When exporting a job from Cloneable to Katapult, you may occasionally encounter errors or unexpected statuses. This guide covers the most common export issues and how to resolve them. For the normal export workflow, see How to Export a Job to Katapult.
Tip: Before exporting, check the utility map for any unsynced file warnings. The system will alert you if there are files from field devices that haven't finished uploading. Resolving these warnings before exporting can prevent most file-related export errors.
In This Guide
Export Stuck on Pending
If your export status shows "Pending" and hasn't progressed for more than 30 minutes:
What's happening: The export is queued but hasn't started processing. This can happen during periods of high system activity or if there's a processing queue ahead of your job.
What to do:
Wait and check back. Some larger exports take time to begin processing.
Do not click Export again. Clicking it multiple times creates duplicate export requests, which can cause conflicts and slow things down further.
Contact support if it's been stuck for more than 30 minutes. Include the job name and when you started the export. The team can manually restart the process.
Export Shows Completed but Data Is Missing
If the export status shows "Completed" but some poles, measurements, or field values aren't showing up in Katapult:
What's happening: In rare cases, individual items may fail to transfer even when the overall export succeeds. This can happen with very large jobs or if there was a brief connectivity issue during the export.
What to do:
Re-export the job. Click the Export button again. The system will resend anything that was missed the first time. Re-exports are incremental, so only the missing items are sent.
Verify after re-export. Check the specific poles or data points that were missing.
Contact support if the same data is still missing after a re-export.
Array Buffer Allocation Failed
This error typically appears when the system runs into a processing limit with the export data.
What's happening: The export encountered a technical limit while processing the job data. This is more common with very large jobs.
What to do:
Contact support and include the full error message and the job name
The team can process the export manually using a different method that handles larger data sets
Do not attempt to re-export multiple times, as this will produce the same error
File Not Yet Saved to Cloud
If you see a "File not yet saved to cloud" error during export, it means that photos or measurement images from a field device have not finished uploading to the web portal.
What's happening: The fielder's device captured photos or measurement images, but those files have not completed syncing to the cloud. The export cannot include files that are still on the device. For more on resolving sync issues, see Troubleshooting Image Sync Warnings.
What to do:
Make sure the fielder's app is open with a stable internet connection. Photos sync automatically when the app is in the foreground and connected to Wi-Fi.
Wait for all files to finish syncing. The sync indicator in the app should show "Synced" when the upload is complete.
Retry the export once all files have synced successfully.
Note: The web portal now shows a warning on the utility map if there are unsynced files for a job. Check for this warning before starting an export to avoid this error.
Chrome Extension "No Connection" Error
If you see an "Error: no connection" message when exporting via the Chrome extension:
What's happening: The connection between the Chrome extension and the Katapult model page has timed out. This typically happens when the page has been open for a while without being reloaded.
What to do:
Refresh the Katapult model page in your browser
Try the export again from the Chrome extension
Photos Not Appearing in Katapult
If pole data and measurements exported correctly but photos are missing in Katapult:
What's happening: Photos are uploaded separately from field data during the export process. Katapult may reject certain photo uploads on the first attempt.
What to do:
Re-export the job. A second export will attempt to upload the photos again.
Check that photos synced from the device. Open the web portal and verify the photos are visible there. If they're not in the web portal, they haven't synced from the field device yet. See Troubleshooting Image Sync Warnings for steps to resolve sync issues.
Contact support if photos are visible in the web portal but still don't appear in Katapult after re-exporting.
Export Completed with Warnings
Sometimes an export will complete but show a count of warnings or errors (e.g., "Completed with 60 error warnings").
What's happening: Most of the data exported successfully, but some items had issues. Common causes include:
Missing required fields on specific poles
Midspans without parent span associations. See Troubleshooting Midspan Measurement Issues for help with midspan-related export problems.
Data format mismatches between Cloneable and Katapult
What to do:
Review the warning details in the export status. The warnings should indicate which items had issues.
Fix the issues in the web portal (e.g., fill in missing fields, reassign midspans)
Re-export to send the corrected data
Known Katapult Integration Differences
Some items behave differently between Cloneable and Katapult due to API limitations. These are not errors; they are expected differences to be aware of when reviewing exported data.
Item | What to Know |
Field complete checkmark | Cloneable does not send the "field complete" status to Katapult. Poles will not turn from red to blue automatically. You must manually set the field complete checkmark on each completed pole in Katapult. |
Pole deletions | Deletions in Cloneable do not push to Katapult through the API. If a pole was removed in Cloneable, it will still exist in Katapult and needs to be cleaned up manually. |
Connection type changes | Overlash or new attach changes made in Cloneable may not carry over to Katapult correctly. Verify and update span types manually in Katapult after export. |
Photo orientation prompt | Due to a photo orientation difference, Katapult flags every pole height photo and midspan photo as coming from a third-party tool and asks for approval. Click "Do It Anyway" when prompted. You only need to do this once per pole type and once per midspan type per job. |
When to Contact Support
Contact the Cloneable support team if:
An export has been stuck on "Pending" for more than 30 minutes
You see the "Array Buffer Allocation Failed" error
Data is still missing after a re-export
You need an export manually restarted or processed
When reaching out, please include:
The job name
The error message or status you're seeing
When the export was started
Whether this is a first export or re-export