Troubleshooting

The 3D viewport is blank or shows an error

Cause: WebGL 2 is not available or hardware acceleration is disabled.

Fix:

  1. Open your browser settings.
  2. Search for Hardware Acceleration and make sure it is enabled.
  3. Restart the browser and reload the page.
  4. If the problem persists, try Google Chrome as it has the best WebGL 2 support.

Verify WebGL 2 is working by visiting: https://webgl2fundamentals.org/webgl/webgl2-support.html

Analysis mode is very slow or the browser freezes

Cause: Complex scenes with many projectors and high-polygon 3D models demand significant GPU resources.

Fix:

  • Use a device with a dedicated GPU (NVIDIA or AMD).
  • Reduce the number of simultaneous projectors.
  • Simplify imported 3D models before importing (reduce polygon count in your modelling software).
  • Close other GPU-intensive browser tabs.

I can't log in

Fix:

  1. Clear your browser cookies and cache for this site.
  2. Try in an Incognito / Private window to rule out extension conflicts.
  3. Use Forgot Password on the login page to reset your credentials.

My project didn't save

Cause: Network interruption or session timeout.

Fix:

  1. Check the status bar at the bottom of the workspace — it shows the last-saved time.
  2. Force a manual save with Ctrl / Cmd + S.
  3. If saving continues to fail, export a Project JSON as a backup before refreshing the page.

An imported 3D model doesn't appear

Causes:

  • The file format is not supported (only OBJ, FBX, GLTF, and GLB are supported).
  • The model uses embedded textures that could not be parsed.
  • The model has no visible geometry (check scale — it may be imported at 0.001× scale if exported in millimetres).

Fix:

  • Check the file format.
  • Re-export the model from your 3D software using GLTF format with embedded textures.
  • After importing, select the model and check its bounding-box dimensions in the properties panel. Use the Scale property to correct the size.

Cause: The link may have expired or been revoked.

Fix: Go to Share → Manage Links, check the link status, and regenerate if needed.

I need help that isn't covered here

Use the Help menu (top right) to access:

  • In-app chat support
  • The VIOSO community forum
  • Contact form for the support team

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