Troubleshooting

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.

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

Colors look wrong

• Check the point colouring 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
• If no colour or classification data is present, the viewer defaults to single-colour mode or the option will not be available

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 have expiration dates)
• Verify that the provided link has no typos at the end of the link
• Ensure the project hasn't been archived or deleted