Most problems in HeatAlgo have one of a few known causes and a short message saying what to do. This article collects them in one place: saving and version conflicts, emails, PDF, Algo, links, the account, the browser. Payment problems are covered separately in subscription, invoices and payments.
Saving and version conflicts
Saving is automatic. Every module saves a moment after a change and before you leave the screen; the "Saving..." indicator shows a save in progress. There is no save button.
"The changes could not be saved. Check your connection" - a momentary loss of connectivity. Your edits are safe, and the save is retried by itself when the connection returns. Do not close the tab until the message disappears.
"Project was changed on another device" - the server has a newer version of the module: saved from another device, from a second browser tab, or by Algo in automatic mode. Click "Load newer version" or refresh the page; the changes in your tab from before the conflict will not overwrite those. To avoid conflicts, edit one project in one tab at a time. The same rule applies to Algo: if Algo saved a change while you had unsaved values in the form, the form refreshes to Algo's version.
"The module data is too large to save" - a rare case with very large projects; remove unneeded rooms or storeys and write to us.
A new version of the app and the session
"A new version of HeatAlgo is available - reload to switch to it" - click "Reload"; your changes are saved. If uploading a floor plan ended with "The app is being updated", refresh the page and upload the file again.
"Session expired. Please sign in again" - the browser session ended. After signing in you return to the same place. "Project not found" after refreshing - the project was deleted (on another device too) or the link is out of date.
Emails that do not arrive
- The sign-up confirmation link or the password change link - check spam, then "Send the link again" on the "Check your inbox" screen. The password link is valid for 24 hours.
- The client form invitation - the form card shows "The invitation did not arrive" when the message was rejected; check the address and send again (once a day), or copy the link and send it through another channel.
- The notification about a completed form - check in Settings whether the "Client forms" category has email switched on; in the app the notification is always in the bell.
- The invoice - Stripe sends it in a separate email; you also find it on the "Billing" page under "Invoices and card at Stripe".
Links that expired
- The client form works for 90 days from sending. After expiry the client sees "This link has expired" - send the form again from the project; answers submitted earlier are saved.
- The password change link works for 24 hours - ask for a new one.
- "This form has already been sent" - the client is trying to open the form after sending it back; if they have something to correct, use "Send back for fixes" in the project.
PDF and export
- "PDF generation is temporarily unavailable" - an outage on our side; try again in a moment.
- "Open the floor-plan preview before exporting", "The floor plan changed since the preview was taken" - concern the underfloor plan; open the preview again and download once more.
- "The floor-plan image could not be prepared" - reduce the backdrop scan or pick a smaller print scale.
- "The project has issues to fix - some results in the export may be empty" - fix the fields from the "to fix" chip.
- "The printable floor plan is part of the report" - the project is not unlocked.
- "Floor plan file is too large (max 25 MB)", "The PDF is too large (max 20 MB)", "This PDF could not be read" - reduce the file or save the plan page as PNG.
More in the article on reports.
Algo and reading documents
- "Algo is temporarily unavailable", "The AI service is temporarily overloaded", "The answer took too long" - try again in a moment; with documents, send fewer files at once.
- "This month's Algo budget has been used up" - the allowance for this month is used up; it resets on the first day of the month, and a report and a subscription give a larger one.
- "Algo reads PDF files and JPG, PNG and WebP images" - another format will not be read; "I can take 5 files and 20 MB at once".
- "The data in these materials could not be read" - try a clearer scan or photo.
- "Algo is currently switched off" - the assistant is switched off on our side; the calculations work normally.
More in Algo, the AI assistant.
Calculation stopped
"Fill in the missing data to get a result" and the chip labelled "Blocks the calculation" - the module will not compute the result until you complete the indicated fields; the "Fix" button takes you to each of them. In the heat load calculator the typical blockers are no rooms, a room without envelopes, the heated area exceeded and missing flows with mechanical ventilation; in ventilation - a terminal without a room, no unit, a loop in the ducts; in pump sizing - no area or no radiator dimensions. A module linked to the heat load calculation shows the list of its blockers with a "Fix in the calculator" button.
Account
- "Your account is blocked" - nothing has been deleted; write to us from the field on that screen.
- "Invalid email or password", "Email address has not been confirmed", "Too many attempts" - see account, sign-in and password.
- Projects gone after signing in - check whether you signed in with the same email address they were created on; projects do not disappear when the plan changes or after the subscription ends.
Browser and device
HeatAlgo works in current versions of Chrome, Edge, Firefox and Safari. The minimum versions are Chrome 98 and Safari 15.4 - an older browser may show a blank screen after signing in; update it. Drawing in underfloor heating and the "Ducts" step in ventilation need a computer or a tablet. If the drawing is slow, reduce the resolution of the backdrop scan before uploading.
Ad blockers and privacy extensions do not get in the way; if a feature still does not respond, try a private browser window to rule out an extension.
How to report a bug
From the account menu (top-right corner) pick "Send feedback", then "Report a problem" - best on the screen where the bug occurred, because a screenshot is attached automatically. Describe what you clicked and what happened. If the message has a "Technical details" link, expand it and copy the content into the report. We reply to the address you sign in with.