Common Issues
Account & Login
I didn't receive an activation email
Check your spam or junk folder. Make sure you entered your email correctly. Wait up to 5 minutes — delivery can be delayed. If the issue persists, contact support@drtwrk.io.
I forgot my password
Click Forgot Password on the login page, enter your email address, and check your inbox for a reset link. The link expires after 1 hour — request a new one if needed.
My account is locked
Accounts are temporarily locked after multiple failed login attempts. Contact your company Admin to unlock your account from Settings → Team, or contact support@drtwrk.io.
I can't access my company's data
| Cause | Fix |
|---|---|
| Signed into the wrong company | Use the company switcher (top-left) to switch |
| Haven't joined the company yet | Ask your admin to send an invite |
| Your role doesn't allow access | Ask your admin to check your user role |
| Account was removed from the company | Contact your admin |
My invitation link expired
Invitation links expire after a set period. Ask your admin to resend the invitation from the User Management section of the web app.
I see "Authentication credentials were not provided"
Your session has expired or you're not signed in. In the web app: sign in again. In the Civil 3D plugin: click the sign-in button in the drtwrk panel.
Grading Jobs
My grading job is stuck in Pending
Jobs may queue briefly when the system is under load. Wait a few minutes and check again. If the job is still Pending after 10 minutes, cancel it and resubmit.
My job is stuck in processing
Jobs typically complete within 2–5 minutes. If processing for more than 15 minutes:
- Refresh the page — the status may have updated
- Check the Timeline tab for the last engine event
- Contact support@drtwrk.io with the Job ID
My grading job failed
Open the failed job, click the Lots tab, and look for lots with failed status. Common errors:
| Error message | Cause | Fix |
|---|---|---|
Lot boundary not closed | Polyline doesn't close | Re-draw or use PEDIT to close the polyline |
Missing elevation data | No spot elevations assigned | Assign elevation points before resubmitting |
Lot boundary self-intersects | Polyline crosses itself | Clean the polyline geometry |
Insufficient lot points | Too few vertices | Add more vertices to define the boundary |
Elevation mismatch at shared boundary | Adjacent lots have different elevations at the join | Align Z values at shared boundary vertices |
Grading results look incorrect
Verify the preset applied matches your design intent. Check that your input linework elevation data is accurate. Open the Layer Review modal and confirm each layer type is assigned to the correct Civil 3D layer, and that the correct projection surfaces were assigned during the 3D linework step.
Common grading viewer issues
| What you see | Likely cause | What to do |
|---|---|---|
| Subdivision not showing | Issues not fully resolved in 2D or 3D processing | Complete 2D and 3D processing with zero remaining issues |
| Lots missing from the screen | Lot lines not closed, or wrong layer selected | Fix lot lines in Civil 3D and reprocess 2D |
| Submit to Grade button not active | A lot or zone is missing a preset | Assign presets to every lot and zone |
| Grading never finishes | Connection issue or processing timeout | Wait 2 minutes, then try again. Report if it fails twice |
| Walls are on the wrong side | Wall setting in preset is incorrect | Check the wall toggle in both lot and zone presets |
| Labels are overlapping | Multiple elements in a tight area | Drag labels to separate them |
I submitted a job but no lots appear in results
- The polylines may have been on a frozen or off layer when you ran
2DLINEWORK— turn all layers on and resubmit - Lot labels/identifiers may be missing — ensure each polyline has a unique identifier
- All lots may have failed validation — check the job detail for per-lot errors
Web App
The 3D view isn't loading
The grading viewer requires WebGL. Try:
- Use Chrome or Edge (recommended browsers)
- Enable hardware acceleration in browser settings
- Update your browser to the latest version
- Visit get.webgl.org to confirm WebGL works
- Disable browser extensions — some ad blockers or privacy extensions block WebGL
If the issue persists on a supported browser, contact support@drtwrk.io.
Job status isn't updating in real time
Real-time updates use WebSockets. If statuses appear stuck:
- Check your internet connection
- Ensure WebSocket connections aren't blocked by a firewall or proxy
- Hard refresh the page (Cmd+Shift+R / Ctrl+Shift+R)
- Try a different network to rule out a network-level WebSocket block
Export download fails or produces an empty file
- Confirm the job status is
Completed - Try a different export format
- For large jobs, exports are generated asynchronously — wait for the email with the download link
- Clear your browser cache and try again
- If the file downloads but is empty, contact support with the Job ID and export format
My changes aren't saving
Check that you have a stable internet connection. If the connection is stable and changes still aren't saving, refresh the page and re-enter your changes.
drtwrk sync data looks stale or the app asks me to reset local sync data
drtwrk keeps a local copy of some project and settings data in your browser so the app stays responsive. If Chrome blocks that local storage or another drtwrk tab is holding it open, the app may refresh once automatically to repair itself.
If you see a Local sync needs repair screen:
-
Close any other drtwrk tabs or Civil 3D webview windows
-
Click Reset local sync data
-
Sign in again if prompted, then return to your project
If the reset fails, fully quit Chrome or Edge, reopen the browser, and try again. If the problem continues, clear site data for the drtwrk app domain in your browser settings and contact support@drtwrk.io. Include the page you were on and whether you had multiple drtwrk tabs or Civil 3D windows open.