Troubleshooting and FAQ

Either the username or password is wrong, or the account is locked after 5 wrong passwords in a row. A lock lifts by itself after 15 minutes. If you have forgotten your password, ask an administrator to reset it.

Your session ended: after 2 hours without activity, or 12 hours after you signed in. Sign in again and you return to the page you were on. Unsaved changes on that page are lost, so save costing work regularly.

File exceeds maximum size… means the file is over 50 MB. Batch exceeds maximum size… means the files together are over 500 MB; upload them in smaller groups.

Unsupported file type means the file's contents are not one of the accepted types. The check reads the file itself, so renaming the extension does not help. Save it again as PDF, an image or a STEP file.

This happens after a graphics reset or with many 3D views open at once. Wait a moment, or choose Reload 3D view. Closing other 3D tabs helps. If models never appear, turn on hardware acceleration in your browser settings.

The model file could not be read. Check it opens in your CAD program, export it again as STEP, and re-attach it.

Some files, such as spreadsheets, cannot be shown in the browser. Use Download to open them on your computer.

Another person saved the same record while you had it open. Reload the page to see their changes, then make yours again. Nothing of theirs was overwritten.

You have changes on the costing sheets that are not saved. Choose Save to keep them, Discard to throw them away, or Cancel to stay on the page.

There is no exchange rate that connects the two currencies on that date. Ask a manager to add one in Master data › FX rates. See how rates are chosen.

You cannot approve your own request. Another authorised approver is required. Someone other than the person who created or submitted it must approve. Ask another manager.

Save your changes first. The line also needs at least one operation or included cost, and every operation code must be recognised.

Yes, once costing has started on the RFQ. Choose the lines in Generate quote; unfinished lines start at the price calculated so far, or TBC, and show a Provisional chip. Make another quotation from the same RFQ when the rest is costed. See Create a quotation.

The RFQ is still a draft, is awaiting approval, or is closed as no quote or void. To quote without an RFQ, choose New quotation › Blank on the Quotations page.

A blank quotation can't be submitted empty. Use Add line on the draft first. See Adding and removing lines.

Terms and remarks keep bold, italic, underline, headings, bulleted and numbered lists, tables and links. Fonts, colours, sizes, strikethrough and images are dropped so the quotation prints the same for everyone. Use the toolbar to restore headings or lists after pasting.

The page is for other roles; the message says which. Ask an administrator if you need access. See What your role can do.

Viewers see everything except prices, costs and totals. Ask an administrator if your role should change.

Estimators can edit only the lines assigned to them. Ask a manager to assign the line to you.

The assistant hit an unexpected error. Choose Try again, or ask for less at once. If it keeps happening, give the reference to an administrator so they can look into it. See When the assistant can't answer for the other messages.

An administrator needs to turn the assistant on, or add an OpenAI API key, from the cog on the AI Agent page. See Setting up the built-in assistant.

The conversation, with its pictures and lookups, no longer fits. Choose New chat and ask again, mentioning only what's needed. The bar in the assistant's header shows how full a chat is.

The assistant keeps one conversation on your account. It is cleared when you choose New chat, when your role changes, and the oldest messages are dropped once a conversation gets very long.

Attached files are read in your browser and aren't kept, so after a reload the assistant can only see their names. Attach the file again.

Download links from Claude, ChatGPT and other connected apps work for 15 minutes. Ask the app for the file again. A link also stops working if you lose access to the file or disconnect the app. See Files and downloads.

Choose Rename next to one under Signed-in apps on the AI Agent page and give it a name you recognise, such as the computer it runs on. New connections suggest a name when you allow them. See Naming and managing connections.