How to use this page
Find the toast or behaviour you are seeing in the tables below. Toast titles are quoted exactly as ZeroCount shows them. If your problem is not here, note the version number under Ensign ZeroCount at the top of the sidebar and the Session id from the user menu before contacting Ensign Software.
Signing in
| Symptom | Cause | Fix |
|---|---|---|
| Authentication Failed on the login page | Wrong email or password, or the sign-in server rejected the request | Check the address and password. There is no password reset in ZeroCount; contact Ensign Software if you are locked out |
| "Password must be at least 6 characters" or "Invalid email address" | The form's own checks | Correct the field before clicking Login |
| Thrown back to the login page after leaving a tab idle | Your session was rejected outright by the sign-in server | Sign in again. A busy server no longer signs you out (fixed in version 0.24.0); if it keeps happening, report it with the time it occurred |
| Gathering session information... stays on screen | The sign-in server is slow to answer | Wait; if it does not clear within a minute, reload the page |
Uploads
| Symptom | Cause | Fix |
|---|---|---|
| Drawing too large — "the server currently accepts roughly 11 MB per PDF" | The PDF is over the per-file limit | Reduce the file size, for example by flattening or downsampling it, and upload again |
| Drawing not uploaded — "could not be read as a PDF" | The file is not a PDF, or is corrupt or encrypted | Only PDFs are accepted. Convert DWG or image files to PDF first, or re-export the drawing |
| Too many pages | A drawing set has more than 25 pages | Split the set into batches of 25 sheets or fewer |
| Uploaded as a single drawing | The PDF could not be split into pages, so only the first page is used | Export each sheet as its own PDF before uploading |
| Drawing not uploaded — "No connection to the server" | The connection dropped during the upload | Check the status in the user menu, then upload again |
| Drawing not uploaded — "The server did not confirm the upload" | 90 seconds passed with no reply | The file has been removed from the list; upload it again once connected |
| Upload Failed | The server rejected the file | Read the message; if unclear, try again and report it |
| Grey placeholder never turns into a thumbnail | The thumbnail could not be generated | Click Actions › Refresh on the project page. If the card is still missing, upload the file again |
| Folder upload not supported | This browser cannot read a dropped folder | Use Choose folder, or select the PDFs directly |
Opening drawings
| Symptom | Cause | Fix |
|---|---|---|
| Project archived — "This project is archived. Recover it from Actions before opening files." | Archived projects are read-only | Choose Actions › Recover in the project view, then open the drawing |
| Submit is greyed out | No drawing is selected, or the selected drawing is still uploading | Tick a drawing that has finished uploading |
| Couldn't load drawing | The drawing's data did not arrive | Try again; if it persists, use Actions › Refresh |
| No paper-size pill in the toolbar, and Auto Takeoff says "Missing paper-size info for this file (legacy upload)" | The drawing was uploaded before paper-size detection existed | Download the PDF, delete the drawing and upload it again. Measurements on such drawings should be calibrated |
| Auto Takeoff says "Rotate the file back to its uploaded orientation first" | The drawing has been rotated in the app since it was first opened | Rotate it back with Actions › Rotate Clockwise / Rotate Counter-Clockwise until the tools re-enable |
| Auto Takeoff says "Still checking this drawing" | The drawing type is still being worked out | Wait a few seconds |
Detection
| Symptom | Cause | Fix |
|---|---|---|
| Blank Template Detected | The box you drew contains no ink | Zoom in and draw tightly around a symbol |
| No additional detections found — "All matches for this symbol are already marked" | Every instance is already in a group | Nothing to do; check the existing group |
| Symbol search complete reports fewer than you expected | The capture included a passing line or a neighbouring mark that not every instance carries | Redraw the box around the symbol and its own label only. See Detection tips |
| No matching labelled symbols — "N matches were skipped because they don't carry the template's text label" | The symbol you boxed carries a letter or code that identifies it, and the skipped instances carry a different one | Expected when a ring with A is a different device from a ring with W. Box one of the skipped instances to count those separately |
| Using standard detection — "Vector search wasn't possible for this selection" | The capture looks like lettering, has too few strokes, or has no vector ink under it, so the image detector ran instead | Results are usually still good. Draw a tighter box, or turn on Remove Background for cleaner ink |
| Using standard detection — "Vector detection was not possible for this file" | The drawing has no usable vector data | The image detector is used for this drawing; nothing to change |
| Symbol scan unavailable — "This file is not a vector PDF." | Auto Detect Symbols needs vector data | Use Auto Count Symbol on this drawing instead |
| Symbol scan unavailable — "This file has no paper-size information." | Legacy upload | Re-upload the drawing as described above |
