Troubleshooting

This page lists common problems in Holarch, what causes them and how to fix them. Each problem starts with what you see, then the cause, then the fix. Quoted messages are the exact text Holarch shows.

If your problem is not here, send a support request (see Contact support).

How to use it

When and why

Use this page when something does not work as you expect: a change does not save, an AI tool is off, a project is missing or the window looks wrong. Most problems show a message. Search this page for the message text, or look under the area where it happened.

Find and fix a problem

1. Note the exact message, or what you see, such as "the rail is gone".
2. Find it on this page under Saving, Sign-in problems, AI, Shared projects, Attachments and limits or Display.
3. Follow the fix.

   The message goes away, or the save status shows Saved.

4. If the fix does not help, send a support request with the message (see Contact support).

Worked example: an edit in the CubeSat EO-1 demo is not saved

1. You edit RK-3 Launch Slip in the CubeSat EO-1 demo on a train, and the save status in the top bar reads Offline – changes kept on this device.
2. Keep working. Your changes are kept in this browser.
3. When the connection is back, the status changes to Saved. If it does not, click the status to reconnect now.

Tips and good practice

• Watch the save status in the top bar before you close the browser. Saved means the server has every change.
• Do not close the page while a red banner reads "Changes are not saved. Do not close this page."
• Quote the exact message when you contact support, and say what you did just before it.

Saving

Holarch saves each change to the server about half a second after you make it. The save status in the top bar shows the state; see Save status.

"Offline – changes kept on this device"

• Cause: the connection to the server is lost.
• Fix: keep working; your changes are kept in this browser and sent when the connection is back. Click the status to reconnect now.

"Not saved — retrying"

• Cause: the server did not answer or refused the save. Point at the status to see the reason.
• Fix: check your connection. Holarch retries automatically; click the status to retry now. A copy is kept in this browser meanwhile.

"Not saved — changed on the server" and Project Changed on the Server

• Cause: someone else, or you in another window or tab, saved the project after you opened it here.
• Fix: in the Project Changed on the Server dialog, choose Load the Version on the Server or Keep This Window’s Version. The version you do not keep is saved under Restore Earlier Version…, so nothing is lost.

"Changes are not saved. Do not close this page."

• Cause: the server did not accept the changes and this browser's storage is full, so no copy is kept anywhere.
• Fix: keep the page open. Click Retry. If it still fails, click Download a copy to save the project as a JSON file, then contact support. You can import that file later.

A change was undone at once with an item-limit message

• Cause: the project is at the item limit of its owner's plan or of the hosted service.
• Fix: delete items you no longer need, or split the model into several projects. See Plans and limits.

You need an earlier state of the project

• Cause: a change you regret, beyond what undo can reach.
• Fix: choose Restore Earlier Version… in the project menu of the top bar. Select a version, check the changes it shows, then click Restore. See Restore an earlier version. For a single deleted item, use Database → Deleted instead.

Sign-in problems

The sign-in screen appears while you work

• Cause: your session ended: 14 days without use, 90 days in any case, or you signed out on another device. The screen reads "Your session ended. Sign in again to continue; unsaved changes are kept in this browser."
• Fix: sign in again. Your unsaved changes are kept in this browser and saved after you sign in.

Other sign-in problems

Forgotten passwords, two-step sign-in, passkeys and invitations are covered in Your Account. If you lost every way to sign in, email support@holarch.app from your account's address.

AI

Every plan includes AI: the Free plan 75 requests a month with Claude Haiku, Individual 150 with Claude Sonnet, and Team 225 per seat with Claude Sonnet. You can also add your own Anthropic key. See AI.

"AI is turned off for this project" or the AI Is Turned Off for This Project dialog

• Cause: the project contains markings that the service treats as restricted:
  • a classification or CUIControlled Unclassified Information US government information that is not classified but must be protected or controlled by law, regulation or policy. marking in a classification field or a title block,
  • a banner such as SECRET//NOFORN in a document name or text,
  • an export-control notice (ITARInternational Traffic in Arms Regulations US rules that control the export of defense articles, services and related technical data. or EARExport Administration Regulations US rules that control the export of commercial and dual-use items and technology.) in a document, project or organization marking.

    Company Proprietary, Company Confidential and distribution statements do not turn AI off. Nothing was sent to the AI provider.

