Troubleshooting & FAQ
Purpose: Find a likely cause and the next check for a product issue.
Before you start: The device, application version, workspace, and steps that led to the issue.
Expected result: You can retry with the corrected setup or explain the issue to support.
Solutions for common issues encountered in the field and answers to frequently asked questions.
1. Installation & Authentication
"How do I install or open Mapplex?"
- Android: Use the approved installation supplied by your organization. Prepare the required project data and maps before disconnected fieldwork.
- Browser: Open the approved HTTPS application address. A home-screen shortcut does not guarantee disconnected startup.
- If the application or workspace is unavailable, confirm the correct deployment address and access with your administrator.
See Install & sign in and Prepare for offline fieldwork.
"I can't sign in"
- Verify your email and password.
- Check your internet connection — initial sign-in requires connectivity.
- If you registered as a Pending user, your account needs admin approval before you can access the workspace.
- Guest mode is available for offline-only work without an account.
"I'm signed in but can't see any projects"
- Ensure you're in the correct Workspace. Use the Workspace Switcher in the sidebar.
- Check with your administrator that your account has been approved.
- Your role may restrict visibility — Viewers and Collectors see projects but may not create them.
2. Map & Drawing
"The map is blank or tiles aren't loading"
- Check your internet connection. The basemap requires connectivity unless you've cached tiles offline.
- Try switching the basemap source (OpenStreetMap, Satellite, etc.).
- Check the selected basemap, downloaded area and zoom levels first. If you deliberately refresh map tiles, use Clear Offline Cache and re-download them while online. This is separate from Android Clear storage / Clear data; do not clear application data to repair a map or sync problem.
- If on a slow connection, wait 10–15 seconds for tiles to load.
"My GPS position is inaccurate"
- Move outdoors or near a window — GPS accuracy improves with clear sky visibility.
- Enable GPS Accuracy Indicator in Settings to monitor signal quality (green = good, red = poor).
- Wait 10–20 seconds for the GPS to stabilize before placing a feature.
- Avoid placing features while moving — stand still for best accuracy.
"My route stopped when I locked the screen or changed phone settings"
Record Path pauses when its screen is hidden. Android Silent Track can continue with the screen locked when the native recorder is available and device policy permits it. A battery-saver restriction, lost GPS access, revoked permission or process interruption can stop collection while retaining the route draft.
- Return to the original account, project and layer, then open the recording control to review the retained route.
- Read the status. Restore location access if needed. Paused by battery saver means the power policy prevented continued recording; the draft is still available.
- Choose Resume explicitly and check that fresh fixes arrive. Waking the screen, enabling GPS or restoring permission does not automatically restart the route. A resumed route starts a new segment.
Do not clear app storage to recover a route. Closing the Save form retains the draft; choose Save again when ready. See Record Path and Silent Track for recovery and export options.
"Features I drew aren't showing on the map"
- Ensure the layer is visible. Check the Layer Visibility panel on the map.
- Zoom in — features may be clustered at lower zoom levels. Try disabling Feature Clustering in Settings.
- Check that you're viewing the correct project.
"The drawing toolbar is missing"
- Check Settings → Use radial drawing controls. It is on by default: long-press empty map space or right-click on desktop to use the contextual menu. Turn it off to restore the floating toolbar.
"Long-press does not open drawing tools"
Finish or cancel the current drawing, edit, or measurement, and confirm or close any temporary location pin. The radial menu starts from an idle map. Hold the finger still; dragging before the menu opens cancels the long-press.
"Add Point or Cancel seems to need two presses"
The first Add Point press in direct drawing enters Precision; the next captures the crosshair position. In Precision, Cancel first discards the crosshair draft and returns to direct drawing. Cancel again if the map still says Drawing and you want to exit. See the drawing walkthrough.
"Split/Merge tools aren't available"
- Confirm Owner/Admin access. Enable Advanced Edit for the side-panel entry, or use the contextual menu on an editable polygon when radial controls are on.
- These tools require at least 2 features (for merge) or a line intersecting a polygon (for split).
"A saved feature is still red, or my category colors disappeared"
Check Completion Indicator in Layers → Style. It checks all eligible visible fields, including optional ones, and uses red for incomplete records. Completion colors replace category/range colors. Turn it off to return to classification, or inspect the fields still missing answers. Green does not confirm cloud sync. See completion rules.
