Troubleshooting and questions

Find the problem below, then do the steps. If the problem continues, contact support. Tell us what you did, what you saw, and the device that you use.

Sign in

The sign-in code does not arrive

1. Wait two minutes.
2. Look in your junk mail folder.
3. Click Resend code.
4. Make sure that you typed your work email correctly. To change it, click Use a different email.

Borehole Logging is slow to open in a web browser

The first time, the web browser downloads the app. This can take one minute on a slow connection. The next time, it opens quickly.

Borehole Logging says that it is open in another tab

Borehole Logging keeps your logs in the web browser, and only one tab can use them. Close the other tab, or use it.

Sync

My changes do not reach the office

1. Look at the status bar (on a phone, under Investigations).
2. If it shows Offline, connect to the internet. Borehole Logging sends the changes by itself.
3. If it shows Sync problem, click Sync now (F5), or tap the status on a phone.
4. If it shows entries need review, review the changes. See Work offline and sync.

Borehole Logging does not sign me out

Some changes are not sent yet, so Borehole Logging shows Still sending. Connect to the internet, sync, then sign out. This stops you from losing the changes.

A message says that the browser has not granted persistent storage

The web browser can delete your logs when the device is low on space. Sync often. Install the site as an app in Chrome or Edge, or contact support to get the phone or desktop app.

Editing

I cannot change a hole

Look at the status bar, or the word next to the hole on a phone:

• Held by a device name: another device edits the hole. The hold stops 10 minutes after the last edit on that device, or when that person clicks Hole › Release.
• Locked in the office: ask the office to unlock the hole.
• Final: the investigation is finalised. Ask the office if you must change it.

A row shows an error and does not save

Read the message in the cell or under the field. For example, a bottom depth must be deeper than the top depth, and a depth must not be deeper than the final depth of the hole. Correct the value. Press Esc to undo the changes to the row.

A typed date shows the wrong day

Type dates as DD/MM/YYYY, for example 05/10/2026 for 5 October 2026. Borehole Logging shows dates as the workspace's region writes them, for example 05 Oct 2026.

Log sheets

The log sheet shows a layout issue and I cannot save the PDF

Click the layout issue button to read the issues. The most usual issue is a cored borehole with no Start coring depth. See Print log sheets as PDF.

The log sheet is on the wrong layout

Look at the sheet template of the project and of the workspace. A hole that is Complete keeps the template version that it was issued on. See Set up log sheets and sheet templates.

Imports and exports

The import shows that the AGS file breaks a rule

Read the problems. Correct the file and import it again. Or click Continue to import to bring it in as it is.

A gINT file, PDF logs, field sheets or survey photos cannot be read

The server reads these files. Connect to the internet. For PDF logs and survey photos, the investigation must be on the server: sync first. For field sheets, wait until the sync sends the scans.

Some holes are left out of the KML file

A hole needs a latitude and a longitude, or an easting and a northing in an investigation with an MGA or UTM zone. See Export AGS 4, Excel and KML files.

Plans and charts

The site map has no basemap

Set the coordinate system of the investigation with its zone, for example MGA2020 Zone 56, in Project details. Then select a basemap. The basemap needs an internet connection.

The 3D view does not open

The 3D view needs three or more holes with an easting, a northing and a ground level (RL).

A chart shows nothing

• For SPT N vs RL, the holes must have a ground level.
• The laboratory charts need approved laboratory results, and an internet connection.

The units do not join between the holes

Give the strata a geology unit. Click Data › Assign units. See Draw cross-sections and fence diagrams.

Related pages

• Work offline and sync
• Glossary of logging terms