• Fix: remove the markings, or contact support. Do not put classified, CUI or export-controlled information in Holarch.

"AI is turned off for this organization by its administrator."

• Cause: an administrator of the project's organization turned AI off for its projects. This also applies to your own key and the included AI.
• Fix: ask the organization's administrator, or use a project outside the organization.

"View only: AI tools need edit access"

• Cause: your role in the project is Viewer.
• Fix: ask an owner for the Editor role.

The included AI requests are used up

• Cause: you used this month's included requests. The message reads, for example, "You've used this month's 75 included AI requests. They reset on November 1. Add your own Anthropic key in Account Settings → AI keys for more."
• Fix: wait for the 1st of the month (UTC), or add your own Anthropic key under Account Settings → AI keys.

"The included AI is paused …"

• Cause: the service's AI budget for the month is used up, or the service paused the included AI.
• Fix: wait until the date shown, if any, or add your own Anthropic key under Account Settings → AI keys. Your own key keeps working.

"Too many AI requests. Try again in a minute."

• Cause: more than 30 requests in a minute. A similar message, "Three AI requests are already running. Try again in 5 seconds.", means three requests are still running.
• Fix: wait the time shown, then try again.

"Monthly AI limit for this key reached."

• Cause: the key's owner set a monthly token limit and it is used up.
• Fix: raise the key's limit under Account → AI keys, wait for the next month, or use another key.

"The provider rejected the API key."

• Cause: your key is invalid, revoked or out of credit.
• Fix: create a new key with the provider, add it under Account → AI keys and remove the old one.

"The AI response was rejected…"

• Cause: the reply did not have the expected form. Nothing in the project changed.
• Fix: try again. For a long or complex task, a stronger model helps.

"The AI took too long to answer."

• Cause: the request timed out.
• Fix: try again, or select less input, such as fewer requirements.

All AI messages are listed under AI messages.

Shared projects

A project is missing from Manage Projects

• Cause: you are not a member of it, or an owner moved it to the Trash. A project you cannot open looks the same as one that does not exist.
• Fix: ask an owner to invite you. See Sharing and Working Together. To get a project back from the Trash within 30 days, contact support.

"View only" under the top bar

• Cause: your role is Viewer. You can read and export, but not change anything.
• Fix: ask an owner for edit access.

"Review only" under the top bar

• Cause: your role is Reviewer. You can comment and approve or reject requirements.
• Fix: ask an owner for edit access if you need to change the model.

A red conflict badge next to the people at the top

• Cause: your edit and another member's edit to the same field clashed. Holarch kept the newer one and holds yours.
• Fix: click the badge and resolve each entry. See Resolve a conflict.

"You no longer have access to this project."

• Cause: an owner removed you from the project.
• Fix: ask an owner to invite you again.

Attachments and limits

A file is not uploaded

• Cause: the file is over the per-file limit, or the project or your storage is full.
• Fix: choose a smaller file, or remove large attachments under Project Storage. The messages and limits are listed in Attachments, Storage and Limits.

You cannot create a project

• Cause: you own the most active projects your plan allows. + New Project is then off.
• Fix: move a project you no longer need to the Trash. See Plans and limits.

Display

The rail is gone

• Cause: the navigation rail is hidden.
• Fix: point at the strip on the left edge to peek, click it to bring the rail back, or press ⌘\ / Ctrl+\.

Only the page shows

• Cause: focus mode is on.
• Fix: press Esc or click Exit focus at the top of the window.

A setting looks wrong

• Cause: an interface setting kept in this browser, such as the theme, the rail state or column choices.
• Fix: open Preferences and choose Clean Preferences…, then confirm. Projects are not affected.

Contact support

Send a question or a problem from inside Holarch. Support replies by email.

1. Open Contact Us… from the account menu (your initials at the end of the top bar), or press ⌘K / Ctrl+K and choose Contact Us….
2. Choose a Topic, enter a Subject and a Message.

   Describe what you did, what you expected and what happened, with the exact message.

3. Optional: tick Include the current project so support can look at it.
4. Click Send Request.

   You see "Support request #number sent."

You can also email support@holarch.app. The full details are in Contact us.

Related pages

• Data and Security
• Getting Started
• AI
• Sharing and Working Together
• Attachments, Storage and Limits
• Your Account