Troubleshooting

The most common cases — each one with what lies behind it and the next thing to do. The way to support is at the end of the chapter.

Signing in and account

“There is already an account for this address.” The form switches to the “Sign in” tab by itself.

You have forgotten the password. On the “Sign in” tab, enter the email address, tap “Forgotten your password?” and then “Send link”. The link in the email opens a page in the browser for setting a new password — also on a computer without the app. That page currently appears in German: under “Neues Passwort setzen” enter the new password twice, tap “Passwort speichern” and then sign in to the app. If it reports “Dieser Link ist abgelaufen oder wurde schon benutzt.” (the link has expired or has already been used), request a new link the same way (chapter “Getting started”).

“Agree once, then carry on” cannot be confirmed. Agreeing needs an internet connection; without one the panel reports “No connection to the server”. Until then “Share backup”, “Sign out” and “Delete account” remain available. Without a connection the request does not appear at all; the app asks as soon as it is online again and you return to it.

The phone with the authenticator app is gone. At sign-in, choose “Phone not at hand? Enter a recovery code” and enter one of the codes you noted down. This removes the second factor, all codes have expired and all sessions are signed out: sign in again with the password and set up the second factor again, together with new codes (chapter “Settings”). Without recovery codes, only the operator can help.

No email arrives. Check the spam folder and the spelling of the address. A confirmation email can be requested again with “Send the email again” — in the sign-in form and on the profile page. If still nothing arrives, support can help.

The confirmation code does not arrive. Check the spam folder and the spelling of the address; the email has the subject “Your confirmation code for Aufmasstool”. After 60 seconds “Send a new code” requests a new one, and then only the newest is valid. A misspelt address is corrected with “Use a different address”. At most five codes go to one address in 24 hours; after that, and after too many requests from the same connection, the form reports “Too many requests. Please wait a while and then try again.” With “We cannot send emails right now. Please try again later.” the email did not go out: check the address and try again later.

“The code has expired or is no longer valid. Please request a new one.” or “Too many wrong attempts. Please request a new code.” A code is valid for 15 minutes and tolerates five wrong entries; a new code makes the older ones invalid. Request a new one with “Send a new code” and enter the six digits from the newest email. If the code only fails at “Create account”, the form goes back to the code entry by itself.

“Accounts cannot be created with addresses from this provider. Please use a different email address.” The address belongs to a provider of disposable mailboxes; registration does not accept such addresses. Start again at step 1 with an address you use permanently — the form goes back there by itself.

“The security check is missing.” or “The security check did not succeed.” The calculation task before the code is sent was missing, had expired or was not accepted. Tap “Send code” again.

“A new account now needs a confirmation code sent by email. Please update the app.” Registration requires a code from an email, and this version of the app did not offer the step for it. Update the app from the App Store or Google Play, or reload the page in the browser; after that “Create a new account” leads through the three steps (chapter “Getting started”). Older versions of the app without this step do not create an account while registration is open.

Registration broke off halfway through. Try again: if the account already exists, the app offers to carry on there. “Start again” and then “Discard the process” begins from scratch; an account already created remains, and an invite code that has been used up does not become free again.

The invite code is not accepted. Upper and lower case make no difference, and hyphens may be left out. The message names the reason; if the code is withdrawn, expired or used up, only a new one helps. With open registration the code is optional: without a code, leave the field empty. With the code requirement and no code: “I do not have an invite code”.

“This device still belongs to another account.” On the profile page, choose “Detach the account from this device” — the measurements stay on the device — and then sign in with the other account (chapter “Working together”).

“Too many attempts.”, “Too many sign-up attempts.” or “No connection.” Wait a moment or get a connection, then try again; the data on the device is not affected. If the app reports “This account is blocked.”, support can help.