3. Forms & Data Entry
"A field type is locked and can't be changed"
- Existing fields have a locked type in the editor, even before collection.
- Add a replacement field for a different type, or use Upgrade to Lexicon Picklist where offered.
- Review existing records and dependent rules before removing a field. The deletion dialog reports rules that will also be removed. See field configuration.
"My Lexicon dropdown isn't showing options"
- Ensure the Lexicon has been created in the Lexicon panel.
- Verify the field is linked to the correct Lexicon (check the field edit dialog).
- Lexicon Picklists require Pro subscription.
"Smart Logic rules aren't working"
- Ensure the Source Field has a value before the Target Field can appear.
- Check that the condition matches exactly (case-sensitive for "equals").
- Simple mode supports manual sentence-based rules. Its optional AI Generate action costs 1 AI credit.
- Smart Logic requires Pro subscription.
Voice Entry in Quick Capture
| What you see | What to do |
|---|---|
| Fill by voice is missing | Enable Quick Capture Mode and open its capture form. Voice requires separate workspace access and an eligible plan. Check connectivity and ask your workspace administrator to verify access; the toggle alone is insufficient. |
| Microphone entry is unavailable here | Use the Android app with an available speech service, or type a description/use keyboard dictation. Browser entry does not expose the dedicated Android microphone. |
| Speech was not recognized | Check microphone permission, Speech language and surrounding noise. Correct or type the description and try Suggest values. |
| Suggest values is disabled | Enter a description and finish speaking. Wait for any current request or save to finish, and check workspace access. Open Privacy & processing to review how your description is used. |
| No suitable empty fields were found | Check for eligible empty fields. Dates/media, protected fields and choice lists over 100 options use their normal controls. Non-empty text, number and choice fields are preserved. |
| Needs attention | Expand the section and read the explanation for each field. Apply the other valid values if correct, then complete unresolved fields manually. For identifiers, use exact spelling; for lists, use a displayed option; for unit issues, check the configured field unit. |
| The form changed. Request a new suggestion. | The old preview no longer matches the draft or its definitions. Review the current form, then request again if needed. |
| Suggestion failed field validation | No suggestion was applied. Review the explanation and description, or enter values manually. |
| Not enough AI credits / sign-in expired | Check the workspace balance or refresh your sign-in session. If requests remain unavailable, ask the administrator to verify voice access and AI processing/sharing permissions. |
| Repeated values stopped appearing | Repetition lasts only for the current Quick Capture session and context. Mode, project, account/workspace or app restart clears it; a changed form can also stop unsafe reuse. Review and select repeat fields again if appropriate. |
| Values appeared, but no record was saved | Apply to form only fills the draft. Complete required fields and choose Save Capture; verify cloud delivery separately. |
Follow the voice walkthrough for review, point usage and cancellation behavior.
4. Data Import & Export
"My imported file has no features on the map"
- Verify the file contains valid geometry data (coordinates).
- For CSV/Excel imports: check that latitude/longitude columns were correctly mapped in the wizard.
- Ensure the correct CRS (Coordinate Reference System) was selected — WGS84 is the default.
- Very large files (50MB+) may take time to process.
"Exported CSV doesn't have coordinates"
- Coordinates are included as separate columns (latitude, longitude) in the CSV export.
- For full geometry preservation, use GeoJSON or GeoPackage export formats.
"GDB import or export fails"
- Sign in and check the internet connection. GDB conversion uses the Geova service even for local projects.
- For import, select a ZIP containing the complete GDB folder.
- For export, check that your workspace includes GeoPackage export access.
- Wait for service preparation and conversion progress. If the operation fails or you cancel, check the displayed result before retrying.
- Verify attachments and fields in the result; a successful conversion does not promise complete related-table restoration.
"GeoPackage import fails"
- Ensure the file is a valid SQLite-based GeoPackage (
.gpkg). - Files larger than 50MB trigger a warning — confirm to proceed.
- The system checks the file signature, so the file extension does not always need to be correct.
5. Sync & Collaboration
"Local P2P sync isn't connecting"
- Both devices must be on the same Wi-Fi network (or hotspot).
- Verify the IP address and port (default: 8080) match between host and sender.
- Check that no firewall or VPN is blocking local network connections.
- Try creating a mobile hotspot from one device and connecting the other.
"Cloud sync isn't working"
- Cloud sync requires a signed-in session, internet connectivity, and the appropriate workspace access.
