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Troubleshooting

Summary

Common problems and their fixes, grouped by what they touch. Each tab in the user guide has its own Troubleshooting section, too. If nothing here matches, open Support (?) in the header.

  • Quick fixes

    Scan the categories below. Each question expands to the answer. Common issues sit at the top of each group.

  • Tab-specific issues

    Every tab in the user guide has its own Troubleshooting section. Start there if your problem is about a single feature (keywords, GPS, RAW, and so on).

  • Still stuck?

    Click Support (?) in the app header for the in-app FAQ, a contact form, and the Privacy Policy.

Saving and disk access

Direct Save button is greyed out

Direct Save needs Chrome, Edge, Brave, Arc, or Opera and a folder Jade GT has permission to write to. Re-open the folder with Open Photos → Select Entire Folder and grant write access when prompted. Direct Save is also Pro-only. On the Free tier the toggle stays in Export Mode.

Commit finished, but the file on disk did not change

Two common causes:

  • The browser revoked Direct Save permission mid-session. Jade GT switched to a download. Check your Downloads folder.
  • You're editing a file from a read-only location (a network share, or a folder synced from iCloud with "Optimize Storage" on). Copy the files to a local writable folder first.
Edits disappeared after refresh

Your session restores on its own on the same device and browser. If Jade GT can no longer reach the files (because the folder moved or the browser dropped its permission), Jade GT asks you to reopen the folder, and the staged edits for those files clear.

The browser asks for folder permission every time

Some browsers (notably Brave with shields up, or any browser in private mode) drop the saved permission that lets Jade GT remember a folder between sessions. Switch off shields for the site, or open Jade GT in a normal window, and the permission will stick.

Maps and GPS

Map won't load or address search fails

Jade GT uses MapTiler as the main address-lookup service and falls back to OpenStreetMap's Nominatim on its own. If neither loads, check that your network or ad-blocker isn't blocking requests to api.maptiler.com, nominatim.openstreetmap.org, or the OpenStreetMap and ArcGIS tile servers.

GPX import shows zero matches

Almost always a clock mismatch. Walk through these:

  • Your camera's clock was set correctly when shooting, or you've entered the right Time Offset.
  • The GPX track covers the time range of your photos. Jade GT can't match photos taken before the track started or after it ended.
  • Your photos sit inside the match window. Widen the match slider in the Match Preview if your camera clock was badly off.
  • The GPX includes track points or waypoints. Jade GT skips route-only points (the planned route, not the recorded path).

If the camera clock is off by a fixed amount, dial that amount into the Time Offset slider, or correct the dates once with EXIF Info → Shift Time before running the match.

Performance and loading

Some photos were skipped during import

Jade GT caps individual files at 50 MB. Larger files skip the import with a warning. Split a giant panorama or video file out of the batch, or downsize it before importing.

The page is sluggish on a big batch

Jade GT measures how fast your device is on first load and decides how much work to run in the background. If the page still feels slow:

  • Close other heavy browser tabs to free RAM.
  • Check that hardware acceleration is on in your browser settings.
  • Use the Library filter to work on smaller chunks of the batch at a time.
RAW files are missing from the gallery

RAW support is Pro-only. On the Free tier, Jade GT skips RAW files at import. See Subscriptions & Pro Features for what Pro unlocks. If you're already on Pro and a specific RAW format isn't loading, mention the camera model in a Support ticket. Jade GT supports 500+ formats, but new bodies show up occasionally.

Tags and metadata

\"Too many keywords\" or character-limit warnings

The Stock Readiness dashboard shows rules for the active agency profile. Switch profiles (or change to General) to see how your metadata holds up elsewhere. The underlying fields are not truncated; only the warnings change.

Free tier limits

I hit the daily limit mid-batch

Free tier caps at 20 photos per day. The Review Hub footer shows how many you have left. The Hub commits as many as fit under the cap, then stops; the rest stay staged for tomorrow. Either wait for the midnight reset or upgrade to Pro to finish the batch now.

An Upgrade dialog appeared when I tried a feature

The feature is Pro-only. Jade GT shows the Upgrade dialog instead of silently disabling things. Click through to see what Pro covers, or close the dialog to keep working with the Free tier features. See Subscriptions & Pro Features for the full list of Pro features.

  • Per-tab troubleshooting

    Every tab in the user guide has its own Troubleshooting section for tab-specific issues. Preview, Location, Tags, Compress, Rename, EXIF Info, Review & Commit.

  • Subscription and billing

    Restoring on a new device, double charges, switching billing schedule, and other Pro-tier questions.

  • In-app Support

    Click Support (?) in the header for a tabbed FAQ on mobile, a contact form on desktop, and the Privacy Policy in either.

  • Glossary

    Definitions for EXIF, IPTC, XMP, GPX, and other terms used across the guide.

  • Keyboard Shortcuts

    Every keystroke Jade GT recognises, in one table.

  • Privacy Policy

    How Jade GT handles your photos and metadata. Short version: nothing leaves your device.