A team invitation does not work

• The invitation email does not arrive. Check the spam folder. Owners and admins send it once more on the team screen, in the list of pending invites, with “Send again”; with “The invitation email could not be delivered.” check the address first.
• “This invitation belongs to a different email address.” The code only applies to the account with exactly the address invited — sign in with that one.
• “This invitation has expired.” or “… has been withdrawn.” An invitation is valid for seven days; only a new one helps.
• Too many invites within 24 hours: try again later.

The connection to the laser distance meter is not established

• The measuring device is switched on and its Bluetooth symbol is flashing. The list only shows devices whose name begins with “DISTO”.
• Bluetooth is on and allowed for the app — otherwise the search button reads “Bluetooth off”; the permission is in the settings of the device.
• Do not tap again while “Connecting…” is showing. If it fails, “Connection failed” names the reason; then tap again or search again.
• “Permission missing” — the permission for Bluetooth, or on Android up to version 11 for location, has been refused. Grant it in the device settings for this app and search again.
• Android up to version 11 finds nothing — the location service is switched off. A note with “Open location settings” then appears below the search button; switch location on and search again (chapter “Measuring”).
• In the browser pairing works in Chrome, Edge and Opera. In Safari and Firefox “Pairing is not possible here” appears with the reason that the browser does not offer Bluetooth; on iPhone and iPad the way leads through the app.
• “Connection lost: …” — the connection has dropped, usually because the laser was switched off or is out of range; in the browser the reason reads “The device ended the connection”, and the bar at the top shows “Disconnected”. Switch the laser on and pair it again in the dialogue with “Connect measuring device”.

Pairing belongs to the Basic plan. Dimensions can be entered by hand everywhere.

Camera measurement is greyed out

Whatever does not work in the “With the camera” tile names the reason directly below it:

• There is no AR measuring in the browser, not even on a phone. The photo reference remains available there: “Measure on a photo” or, under “More modes …”, “Photo reference” opens the file dialogue from which the photo of the marker comes. The app does not use a camera on the computer for this.
• “Scan the whole room” and “Measure heap volume” need a LiDAR scanner on iPhone and iPad; the room scan exists only there. On Android “Capture room outline” appears instead.
• On Android distance, AR distance, floor → ceiling, item / box, area, heap volume and the room outline depend on the 3D measurement of the system, which Google releases only for tested devices. Otherwise the laser, entry by hand or “Measure on a photo” remain.
• The camera permission is missing — grant it afterwards in the settings of the device.
• Camera and AR measuring belong to the Pro plan.

The reference marker is not recognised in the picture

On Android the photo measurement stops instead of guessing, and says why:

• No marker in the picture — lay the sheet from Settings › Reference marker flat against the surface and take it fully into the picture.
• Too small in the picture — go closer, or use the larger sheet (A3, A2).
• At too steep an angle — stand in front of it as squarely as you can.
• No A4 sheet found — the sheet has to lie fully in the picture, lie flat and stand out brightly; reliable only up to about 1.5 m, beyond that use a marker in A3 or A2.
• “Apply” stays grey — both points have to lie on the plane of the sheet.

On iPhone and iPad photo measuring is currently not suitable for a take-off (chapter “Measuring”).

“Undo” takes nothing back

• “This has changed since then …” — someone carried on working afterwards on another device or in another way. So that this newer state is not lost, the app takes nothing back. Correct the value by hand; earlier values are in the measurement history.
• “There is nothing left to undo.” — all steps have already been taken back.
• The message names a measurement sheet. The item now lies on a submitted or approved sheet and is locked. First set a submitted sheet back to “Draft” via “Status” (chapter “Billing”).
• The undo bar is empty. It only applies until the app restarts. Measuring steps on an item can still be taken back after that with “Undo” on the measuring screen; deleted things come back from the recycle bin (chapters “Measuring” and “Projects and structure”).