| "No repeated symbols found on this drawing." | Nothing repeats often enough to list | Use Auto Count Symbol on the symbols you need |
| "No symbols were found inside the drawn legend, so the whole drawing was scanned instead." | The legend rectangle does not cover the symbol column | Redraw the legend so it includes the symbols, not just the descriptions |
| Cannot redetect — "This detection has no thumbnail image" | The detection has no cropped image to use as a template | Use Reimage Group on the group, then try again |
| Counts include the legend's own copy | The legend is inside the counted area | Draw a legend rectangle, or draw AoIs that exclude it |
Linear takeoff
| Symptom | Cause | Fix |
|---|---|---|
| Sample line turns red dashed and the sidebar says "No stroked vectors found under the sample line — zoom in and draw directly on top of a linear." | The sample did not land on a line | Zoom in and drag along the line itself, not beside it |
| "Image drawing — first detection takes a few seconds" under Auto Takeoff | The drawing is image-based, so the server analyses it first | Wait; later samples on the same drawing are quicker |
| "No coloured line patterns found on this drawing." | Nothing on the sheet reads as a coloured service line | Use Auto Linear (sample one line) on the run you want, or draw the measurement by hand |
| "Drawing data isn't loaded for this file — reopen it and try again." | The drawing's vector data was released | Change drawing and come back |
| Leftover circles and sample lines after a takeoff | Detection markings are drawn over the canvas | Click Clear detection overlay in the sidebar; measurements are unaffected |
Measurements are wrong
| Symptom | Cause | Fix |
|---|---|---|
| Every length is out by the same factor | The scale preset does not match the sheet, or reads None | Set the correct preset in the toolbar and answer Yes, Update All when asked. See Setting the scale |
| Lengths are close but not exact on an older drawing | No paper-size information, so a fixed ratio is assumed | Use Custom › Draw & Calibrate against the scale bar. See Calibrating a drawing |
| One group is wrong, the rest are right | That group has its own scale | Open the group's menu › Adjust Scale |
| Values show in metres when you expected feet | The scale system is Metric or Both | Choose Architectural in the toolbar; Both always displays metres |
| Areas are far more wrong than lengths | Calibration applies once to length and twice to area, so a small calibration error is magnified | Recalibrate against a longer known distance |
| Badges on the canvas show the new unit against old values after changing the scale system | The badges repaint slightly after the sidebar | Zoom or pan once to repaint them |
Export
| Symptom | Cause | Fix |
|---|---|---|
| Cannot export — marker area not initialised or Cannot export — no image loaded | The drawing has not finished loading | Wait for the canvas to appear, then export again |
| Cannot export — no canvas available | The drawing view is not ready | Reload the drawing and try again |
| Failed to export image | The rendering failed | Try again; very large drawings can exhaust browser memory, so close other tabs first |
| Export completed with skipped files — "Could not export: names" | One or more other drawings could not be rendered | Export the named drawings individually with Active File |
| Failed to export job | The job export could not be produced | Try again; report it if it persists |
| A colleague's recent work is missing from the workbook | The cross-drawing summary was built before their changes | In Review mode, click the Refresh summaries button, then export |
Connection
| Symptom | Cause | Fix |
|---|---|---|
| Red dashed ring around your avatar; user menu shows Offline | No connection to the server | Check your network, then click Reconnect now in the user menu |
| Offline — N pending changes | Your edits are queued until the connection returns | Stay on the page; they are sent automatically on reconnect |
| Reconnected — resyncing… will not close | Queued changes are still being sent | Wait for the count to finish; the dialog closes itself |
| Stale pending changes | Queued changes are over a day old | Choose Replay anyway only if nobody else has worked on the project since. See Working with others |
| A detection, upload, rotation or delete failed with a connection toast | Server-side actions are never queued | Reconnect, then repeat the action |
| Toast says a background search was skipped because a drawing has no scale | The other drawing has no scale of its own | Open it once and set its scale; it uses the current drawing's scale as a fallback otherwise |
Still stuck
- 1
Reload the page. This clears most transient connection problems.
- 2
Open Recent Updates from the user menu to check whether the behaviour changed in the current version.
- 3
Note the version number and copy the Session id from the user menu, then contact Ensign Software with both and the exact toast text.
Next steps
- Working with others — connection status, pending changes and the resync dialogs in full.
- Detection tips — how to draw a capture the matcher can use.
- Calibrating a drawing — the fix for lengths that are consistently off.
- Uploading drawings — limits and the split-by-page behaviour.
- Resetting a drawing — the last resort when a drawing's markers are beyond tidying.