- Verify you're signed in (not in Guest mode).
- Check the project's storage mode — local-only projects don't sync to cloud.
- Look for the sync status indicator on the Dashboard.
"Changes are saved, but other people cannot see them"
Open Sync Inspector from the sync status control. Check Queued Changes, Last Sync, and any related-data attention state. A local-only project does not automatically upload. If the related-data status is unavailable, a zero standard queue does not confirm that everything is synced.
Follow Check sync and recover saved work to choose the correct retry or recovery. Do not create replacement records simply because a save response was interrupted.
"A related visit or parent is missing"
Confirm the project, child table, and active relationship. The parent picker filters only the current page; use Load records and Next to find more parents. A draft relationship cannot yet link visits, and an offline snapshot may not contain the latest hosted data.
Use Record repeated inspections to check the setup and recovery for an unresolved link or pending operation.
"I can't invite team members"
- Only Owners and Admins can invite members.
- Invitations are sent to the email address — the recipient must create an account and accept.
- Pending invitations appear in the Members tab until accepted.
6. Geova AI Chat
"Geova AI gives unexpected answers"
- Use
@Layerand#Columnmentions for precision. - Check the Data Dictionary (Layers → Dictionary) to ensure field aliases and units are configured.
- Tap "Go Deeper" to re-run with a structured analysis template when one is available.
- Review the SQL Query in the expandable section to verify what was executed.
"AI says 'Out of Credits'"
- Each useful answer costs 1 credit. Clarifications and errors are not billed.
- Purchase more credits via Account → Recharge or the Upgrade prompt.
"AI results disappeared"
- AI results are temporary and stored in session memory.
- To preserve results permanently, tap "Add to Mapplex" to save them as a project layer.
- Re-run the query if the results have expired.
7. Performance
"The app is slow with many features"
- Data tables load 50 rows at a time to reduce browser load.
- Enable Feature Clustering in Settings to group nearby features at lower zoom levels.
- Zoom into the area you are reviewing so fewer features are visible at once.
- Turn off layers that are not needed for the current task.
"The app crashed or froze"
- Force-close and reopen the app.
- If it persists, preserve unsent work and check sync recovery before any cache or storage cleanup. Do not clear application data or reinstall as a first recovery step.
- Ensure your device has sufficient free storage (at least 500MB recommended).
- On older devices, disable Map Rotation and Feature Clustering to reduce GPU load.
8. Frequently Asked Questions
Does Mapplex work offline?
Prepared local collection can continue without internet. Use the approved Android application when dependable disconnected startup is required, and test the exact device and project beforehand. Browser access does not guarantee a disconnected cold start. Cloud synchronization, generative Geova AI, and workspace collaboration require connectivity.
How many devices can I use?
Each account supports up to 2 trusted devices. Manage devices in Account → Device Management.
What file formats does Mapplex support?
| Action | Formats |
|---|---|
| Import | GeoJSON, KMZ/KML, GeoPackage, zipped GDB via online conversion, CSV, Excel (.xlsx/.xls), DXF, SHP ZIP or SHP component files |
| Export | GeoJSON, KMZ, GeoPackage, GDB ZIP via online conversion, CSV, DXF, SHP ZIP, and map/drawing PDFs where available |
| Schema Import | JSON, GeoJSON, CSV, KMZ/KML, GeoPackage |
Is my data secure?
- Local project data is stored on your current device. It is not automatically a shared or off-device backup.
- Geova Cloud applies workspace-level access controls, so users can access only the data available to their workspace.
- Geova AI is routed through the Geova Cloud and charged against workspace credits.
- Limited schema details, sample field values, and location context may be sent when needed for an AI request.
- Full datasets and geometries are not sent automatically for ordinary chat planning.
What languages are supported?
The interface offers English, Arabic, Spanish, and French. Choose Settings → General → Language. Arabic text reads right to left while navigation and map controls stay in their usual positions. Geova AI question understanding currently supports English, Arabic, and mixed English/Arabic; choosing Spanish or French for the interface does not extend that support.
Can I use Mapplex on desktop?
Mapplex can be opened through its approved HTTPS address in a supported modern browser. The interface adapts to desktop and tablet layouts. A browser shortcut is not equivalent to an offline installation; use the approved Android application when disconnected startup is required.
Need more help? Tap Help in the sidebar to access the Interactive Tour or visit the online documentation at geova.net/docs.