Deleting is blocked

“Delete” is blocked and names the reason below it:

• The building contains issued documents. Issued quotations and invoices have to be kept (§ 147 AO, German Fiscal Code); the building stays. Stairwells, floors, units, rooms and draft documents in it can be deleted one by one. Drafts alone do not block a building.
• The “Measuring” role does not delete whole buildings, because it does not see any documents and cannot check whether some have to be kept.
• “Your team role does not allow deleting or restoring here.” — the “Read-only” role.
• Quotations, invoices or BoQ items are included — only owners and admins may delete or restore them.
• “Your role in this team is not known on this device …” — the app is reading it right now; no role is stored on this device yet and the server does not respond; the server reports no role that this version of the app knows; or the cloud is switched off and buildings of a team are still on the device. Until it is known, whole buildings cannot be deleted, and deletions with quotations, invoices or BoQ items can neither be restored nor deleted permanently in the recycle bin, even as owner. The app asks again every 30 seconds; as soon as there is a connection and the cloud is switched on, it reads the role, stores it and from then on applies it even without a connection (chapter “Projects and structure”).
• An issued document is not deleted but cancelled or corrected (chapter “Billing”).

Things deleted by mistake stay in the recycle bin for 30 days (chapter “Projects and structure”). Whatever has already been shared with the team is restored by the app from there, and therefore only with a connection.

In the browser: what remains after a reload

In the browser the app stores its state in the browser’s storage every few seconds and when you leave the tab. After a reload it is back, as soon as an account has been signed in on this computer once. Without the cloud the start page shows this as “Stored on this computer”, together with the limits:

• If the browser crashes, the last few seconds are missing.
• Safari deletes the storage of a site that has not been visited for seven days.
• Clearing the browser data clears this state as well.
• The state lies unencrypted in this browser profile — on a shared computer, choose “Do not keep” when signing out.
• If the last backup is older than seven days, the app reminds you.

The data is kept permanently in the installed app on phone or tablet. Work always happens in one tab only: if the app is already running in another tab or window of the same browser, it says so; “Take over here” brings the work into the current tab.

“Not stored permanently” means: this browser provides no storage — in private windows and when site data is blocked. Then the data is gone after a reload. Ways out: work in an ordinary window, switch the cloud on (from the Pro plan; then whatever has already been synchronised comes back every time the app loads, room scans excepted), or download a file via “Create and share backup” and read it back in later with “Restore backup”.

“Stored copy is newer than this version” — this computer holds a state from a newer version of the app. It is neither opened nor overwritten, and until then nothing is saved: reload the page or update the app.

If the building list is empty with the cloud and the profile page names a sync error: do not create anything new — otherwise the projects will later appear twice — but reload the page as soon as the connection is back.

A photo cannot be attached

• The browser gives up no storage — very old versions, some private windows. A notice stands in place of the capture buttons; viewing still works.
• The permission for the camera or the media library is missing. In the app it is in the settings of the device, in the browser in the site settings, usually behind the padlock symbol in the address bar. Without a camera, “From the library” still works.
• “Record audio” is locked, or “Record video” is missing in the viewfinder. In the browser the app only records in the MP4 format; if the browser cannot do that — Firefox, for example —, the reason appears there. Record in another browser or in the app.
• “3D photo” is missing. It belongs to the Pro plan and exists only in the app: on iPhone and iPad with a LiDAR scanner, on Android if the device reports depth data for AR measuring — otherwise the reason appears there.
• The file is neither a picture nor a video nor an audio recording and is turned down.
• “The photo is larger than 25 MB.”, “The video is longer than 3 min.” or “The video is larger than 250 MB.” The app does not accept recordings over the limits and does not shorten them (chapter “Photo documentation”). Shorten or split a longer or larger recording on the device first, then attach it.
• “… larger than 250 MB — they stay on this device only.” These recordings do not go into the cloud; they are missing on other devices. Anyone who needs them there issues them as the photo documentation (ZIP).
• Photo documentation belongs to the Basic plan.

Measuring in the photo does not work

• “Measure in the photo …” is missing. The entry only exists on a 3D photo (chapter “Photo documentation”).
• “There is no depth data for this photo.” Capture it again as a 3D photo.
• “The depth value is missing at one of the points.” Tap a little further from the edge.
• “The points do not lie on one plane.” Measuring in the photo is no good for sloping or curved surfaces.
• “The image file is not on this device.” The app fetches the recording from the cloud; if the message appears all the same, the connection is missing, the cloud is off here, or the capturing device has not uploaded it yet.

