Troubleshooting
Get to know how to resolve some of the most common issues in the platform.
Platform Login
This sections presents how to resolve some of the common issues while logging into the platform.
Issues with logging in with registered credentials
Login fails with an error message or returns to login screen after entering username and password.
Possible Causes and Solutions:
| Issue | Solution |
|---|---|
| Incorrect credentials | Verify username and password with your admin organization. Credentials are case-sensitive. |
| First-time login password not changed | The platform requires password change on first login. Follow the password change prompts. |
| Account not yet activated | Contact your admin organization to confirm account activation status. |
| Browser cache interference | Clear browser cache and cookies, then retry login. |
| Password expired | Use the Forgot Password link to reset your password. |
Issues with UAE Pass Login
UAE Pass button does not respond or the login process fails.
Possible Causes and Solutions:
| Issue | Solution |
|---|---|
| UAE Pass not registered | Ensure you have an active UAE Pass account. Register at uaepass.ae if you have not registered. |
| Wrong credentials entered | Verify you are using the correct Emirates ID, email, or phone number registered with UAE Pass. |
| Pop-up blocked | Enable pop-ups for the platform domain in your browser settings. |
| Session timeout | UAE Pass sessions expire after inactivity. Restart the login process. |
| Browser compatibility | Use a supported browser (Chrome, Edge - latest versions). |
Issues with Guest Account Signup
Verification email not received or the signup process is incomplete.
Possible Causes and Solutions:
| Issue | Solution |
|---|---|
| Email not received | Check your spam/junk folder. Wait 5-10 minutes for email delivery. Verification link expires after some time so request new link if expired. |
| Invalid email format | Ensure email address is correctly formatted (example@domain.com). |
| Email already registered | This email may already have an account. Try logging in or use password reset. |
| Verification link expired | Return to signup page and request a new verification email. |
| Second email with credentials not received | Check spam/junk folder. Contact support if credentials don't arrive within 15 minutes of verification. |
Issues with Password Reset
Issues with completing password reset process.
Possible Causes and Solutions:
| Issue | Solution |
|---|---|
| Reset email not received | Check spam/junk folder. Verify email address is associated with your account. |
| Reset link expired | Password reset links expire after some time. Request a new reset link. |
| New password rejected | Ensure password meets all requirements: minimum 12 characters, alphanumeric, at least one special character (@, #, $, %), one number, one uppercase letter. |
| "Password previously used" error | Choose a password you that have not used before. System maintains password history. |
Issues with Browser Compatibility
Platform interface displays incorrectly, features don't work, or login fails unexpectedly.
Recommended browsers:
- Google Chrome (latest version)
- Microsoft Edge (latest version)
Solutions:
- Update your browser to the latest version
- Clear cache and cookies: Chrome/Edge: Settings → Privacy → Clear browsing data
- Disable browser extensions that might interfere (ad blockers, privacy tools)
- Try incognito/private mode to test without extensions
- Check JavaScript is enabled in browser settings
Issues with Account Locked or Suspended
Login fails with message denoting account is locked, suspended, or inactive.
Possible Causes and Solutions:
| Issue | Solution |
|---|---|
| Multiple failed login attempts | Account temporarily locked for security. Contact support. |
| Account suspended by admin | Contact your admin organization to verify account status and resolve suspension reason. |
| Subscription expired (paid accounts) | Contact your admin organization or platform support to renew subscription. |
| Guest account inactive | Guest accounts may expire after extended inactivity. Sign up again if needed. |
Explore
This sections presents how to resolve some of the common issues in the Explore module.
Issues with the Properties tab
Metadata in the properties tab is either not displayed, is not accessible, or records do not match.
Possible Causes and Solutions:
| Issue | Solution |
|---|---|
| Properties of a data file are not displayed. | The layer may not expose vendor or processing metadata. Check Metadata and Relations tabs. |
| Issue | Solution |
|---|---|
| workspaceIds displayed but not accessible** | You may lack permissions for that workspace. Ask the workspace owner or an admin to grant access. |
| Issue | Solution |
|---|---|
| Vendor IDs don’t match records | Confirm if you have the right permissions to the environment. Cross-check with finance/procurement if image is acquired from a vendor. |
Issues with Job Relation
Metadata in Source Job Relations is incomplete, missing, or incorrect.
Possible Causes and Solutions:
| Issue | Solution |
|---|---|
| I don’t see Source Job Relation. | You are likely on an input layer; look for Derived Jobs Relations instead, or select the output via Relations → Zoom into Layer. |
| Issue | Solution |
|---|---|
| I don’t see “Derived Jobs Relations. | Switch to an input via Relations. |
| Issue | Solution |
|---|---|
| Dates/timezones look off. | Verify your deployment timezone, also compare with job logs. |
| Issue | Solution |
|---|---|
| Dates/timezones look off. | Verify your deployment timezone, also compare with job logs. |
Issues with Pixel Details
Metadata in Pixel Details is incomplete, missing, or incorrect.
Possible Causes and Solutions:
| Issue | Solution |
|---|---|
| Thermal or SAR units are unclear | Check Metadata for unit and scale factors. |
Issues with Raster
Raster file displays incorrectly, wrong or incomplete data, or does not display any relations.
Possible Causes and Solutions:
| Issue | Solution |
|---|---|
| The raster looks all black/white. | Adjust the Render Profile or set the display range in Bands Rendering (min/max stretch). |
| The layer won’t load. | Check format support, CRS compatibility, and that the file is georeferenced. Confirm network access if it is remote. |
| No relations/job shown. | The raster may be external/uploaded. Only analytics outputs show Source Job Relation. |
Workspaces
This sections presents how to resolve some of the common issues in the Workspaces module.
Issues with Statistics tab
Statistics tab displays blank or odd-looking chart.
Possible Causes and Solutions:
| Issue | Solution |
|---|---|
| CSV not mapped correctly; axes misconfigured | Recheck CSV mapping and verify X/Y selections. |
Statistics tab displays wrong scale or labels (e.g., dates repeat)
Possible Causes and Solutions:
| Issue | Solution |
|---|---|
| Incorrect X-Axis Type | Switch X-Axis Type (e.g., Category → Time) |
Statistics tab displays too many overlapping labels
Possible Causes and Solutions:
| Issue | Solution |
|---|---|
| X has too many categories or too fine a grain. | Use a broader category (e.g., Region instead of Country) or filter data. |
Issues with Charts
Charts display incorrect, incomplete, or missing data.
Possible Causes and Solutions:
| Issue | Solution |
|---|---|
| Empty download | Ensure the chart is visible and data is present (recheck CSV mapping and axis selections). |
| Unexpected CSV columns | The export reflects the data behind your current chart configuration—confirm your X/Y selections and filters (if any) before exporting. |
AI Assistant
Issue: What if I do not see any image results?
Possible Causes and Solutions:
- Check if the sensor, cloud coverage, or incidence angle values too restrictive?
- Verify if your WKT format valid?
- Check if the date range correct and within the vendor's archive availability?
- Try relaxing the filters or adjusting the AOI.