Common Issues & Fixes

If you're experiencing an issue with Glossi, find the relevant section below for step-by-step troubleshooting.

Model Upload Issues

Unsupported File Type

Your 3D model can't be uploaded because Glossi doesn't recognize the file format.

Fix:

• Ensure your model is saved in a supported format with geometry data included. USDZ, glTF/GLB, and FBX provide the best results.

• If your file is in a different format, convert it using 3D software like Blender, Fusion 360, or Rhino before uploading.

File Size Exceeds Limit

Your model file exceeds the maximum upload size.

Fix:

• Optimize your model's geometry by reducing polygon count where detail isn't critical, and compress textures without significantly affecting quality.

• Consider splitting complex models into separate components if your project allows.

• For guidance, see our optimization guide.

Upload Fails or Times Out

Your upload begins but fails to complete or times out during processing.

Fix:

• Ensure you have a stable internet connection during the entire upload process.

• Check that your model doesn't contain corrupt geometry or invalid materials. See our preparing your 3D models guide for best practices.

• Try uploading a smaller test file to isolate whether the problem is file-specific.

Studio Connection Problems

Unable to Connect to Studio

You see "Launching Studio" for an extended period without successfully connecting.

Fix:

• Allow at least 3 minutes for the initial connection before troubleshooting.

• Check that your internet connection meets the minimum requirements (15 Mbps download, 5 Mbps upload) and that your browser supports WebRTC.

• Try logging out and logging back in to reset your connection.

• Clear your browser cache and cookies.

For more details, see Connecting to Studio.

Studio Performance Issues

The studio interface is laggy or unresponsive.

Fix:

• Check your internet connection speed and stability.

• Close other bandwidth-intensive applications and browser tabs.

• Reduce the number of lights and complex materials in your scene.

• Try using a different supported browser (Chrome, Firefox, Safari, or Edge).

Unexpected Disconnections

You're repeatedly disconnected from Studio during your session.

Fix:

• Disable VPNs or proxy servers that might interfere with the WebRTC connection.

• Check if your network has firewall restrictions that could block sustained WebRTC connections.

• After three disconnections, try logging out completely and starting a new session.

Material and Display Issues

Materials Not Displaying Correctly

Your model's materials or textures aren't appearing as expected in Studio.

Fix:

• Ensure you're using a file format that includes texture and material data. USDZ and GLB are recommended for the most reliable material transfer.

• Verify that material slots are properly assigned in your 3D software before exporting, and that all texture files are included with your model during export.

• Use Glossi's built-in material editing tools to adjust materials after upload.

Missing or Incorrect Textures

Textures are missing, appear grayscale, or display incorrect colors.

Fix:

• Confirm your export format supports embedded textures — USDZ and GLB are recommended.

• Check UV mapping in your 3D software to ensure textures are correctly applied.

• Verify that texture paths are relative rather than absolute in your source file.

• If using procedural textures, bake them to image textures before export.

Display Quality Problems

Your model appears pixelated, blurry, or with visual artifacts.

Fix:

• Check your internet connection quality, as stream resolution adapts to available bandwidth.

• Ensure UVs and geometry are properly exported from your 3D tool.

• A wired connection provides the most stable streaming quality.

Rendering and Export Issues

Rendering Taking Too Long

Rendering your project takes longer than expected.

Fix:

• Complex models with detailed textures and materials naturally take longer to render. Advanced lighting setups with multiple light sources and reflective surfaces also increase render times.

• Adjust export settings to balance quality and speed — reduce resolution or sample rates for faster results.

• Use standard quality settings instead of maximum custom settings for draft renders.

Export Failures

Your export process fails to complete or produces corrupted files.

Fix:

• Ensure you maintain a stable internet connection throughout the export process.

• For large exports, avoid navigating away from Glossi during the process.

• If exporting multiple files, try smaller batches if a large batch fails.

• Clear your browser cache and try the export again.

Quality Issues in Exports

Your exported renders show unexpected artifacts, noise, or quality problems.

Fix:

• Increase anti-aliasing settings to reduce jagged edges.

• Adjust sample counts for cleaner shadows and reflections.

• For maximum quality, use the highest quality export preset.

General Troubleshooting

Platform Unresponsive

Glossi becomes unresponsive or crashes during use.

Fix:

• Refresh your browser to reset the application state.

• Clear your browser cache to eliminate potential conflicts.

• Disable browser extensions that might interfere with WebRTC or streaming.

• Try accessing Glossi from a different supported browser.

Persistent Connection Problems

You experience ongoing interface issues or connection failures.

Fix:

• Clear your browser's cache completely, including cookies and site data.

• Try using an incognito or private browsing window to rule out extension conflicts.

• Restart your router to reset your local network connection.

• Try connecting from a different network to isolate whether the issue is network-specific.

Still Need Help?

If you've tried the relevant solutions above and are still experiencing issues, reach out to our support team. When contacting us, it's helpful to include:

• Your browser type and version

• A description of the issue and when it occurs

• Steps you've already tried

• Any error messages you've seen

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