Troubleshooting Publish and Sync

This article covers the most common issues when publishing, updating, and syncing clash sets. If your issue isn't here, contact support@clashwise.ai or use Report Bug on the ribbon's Support panel — your plugin log is attached automatically.

Sign-in and subscription

"Please log in to use this tool."

You're signed out. Click Login on the ClashWiseAI ribbon tab and sign in with your ClashWise account. Variants of this message appear per feature, for example "Please log in to create Clash Sets." and "Please log in to update Clash Sets."

"You do not have a valid subscription for this feature." / "Your subscription has ended."

Publishing, updating, and syncing require a Clash Management subscription — the Pro or Business plan, or an active trial. The Starter plan does not include these features. Check your plan on your profile at clashwise.ai, or upgrade from your organization page.

"Connect to the internet once to activate offline use of this feature." / "Please reconnect to the internet to re-verify your subscription."

Your subscription is verified online. After one online activation the plugin works offline for up to 14 days for locally-running features — but publishing, updating, and syncing always need a live internet connection.

"ClashWiseAI Assistant is not installed." (Plugin Not Found)

You have the Starter plugin edition installed, which doesn't include the Clash Management tools. Download and install the latest Full Suite version from https://clashwise.ai/download.

Publishing

No clash tests appear in the selection window

The window only lists clash tests from the current document. Make sure you've run clash detection in Navisworks Clash Detective and the tests contain results.

"Please select at least one clash test."

Tick at least one test in the grid before clicking Select.

Document not saved warning

Save your Navisworks file before publishing — the file name is used to build the default clash set name.

"Failed to start Clash Set creation. Please ensure you have an active subscription, then try again. If the issue persists, contact support."

First confirm your subscription is active and you're signed in. If both are fine, retry; if it persists, contact support@clashwise.ai.

"No valid clashes found to process."

The selected tests contain no publishable clash results. Re-run the clash tests in Clash Detective and confirm they show results, then try again.

The progress window says the operation is taking longer than expected

Large sets keep processing on the server after upload — you'll see "Clash Set creation is running in the background. You will receive an email notification upon completion." This is normal. Close the window, and check the set on the web (or wait for the email).

The Location column is blank right after publishing

Level and grid locations are computed a few minutes after the publish completes. Refresh the clash set page after a couple of minutes. "No grid data found in model" during publish means your model contains no grid information to compute against.

Some element properties didn't upload

You may see: "Clash set saved. Some element properties didn't upload — advanced property filtering in the web app may be limited until you re-publish." The set is fine; re-publish or update later to restore full property filtering.

The set has no 3D view on the web

The set must be published with 3D capture enabled. If the publish progress showed "Skipped — disabled in settings" at the Capture and upload viewpoints step, re-publish or update the set with capture on.

Updating

"Operation timed out. The update may still be processing on the server. Please check the status later."

Updates have a 15-minute window with a visible countdown. The server may still complete the work after the timeout — check the set on the web before retrying. For very large updates, consider updating fewer tests at a time.

"All ClashTests in the current document are already included in the selected ClashSet."

Every test in your document is already part of the set — there's nothing new to add. Untick Include new Clash Tests and continue if you just want to refresh existing results.

The clash set I want shows a spinner and can't be selected

"Clash Set is still processing, check back later" — a previous publish or update is still being processed on the server. Wait for the completion email, then Refresh the list.

Web groups disappeared after an update

The update was run with Overwrite web groups with Navisworks groups selected. That option replaces all grouping done on the web with the model's grouping. Use Keep groups created on the web (recommended) to preserve web-side grouping work. The choice is remembered between updates — check it before confirming.

Syncing

High number of skipped clashes / "Sync completed" but nothing changed

Matching is by clash GUID. Clashes are skipped when the open document has no clash with the same GUID. Common causes:

You're in a different document than the one that published the set (including copies)
Models were reloaded or file paths changed
Clash tests were deleted, recreated, or fully re-run, regenerating results

Fix: open the exact document used for publishing, and sync before making major model changes. If GUIDs have already changed, update or re-publish the set from the current model, re-run analysis, then sync.

"No clashes available to sync."

The set has no clashes matching your chosen scope. Try switching Clashes to Sync from Analyzed clashes only to All clashes (including manually edited), or run analysis on the web first.

"No clashes match the selected tags. Adjust your tag selection and try again."

Your tag filter excluded everything. Widen the tag selection or click Clear.

Priority isn't updating in Navisworks

Priority sync only works in Navisworks 2026 and later. On 2024–2025 the Sync Recommended Priority checkbox is visible but has no effect — those versions have no priority field the plugin can write to. Also check the priority mapping panel: if every ClashWise priority maps to the same Navisworks value, changes may not be visible.

Assigned To isn't updating

Contact sync writes to Assigned To in Navisworks 2025 and later only. Also verify the clash actually has a responsible contact on the web, and that your chosen field (Contact Name, Contact Email, or Company) has data — a contact without an email can't sync an email.

Status updated but I can't see it

Close and reopen the Clash Detective panel to refresh, and confirm you're looking at the right clash test. If your status mapping sends multiple ClashWise statuses to the same Navisworks status, some changes won't be visually distinct.

Comments weren't added

Make sure Add Sync Comment is ticked and the Comment text: box isn't empty. In Clash Detective, comments appear on the clash's Comments tab, not in the main properties.

I need to undo a sync

Press Ctrl+Z once in Navisworks — the whole sync is applied as a single operation and reverts in one step.

Sync is slow

Large sets simply take time — each clash is updated individually in Navisworks. Narrow the scope with the tag filter, untick fields you don't need, and close other heavy applications.

Logs and support

The plugin log file is at %TEMP%\ClashWiseLogs\AppLog.Log (paste that path into the Windows Run dialog or File Explorer address bar). Support may ask for it — or just use Report Bug (ribbon Support panel), which attaches logs automatically.
Email: support@clashwise.ai