Troubleshooting¶

What to do when something does not work as you expect. Each row gives the likely cause and the fix. Where the fix is on another page, the row links to it.

On the web¶

What you see	Likely cause	What to do
You cannot log in.	Wrong email, username or password.	Use Reset Password on the login page. See Forgotten passwords.
You are logged in but see no project.	You have no role in any project.	Ask the project's administrator to assign you a role. See Assigning a role.
A page is missing from the main navigation.	Your role does not have the permission for it.	See Permissions. Users, Roles & Scopes, Projects, Organisations and Admins are for administrators.
A table shows no records, or fewer than you expect.	Data scoping limits you to your group's rows.	Ask your administrator which group you are in. See What a scoped user sees.
A form you built does not appear in the app.	The form's status is Draft, or the form is assigned to roles that the app user does not have.	Set the status to Published. See Form settings and Restricting a form to roles.
A Relation question shows no options.	The linked table has no records, or an Inheritance Filter is waiting for the earlier question.	Add records to the linked table, or answer the earlier question. See Inheritance Filters.
A question does not appear on the form.	Skip logic hides it, or it is hidden on the Form Structure page.	Check the question's Skip Logic tab and the eye button. See Skip Logic and Hiding a question.
A calculated field is blank.	A field it reads is blank, or hidden by skip logic. Blank in, blank out.	Check the fields the formula reads. See Auto Calculated.
A calculated field will not save.	The formula fails the check.	Read the message under the formula. It names the problem and its position.
A Select One column shows blanks for old records.	An option's value was changed after data was collected.	Change the label, not the value. See Select One.
A submission is Pending and cannot be approved.	It is Blocked. It links to another submission that is not approved.	Approve the one it depends on first. See Blocked submissions.
An import reports rows that were not imported.	Those rows failed validation.	Download the error file, correct the rows, and import that file. See Handling import errors.
A public form link shows an error page.	The project has Restrict Public Form Sharing on.	Turn it off, or ask the person to log in. See Public forms.
The Submit button on a public form stays disabled.	The CAPTCHA check is not done.	Complete the check above the button.
A dashboard is missing from the Choose a dashboard list.	It is not marked embeddable in Metabase.	Ask the analyst to mark it embeddable. See Adding a dashboard.
A scheduled dashboard email stopped arriving.	Three sends failed in a row, so 3D paused the schedule.	Open See Scheduled Emails and click Resume. See See Scheduled Emails.
A View shows duplicate rows or missing rows.	The two join fields are the wrong way round.	Edit the View and check each join. See Testing a View.
A record's linked value shows an old name.	The display value updates within ten minutes of an edit.	Wait, then reload.

In the 3D app¶

Message or symptom	Likely cause	What to do
Email or password incorrect	Wrong email, username or password.	Check them. To reset the password, use Reset Password on the web login page, or ask your administrator.
Failed to login, please check your internet connection	No network.	Connect to a network and try again. Sign in before you go to the field.
Your session has ended. Please sign in again.	The server no longer accepts your login.	Sign in again. Your submissions are safe on the device.
No forms in the list	The project has not downloaded, or its forms are not published.	Pull down to sync. Ask the form's builder to publish it.
A form shows a star	A newer version exists on the server.	Press and hold the form and tap Refresh form.
A form shows a red warning	The form could not be downloaded.	Tap the badge for details, then sync again.
A form shows a padlock	The form is closed.	You can view and edit existing submissions, but not add new ones.
A form will not open and says it is still downloading	Its reference data has not arrived.	Wait for the download, or open Sync status to see the progress.
Please re-download this form before continuing	The form's definition is missing on the device.	Press and hold the form and tap Refresh form.
No internet connection	You tried to send without a network.	The submission is safe in Ready to Submit. Send it when you have a connection.
Upload failed, or Failed to send	The connection dropped during the send.	The submission stays in Ready to Submit. Try again later.
You are not on Wi-Fi. Continue using mobile data?	Sync on is set to Wi-Fi only.	Tap Use mobile data, or wait for Wi-Fi.
Refused by the server	An answer failed a check the app could not do.	The submission is back in Draft with the reason. Correct it and send again.
This form is outdated, please download latest form.	The form changed on the server after you filled it.	Refresh the form, open the draft once, then send again.
A submission sits under Waiting on dependencies	It links to another unsent submission.	Send both together. The app sends the linked one first.
Already on the server — not sent again	The server already holds this submission.	Nothing. If you changed it since, the app asks which version to keep.
Please set '…' first	A rule on this question depends on an earlier question that is blank.	Answer the earlier question.
Not checked yet	A rule could not be checked, because another question is blank.	It is a warning. You can still finish the form.
Calculate error: formula	A calculated field's formula does not work on this form.	Tell the form's builder. You can still finish the form.
Calculate error: loop	Two calculated fields read each other.	Tell the form's builder.
Activate the location service on your phone please	Location services are off.	Turn them on in the phone's settings.
This application is not allowed to use the location service	The app has no location permission.	Allow it in the phone's settings.
Failed to scan	The camera could not read the code.	Try again with more light, or type the value.
Wrong QR code	The code is not for a record in this table.	Scan the right code, or pick the record from the list.
The attached file is missing from this device	The photo or file was deleted from the device.	Take it again.
Some project data failed to download	One or more tables did not arrive.	Open Sync status for the detail, then sync again.
Update Required	A newer version of the app is in the store.	Update from the store. You cannot continue until you do.