Troubleshooting and getting help

Start with the message shown beside the action. A failed connection, a refused permission and an empty result need different responses. If the message includes Reference:, keep that reference with your report so support can identify the attempt.

For a software problem, use Bug reports or [email protected]. For an account or deletion request, use [email protected]. Use Report for harmful content or conduct.

I cannot sign in#

Open a fresh sign-in from Glob Social. The same expired link will not start a new attempt.

Forgot password? on the sign-in card opens recovery for your Colli account. You do not have a separate Glob Social password. The account guide covers account sign-in.

After signing out of Glob Social, choose Sign in with a different account if you need another account. Also sign out of your Colli account on this browser is a separate choice on that page.

If sign-in shows a suspension or ban notice, follow Moderation and appeals. Repeated sign-in attempts do not remove the restriction.

I can read, but I cannot build or post#

Being signed in is only the first requirement. Check the access prompt and the place you are trying to change.

See Getting started, Communities and Invitations and visits. A friend request or pin does not grant every permission in a place.

The canvas moved or looks empty#

Use the upper-left Glob logo and its depth rings to see where you are. Choose an earlier ring to return through your route, or use the centre logo's Home action. At Home, that action recentres and resets the zoom; it does not rearrange the nodes.

The Home button near the bottom opens a toolbar. It is separate from the logo's travel action. If a panel covers the canvas on a narrow screen, use Show canvas. See Home and your root and Panels.

A pin can stop opening when its target is no longer readable. That node isn't here any more. and That node can't be pinned. are target or availability refusals, rather than instructions to keep clicking. Return home and check a fresh public link if you have one.

An image placeholder is not evidence that the whole node disappeared. Read the node's title and text, and check the picture through its own controls. Images and node pictures explains the different display states.

A move or new node was refused#

There isn't room there. Try a little further away. asks for another position. Move farther from the existing nodes.

This space is full. means the destination has reached its capacity. Try a different canvas, or remove a placement you no longer need before adding another. A room can set a capacity below the general canvas limit.

That reaches outside this space. means the action's target falls outside the place where it can apply. Check where you are standing and which nodes you selected.

You're offline, so that wasn't saved. means the change was not accepted. Reconnect, check the current state, and retry what is still needed. Do not treat a brief movement on your screen as confirmation of a save.

Slow down a little and try again. asks you to pause. Glob Social is down for a moment. Try again soon. asks for a later retry. A permission refusal instead needs the corresponding access or ownership; waiting alone does not provide it.

Search or tags do not show my node#

Public search is for work eligible for public discovery. Unshared work does not appear. A new public version needs to settle before discovery includes it, and held or unavailable content can be absent.

Type at least two characters into Search public nodes and wait for the dropdown. Choose the result there. Search is not available right now. Try again in a moment. means the search request failed. Check the connection, clear the box, then type your search again.

No public nodes match “…” means a completed search has no result. Try a shorter phrase or a word from the title. Too many searches at once. Wait a moment and try again. asks you to pause.

Press Enter with a query in the canvas box to open broader Search. Its Notes tab searches your Listr text; its Nodes tab remains public-node search. To retry a failed broad search, use Clear search and retype, or choose another type tab.

Command+K or Ctrl+K opens quick search outside text fields. If the shortcut does nothing while you are editing, move focus out of the field first. Search is unavailable right now. is its failure message; Too many searches — wait a moment. asks you to pause.

On a tag page, We couldn’t load these public results. offers Try again. When a later page fails, the earlier results remain. See Search and go and Tags.

Feed, Linked nodes or Listr will not load#

On a phone, Show canvas leaves full-screen Feed or another panel. Show Feed brings the full-screen panel back. If you are looking for a saved entry, select Listr, then clear its search and check All or the item's kind.

Already in Listr is a successful duplicate check for a saved node. Find the existing bookmark under Nodes. Chat lines saved to Listr are Notes; wall and Feed entries are Snippets. A saved link does not restore a removed entry's access. For a track-reference save, the Jukebox can show Could not save to Listr.; check the connection and use its save control again.

Feed, Node options and Listr explain the successful actions as well as their empty states. If the whole panel says This panel could not load., use its Try again control or switch tabs and return.

Sharing or pinning will not complete#

Read the share confirmation's current price and result. A share held for review is different from an ordinary connection failure. Do not publish another copy just because the first is waiting.

That node is private. Share it first, so everyone here can open it. means the placement would expose a node that is not ready for that destination. Share only if that is what you intend. Otherwise cancel the placement and choose a destination where the item can remain unshared.

A pin is a reference to the original. It does not restore a withdrawn node or override the destination's rules. See Pins and Sharing a node.

For a failed credit action, use the specific result rather than assuming a click spent credits. Credits and Freemarket explain their balances and confirmations.

A page or panel crashes#

A tab left open across a deployment can request an app file that is no longer available. Glob tries one automatic reload when it can do so safely. It will not repeat that reload in the same tab session, or reload automatically after text entry, with unfinished Pixl or Studio work, or while a save is pending. Save or copy unfinished work before using Reload yourself.

An error screen can say Something in the page crashed. or The server hit an error rendering this page. Use Try again if offered. If it still fails, use Reload.

Copy details copies the error details for support. If the clipboard is refused, the screen asks you to select the details instead. Review what you send and leave out private material that is unrelated to the problem.

The error screen also offers Clear cache and sign out. That action signs you out. It can ask about unsent Pixl drafts; cancelling their discard keeps the session. Try the retry and reload controls first, especially if you have work you have not confirmed as saved.

Report a software bug#

Open Settings → Nexus → Bug reports. You can read public reports there, use Refresh reports, and open more entries with Show more reports. The report list uses New, Confirmed, Fixed, Can't reproduce, Not a bug and Duplicate.

Sign in to send a report, then fill in:

1. What happened?, up to 2,000 characters. Include the steps that lead to the problem.
2. What did you expect?, also up to 2,000 characters.
3. Browser or app version (optional), up to 200 characters.
4. This is a security report, if appropriate. The form explains that this uses its private reporting route instead of creating a public report.
5. Choose Send report and wait for Your report was sent. or Your private security report was sent.

That report could not be sent. Try again. is not a confirmed submission. Bug reporting is not available right now. means you should use support email if you cannot wait.

Do not put passwords, sign-in links or unrelated personal information in a public report. For harmful content, use the separate Report controls.

Ask for help#

Email [email protected] with the page or node link, your device and browser, the exact message, and the steps that caused it. Include a displayed reference when there is one. A short sequence such as “opened Home, selected People, chose Add” is more useful than “it does not work”.

Use [email protected] for account access, export delivery or deletion questions. The Terms and Privacy Policy contain the current policy wording.