Help

Troubleshooting

Resolve import, checkpoint, public-access and download problems.

A file will not import

Check file type and the displayed size limit, select the correct event and review plan capacity. KML needs a route line and FIT needs GPS positions. For GPX, run Health Check. If a duplicate already exists, use that route instead of creating a second one.

Processing has not finished

Elevation preparation may continue in the background for a new area. Check the route status and notifications before uploading again. If processing remains stuck, send support the event, route, filename and error message.

Replacement names checkpoints to review

The new course may not pass close enough to an existing point or may revisit it in an ambiguous order. Compare those checkpoints with the replacement GPX, especially on loops or sparse tracks. Adjust the intended course or checkpoint placement and retry. Do not delete important race information just to bypass the message.

Checkpoint save result is unknown

Reload and look for the point before trying again; a lost response can follow a successful save. If the page reports a changed route version, reload the current course first.

Runners cannot open a route or embed

Open the copied share link while signed out. Check Public visibility, completed processing, current plan and post-preview active route choices. Embeds additionally need embed access and the generated code. A deleted route’s old QR code will no longer show the course.

A download or PDF fails

Reload and let the map and export tools load. Check that the format is included in the organiser plan and that checkpoints or split points exist when required. Test GPX separately to distinguish a file-format issue from a route-access problem.

A watch shows an old route or misses a checkpoint

Download again, import into the device’s companion app and sync the new course. Review the imported line on the watch. For missing points, check both the route’s checkpoint-download switch and each point’s Show on GPS/watch setting. Device support varies.

An update email has not arrived

Check that the update was sent, rather than merely saved or marked Ready. Open Job Details for delivery progress, failures or suppressed addresses. Ask the runner to check spam. Do not create repeated sends before checking the existing job.