Troubleshooting
Reading error messages
When a server request fails, the system raises a red toast with the error text and a Details button. The details dialog holds:
| Field | What to look at |
|---|---|
| Message | The reason as stated by the server — the important field |
| Status | The HTTP response code |
| When | When the error occurred |
| Request | Method and address |
| Response body | The server's full response |
Attach all of it when you contact support.
Signing in
"Login failed. Please check your credentials and try again." Wrong email or password. Check your keyboard layout and capitalisation. If the password is definitely right, the account may be locked — contact your administrator.
"Login failed. Please try again." A network or server error. Check connectivity and retry.
You keep getting thrown back to the sign-in screen. The session is not persisting. Confirm your browser allows cookies and local storage for the system's address, and switch on Keep me signed in.
The map
The map is blank or does not render. Check whether any layer is switched on ("No layers shown. Switch one on above."). Then try changing the map engine in Account → General → Map.
Vehicles are not moving. Confirm the Vehicles layer is on and the Live indicator is showing. If the device state reads Device offline, the problem is at the tracker, not in the interface.
Routing fails: "No steps returned". There is no drivable connection between the points you placed — a waypoint may be off the road network. Move the points closer to a road.
You cannot draw a geofence. Drawing mode is cancelled by Esc and by switching tools. Make sure the creation tool is active and follow the on-screen hint.
Video
The message shown in place of the picture states the cause:
| Message | What to do |
|---|---|
| Live video needs the API data source | Switch the source to Live API in the user menu |
| Sign in to view the stream | Sign in |
| Session expired | Sign in again |
| No access to this camera | Ask your administrator for permission |
| Stream not published | The camera is not delivering video; check the camera and the video server |
| Stream unavailable (…) | A video-server error; report the code to support |
| Camera offline | The camera is not online |
Video stutters or breaks up. Lower the Video quality in Account → General. On the video wall, use fewer windows: each window is its own stream.
Archive: "No recording at this time". Nothing was recorded at that moment. "Archive unavailable" means the storage itself is unreachable — that is one for your administrator.
Data does not update
Changes are not saved. Check the data source in the user menu. In Local sample data mode changes are never stored. In Local database mode they queue: look at the indicator — if it says "3 queued", press Sync now.
A list is empty although the data exists. Clear the filters and the search field. Check the selected period: many screens default to today only.
Report figures do not match what you expect. Confirm the period, the object selector and the status filter all match. A report is always computed over the current selection, not the whole fleet.
Notifications
The event is in the log but no notification arrived. Check two places: the subscription on the object (the Alert me about this vehicle or Alert rules block) and the delivery channels in Account → Notifications.
Telegram messages never arrive. Confirm the Telegram channel is ticked and the link is established. If you see "Telegram isn't configured on the server", the integration is not enabled in your installation.
The event is missing from the log too. Then it was never recorded. Check the vehicle's device (the Devices block) and the geofence geometry.
Import
"No tables found in this file". The data must begin with a header row and contain no merged cells inside the block.
"Required attribute not mapped: …". Go back to the Columns step and map the fields listed.
Some rows did not import ("2 rows failed"). Usually a bad value format or an unresolved relation. Check those rows in the source file and import them separately.
General remedies
- Reload the page. This clears a stalled real-time connection.
- Check the data source. A good share of "strange behaviour" is explained by running against a local source.
- Check the period and filters. The second most common cause of "missing" data.
- Check the time zone in Account → General if event times look shifted.
Where to get help
Technical support: https://help.zone-it.studio/
When you get in touch, include what you did, what you expected, what you got, and the contents of the Details dialog from the error message.