Troubleshooting
The 3D viewport is blank or shows an error
Cause: WebGL 2 is not available or hardware acceleration is disabled.
Fix:
- Open your browser settings.
- Search for Hardware Acceleration and make sure it is enabled.
- Restart the browser and reload the page.
- 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
I can't log in
Fix:
- Clear the browser application data for this site.
- Try in an Incognito / Private window to rule out extension conflicts.
- Use Forgot Password on the login page to reset your credentials.
How do I clear browser application data?
Clearing application data can fix persistent loading, login, caching, or local-storage problems. This removes the selected site's cookies, cache, and locally stored application data, so you will be signed out. Save or export any unsaved work before continuing.
Keep the Experience Designer page open and use the instructions for your browser:
Google Chrome
- Open Developer Tools:
- Shortcut: press F12 or Ctrl + Shift + I on Windows/Linux; press Fn + F12 or Cmd + Option + I on macOS.
- Normal UI: select the three-dot menu (⋮) at the top right, then More tools → Developer tools.
- Select the Application panel. If it is hidden, select More panels (») and then Application.
- In the Application sidebar, select Storage.
- Select Clear site data.
- Reload Experience Designer and sign in again.
Microsoft Edge
- Open Developer Tools:
- Shortcut: press F12 or Ctrl + Shift + I on Windows/Linux; press Cmd + Option + I on macOS.
- Normal UI: select Settings and more (…) at the top right, then More tools → Developer tools.
- Select the Application panel. If it is hidden, select More tools (+) and then Application.
- In the Application sidebar, select Storage.
- Select Clear site data.
- Reload Experience Designer and sign in again.
Opera
- Open Developer Tools:
- Shortcut: press Ctrl + Shift + I on Windows/Linux or Cmd + Option + I on macOS.
- Normal UI (Windows/Linux): open the Opera menu, then select Developer → Developer tools.
- Normal UI (macOS): select View → Show Developer Menu if the Developer menu is not visible, then select Developer → Developer Tools.
- Select the Application panel. If it is hidden, select More panels (») and then Application.
- In the Application sidebar, select Storage.
- Select Clear site data.
- Reload Experience Designer and sign in again.
Firefox is not recommended for Experience Designer. Use Google Chrome for the best compatibility; Microsoft Edge and Opera are Chromium-based alternatives.
My project didn't save
Cause: Network interruption or session timeout.
Fix:
- Check Last saved in the project controls at the top of the workspace.
- Choose Save in the project controls.
- If saving continues to fail, use Share → Export to… → Experience Designer Project (.json) as a backup before refreshing the page.
An imported 3D model doesn't appear
Causes:
- The file format is not supported (FBX, OBJ, Collada/DAE, 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.
Link sharing: recipients see "project not found"
Cause: The link may be incorrect, unavailable, or refer to a project that can no longer be accessed.
Fix: Ask the project owner to save the project and create a new link with Share → Share Link. Make sure you copy the complete URL and use the password created with that link.
I need help that isn't covered here
Use the user menu in the top-right corner to open:
- Tutorials & Demos
- Documentation
- Report Bug / Feature
- Contact Support