The value is an estimate with a tolerance and is no substitute for a measurement with the laser distance meter.

The exported file cannot be found

• On phone and tablet the file goes out through the share sheet. “File shared.” also appears when it was closed without a choice.
• In the browser “The download of “…” has started.” only reports the start; look for the file name given in the downloads folder. Some browsers show their share sheet instead.
• “Cancelled — nothing was shared.” Repeat the export — likewise if nothing arrived otherwise.
• “WebDAV server” destination: the file is in the chosen folder on the server; the message “Uploaded to …” names it. If uploading fails, the message gives the reason — for example “User name or password is wrong.” or “The folder does not exist on the server.” —; then check the access in the “Destination” tab with “Save and check” (chapter “Exporting”).
• “No email account is set up on this device.”, or in the browser the email arrives without an attachment: export with “Create PDF” and pass on or attach the file by hand.
• “The template “…” can no longer be found.” The template file only applies while the dialogue is open; choose it again with “Choose template …”.

BoQ items are missing on submission or on a document

Submit measurement: before the X31 or DA11 file is created, “Check before submitting” names BoQ items without a measurement, measurements without a BoQ item, units that do not fit and items whose edges cross. “Submit anyway” leaves out BoQ items without a measurement and unassigned measurements and then names the first missing item numbers. The better way is almost always to make the assignment good.

Quotation or invoice: “Check before creating” names missing mandatory details and BoQ items without a unit price or with the quantity 0, on a quotation also alternative items and provisional items without a total amount. “Generate anyway” creates the document without these BoQ items.

A document cannot be issued

• “Number already used” — the number entered by hand already exists on this device. Choose another one or leave the suggestion as it is; the app then assigns the final number itself (chapter “Billing”).
• “Number not approved” — with the cloud, the server checks a number entered by hand; the message gives the reason: already used in the team, in a reserved number block, not checkable without a connection or without being signed in, or not checkable for the role or without the second factor. Choose another number, try again later or let the app assign the number.
• “No number block” — with the cloud, documents are only issued with a number from a reserved block, and the app could not fetch any; the message gives the reason. With a connection and signed in, tap “Fetch numbers”; in the invoice dialogue, “Save as draft” puts the document into the document list to be issued later. If the app reports that the role may not reserve document numbers, an owner or admin issues the document (chapter “Billing”).
• “Please decide first what happens to these interim invoices” — in the “Amounts” tab under “Open interim invoices”, choose “has been paid” or “will be replaced” for each interim invoice.
• “Provisional” appears below the number. Without the cloud there is no number block. The document can still be issued; the number is then only unique on this device.

The quantities differ from the measured ones

That is usually the over-measurement rule under VOB/C: small openings are not deducted, larger ones are; the item list shows the measured quantity above and the billable one below it. The rule is set per project and synchronised with the cloud (chapter “Billing”).

Small differences in the last decimal place come from the rounding: every measurement line is rounded to the project's places (Billing › Project settings › “Decimal places for quantities”, two or three), and the quantity of the BoQ item is the sum of the rounded lines. The measuring screen and the wall group editor calculate their totals the same way, but always with full deduction; only where an over-measurement rule applies do they differ from the item list and the document. GAEB X31 and REB DA11 always write three places; for a project with two places the quantity there differs from the invoice by up to 0.005 per measurement line (chapter “Billing”).

