Files uploaded to INNERGY occasionally get stuck in a processing or pending state, fail to appear after upload, or produce errors. This article covers troubleshooting steps for the three main upload areas: Takeoff Sheets, Shop Drawings, and Opportunity Files.
Takeoff Sheets
After uploading PDF sheets to Takeoff, the sheets must finish processing before they appear in the Plan Viewer. If sheets are not appearing after upload:
Return to the Takeoff home screen and check the processing indicator. Wait for it to complete before opening the Plan Viewer.
Confirm you are on the Sheets tab in the Plan Viewer — not the Scales palette or another section.
Do a hard refresh: hold Shift and click the browser Refresh button, or press Ctrl+F5.
If the sheet remains in a processing or pending state for an extended period, remove it and re-upload.
Make sure the file was uploaded at high resolution. Low-resolution PDFs may appear blurry or fail to render correctly.
What does "Tiling" mean and how long should it take?
"Tiling" is one step in the pipeline a sheet goes through after upload, not a separate feature. Internally, a batch moves through: file split (bursting) → sheet renaming/numbering → Tiling → published/ready. During Tiling, INNERGY converts each sheet's full-resolution page image into a set of pre-scaled image tiles (a "zoom pyramid") so the Plan Viewer can pan and zoom smoothly without loading the entire high-resolution page at once. A sheet only appears in the Plan Viewer once its Tiling step has finished.
There isn't a fixed guaranteed time for Tiling to complete — it depends on file resolution, page count, and current processing load, so treat any time estimate as a rough guide rather than a promise:
Most sheets clear Tiling in the same session as the rest of the upload batch. Larger sheet counts or very high-resolution PDFs take proportionally longer.
If one sheet (or a batch) has been sitting in Tiling noticeably longer than comparable uploads, or shows no progress across repeated checks, treat it as stuck rather than "still working" — this usually means the underlying processing job failed rather than that it's just slow.
If Tiling looks stuck: follow steps 1-4 above (check the processing indicator, hard refresh, then remove and re-upload if it doesn't clear). Stuck Tiling has been traced in the past to backend processing failures (e.g., out-of-memory errors during the tiling step), which require the file to be resubmitted — continuing to wait will not resolve it.
Note: INNERGY is planning a longer-term move to vector-based sheets that would eventually remove the raster Tiling step entirely. That work has not shipped yet, so the guidance above reflects current behavior.
Sheet upload rejected — "must be unique"
This validation is about the sheet number, not the file name. Sheet numbers only need to be unique within the same version set — the same number can exist in two different version sets without conflict, but two sheets in one version set cannot share a number.
To resolve it, do one of the following:
If this is genuinely a new, distinct sheet, give it a different sheet number so it no longer collides with the existing one in that version set.
If this sheet is actually a revision of a sheet that already exists with that number, upload it as a new version of the existing sheet instead of as a new sheet — this keeps the sheet number and adds it to that sheet's version history rather than creating a conflicting duplicate.
Shop Drawings
Shop Drawings are uploaded from the Project > Shop Drawings tab. After uploading, the system processes the file before thumbnails appear.
If a Shop Drawing upload is not completing or thumbnails are not appearing:
Wait a few minutes after upload before refreshing — processing may still be in progress.
Do a hard refresh (Shift + Refresh or Ctrl+F5) to check for the latest status.
Confirm the file is in a supported format (PDF is recommended for Shop Drawings).
If the upload appears stuck in a pending state, remove the file and re-upload it.
Try uploading from an Incognito window or a different browser to rule out a local cache issue.
Opportunity Files
Files added in the Opportunity Files tab should upload immediately after selection. If an upload fails or does not complete:
Check your internet connection — large files require a stable connection for the full duration of the upload.
Do a hard refresh (Ctrl+F5) and attempt the upload again.
Try uploading from an Incognito window or a different browser.
If a specific file consistently fails, try compressing it or saving it in a different format before re-uploading.
When to Contact Support
To help the support team investigate quickly, include:
The file type and approximate size
Which area of INNERGY you are uploading to (Takeoff Sheets, Shop Drawings, or Opportunity Files)
Any error messages displayed
Which browser you are using and whether you have tried alternatives