Troubleshooting
Solutions to common issues with uploads, rendering, and platform access.
Upload Issues
Upload fails or stalls
- Check your internet connection stability — large uploads require sustained connectivity
- Ensure the file format is supported on your plan tier
- Try a smaller test file to isolate whether the issue is file-specific
- Clear your browser cache and retry
- If using a VPN or corporate proxy, try disabling it temporarily
Processing takes too long
Processing time depends on file size and complexity. Typical benchmarks:
- 1 GB — 1–2 minutes
- 10 GB — 5–10 minutes
- 100 GB — 30–60 minutes
If processing exceeds these estimates significantly, contact support with your upload ID.
File appears empty after upload
This usually indicates a coordinate system mismatch. Check that your file's CRS is correctly specified. Try setting the CRS manually during upload if auto-detection fails.
Rendering Issues
Low frame rate or choppy navigation
- Close other GPU-intensive applications (games, video editing)
- Ensure hardware acceleration is enabled in your browser settings
- Update your GPU drivers to the latest version
- Try reducing the browser window size — rendering fewer pixels improves performance
- Use Chrome or Firefox for best WebGL performance
Points appear as a single cluster
This happens when coordinates are in a local system with very large values. Re-upload with the correct CRS, or use the coordinate system override in project settings.
Colors look wrong
Check the point coloring mode in the viewer toolbar. Switch between RGB, intensity, classification, and elevation to find the correct visualization. If RGB appears washed out, your file may store colors in 16-bit — SkyGIS normalizes automatically, but older files may need re-export.
Account & Access Issues
Can't log in
- Check for typos in your email address
- Use the password reset flow if you've forgotten your credentials
- Enterprise SSO users: contact your IT admin to verify your identity provider is configured correctly
Shared link not working
- Check if the link has expired (links can have expiration dates)
- Verify the link hasn't been password-protected
- Ensure the project hasn't been archived or deleted