A function is locked

Then it is the plan that is missing, not the function; a tap usually opens the plan overview with the tier needed (chapter “Plans”). In a team the role can also be the reason — what it allows is shown under Profile › “Team” in “What I may do in this team” (chapter “Working together”) — or the fact that the app does not know the role, for example because none is stored on this device yet and there is no connection: then the bill of quantities, for instance, can only be viewed (chapter “Bill of quantities”). If one is stored, the role last read applies without a connection. If the app reports “This team needs at least the Pro plan for that.” or “… the Team plan for that.”, the server has refused by the team’s plan (chapter “Working together”, “Five roles”). If a function stays locked although an unlock has been granted, restart the app or sign in again — in a private browser window, first back up whatever does not survive a reload.

Changes are missing or the cloud is off

• Tap “Sync now” on the profile page. If the button is missing, the cloud is off on this device; if no reason is given there, “Switch off cloud sync” was chosen on another device of the account.
• “Not synced for over 24 hours — check the connection.” — the connection was missing; synchronisation makes up for it. With “Sync error: …” the reason follows.
• “Uploading paused” — the plan does not cover uploading; the reason stands below it (chapter “Working together”). Fetching carries on, nothing is lost, and after the unlock the app uploads by itself.
• “Sync is waiting for your second factor” — tap “Enter code” and enter the code from the authenticator app; the sync then starts again.
• “This device’s sign-in is no longer valid.” or “The server rejected this device.” Sign in again.
• Projects have disappeared from the device, or prices and documents are missing. In the team an assignment was withdrawn, the membership ended or the role set to “Measuring”; the app reports this under “Team update” (chapter “Working together”). Whatever had not yet been uploaded when switching to “Measuring” is listed under Profile › “Team” › “Conflicts during sync”.
• When people work on the same item at the same time, the more recent change wins by the clock of the saving device. Your own state that was pushed aside is shown under Profile › “Team” › “Conflicts during sync”. The date and time of all devices should therefore be correct; if a device’s clock is off by more than five minutes, the profile page says so.

Switching team does not work

• “Switching teams needs a connection.” Switch again with a connection.
• “You are not (or no longer) a member of this team.” The server knows no membership in this team; owners or admins of the team can invite again.
• “The backup on this device could not be created …” Usually the storage is full. Free up space and switch again; nothing was removed.
• “… projects handed over to another team have not yet been removed from this device.” First clear them via the notice in the list of buildings, then switch.
• After a team switch the device does not synchronise. The switch was interrupted (no connection, app closed). Restart the app with a connection; it then tries to complete the switch. If the team screen shows “The switch to … was not completed — switch again.”, switch again. If a line there names new or changed entries that would be removed together with the previous team, “Complete anyway” decides; the app then tries to complete the switch at the next start. If it shows “A team switch could not be read.”, resolve it with “Discard switch”; the next sync then fetches the current team’s data completely from the server.

A building handed over does not disappear in the browser. In the browser the app only removes a building handed over to another team once the download of a backup has been started via the notice in the list of buildings: press the button “Download backup and remove project”. If it reports that the project could not be removed right now, try again while connected.

A backup cannot be created

If, under Settings › Backup, the sentence “Backup blocked: …” appears instead of “Create and share backup”, the device holds a project of a team in which you can only view and the owner has turned off “Export allowed”. A backup would contain that project too. Ask the owner to allow exporting; after the next sync and opening Settings again, the button is back. Projects of your own can be exported individually as a file (chapter “Exporting”).

The backup cannot be read back in

“The selected file is not a valid Aufmasstool backup.” means: the wrong file. With “The backup comes from a newer app version.” update the app first. More in the chapter “Settings”.

A notice about a new version appears at start-up

Both notices exist only in the app on phone and tablet.

• “New version available” — “Open in the App Store” or “Open in Google Play” leads to the new version. After “Later” the app does not report the same version again.
• “Update ready” — an improvement has been downloaded and takes effect at the next start, or straight away with “Restart now”.

If none of this helps

Right at the bottom of Settings stand the name and the version of the app. That number belongs in every query, together with the device and what was last done. If you agree under Settings › “Send error reports”, a technical report also goes to the operator after an unexpected error (chapter “Settings”). The way to support is in the legal notice in the “Contact” section. This manual can be reached in the app under Settings › Help › “User manual”.