables.
• Empty tables - tables with no records are dimmed and show a count of zero. That table simply has no data in this configuration yet.
• A filter is hiding rows - check whether a project filter is applied, and clear it to see every project again.

The Geology button is missing#

The geology overlay only appears when the table you are viewing has matching geological descriptions (GEOL or DLOG) in the configuration. If the button is not there, the current table has nothing to overlay.

I cannot export#

The CSV and JSON buttons only appear if your role has the Export permission. If you can browse but not export, ask your administrator. See Exporting data.

Everything is slow or erroring#

• Insight reads live data, so it needs an internet connection.
• Very large tables take longer to load and export; filter by project to narrow them down.
• If you make a lot of requests in a short time you may be rate limited for a moment - wait a few seconds and try again.

Still stuck?#

Note what you were doing and any message you saw, and contact GIMLabs support or your company administrator.