Troubleshooting

Troubleshooting

This guide lists common issues users may face while working in Darwin, along with practical steps to diagnose and resolve them.
If you still experience issues after following these steps, contact your system administrator or support channel.

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1. The IFC Model Does Not Load

Possible causes:

• The file is too large or contains unsupported geometry.
• The IFC version is not compatible.
• The file has corrupted elements.

Try:

1. Refresh the page and reload the file.
2. Verify the IFC exports correctly in your authoring tool.
3. Check that the file uses a standard IFC schema (IFC2x3 or IFC4).
4. Remove unused BIM elements and re-export.

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2. Quantities Look Incorrect

Possible causes:

• IFC mapping has incorrect element grouping.
• The model may contain inconsistent metadata.
• Units may be different than expected.

Try:

1. Inspect the element group in the Mapping page.
2. Use the IFC Viewer to click individual elements and verify geometry.
3. Confirm units (mm vs m, ft vs m) in the modeling software.
4. Override quantities manually in the Estimation Details when necessary.

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3. A Module Does Not Appear in the Estimation

Possible causes:

• The element group is not mapped to a module.
• The estimation was created before mapping.
• The module belongs to a different category or is filtered out.

Try:

1. Re-open the IFC Mapping page and ensure the module is assigned.
2. Click Refresh Estimation (if available).
3. Add the module manually to the estimation.

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4. Prices Are Not Updating

Possible causes:

• The wrong price list is assigned to the project.
• The price list has not been refreshed.
• You edited the module instead of the price list.

Try:

1. Go to Project → Price Review and verify the active list.
2. Update or replace the price list.
3. Refresh exchange rates for multi-currency projects.
4. Recalculate or reopen the estimation.

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5. Labor or Material Costs Look Too High or Too Low

Possible causes:

• Incorrect price values in the price list.
• Wrong unit of measurement.
• Module quantities are multiplied incorrectly.

Try:

1. Open the module breakdown and verify quantities.
2. Check the price list for unit mismatches.
3. Compare with a known baseline module.

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6. Tasks Are Not Appearing for Other Users

Possible causes:

• The task was not assigned.
• The other user lacks access to the project.
• Filters are applied in the task list.

Try:

1. Reassign the task and save.
2. Confirm that the user has project permissions.
3. Clear filters from the Task page.

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7. I Can’t Upload Documents

Possible causes:

• File size limit exceeded.
• Unsupported file type.
• Folder permissions are restricted.

Try:

1. Compress or resize large files.
2. Upload supported formats (PDF, images, IFC, spreadsheets).
3. Ensure you’re uploading to a valid project folder.

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8. Estimation Totals Are Not Matching My Expectations

Possible causes:

• Missing modules.
• Manual overrides.
• Incorrect exchange rates.
• Price list mismatch.

Try:

1. Recheck the Estimation Details for missing items.
2. Inspect manual cost overrides (if any).
3. Refresh exchange rates.
4. Confirm the active price list is correct.

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9. I Can’t See a Project in the List

Possible causes:

• You are not part of the project team.
• The project belongs to another tenant.
• Filters are applied.

Try:

1. Ask the project owner to add you.
2. Clear search or filters.
3. Check your tenant access if you manage multiple environments.

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Need Additional Help?

If the issue persists, gather the following before contacting support:

• Project name
• IFC file (if relevant)
• Screenshots of the issue
• Browser and version
• Steps to reproduce the problem

Then reach out to your support channel or administrator.