This guide addresses frequently encountered problems when using Glossi and provides straightforward solutions to keep your 3D visualization workflow running smoothly. If you're experiencing an issue, find the relevant section below for step-by-step troubleshooting.
1. Model Upload Issues
Most upload problems stem from corrupt geometry, oversized files, or connection interruptions. By ensuring your model uses a supported format (USDZ, glTF, GLB, or FBX), optimizing file size, and maintaining a stable connection during upload, you can overcome the most common barriers to getting your models into Glossi successfully.
Unsupported File Type
You're unable to upload your 3D model because Glossi doesn't recognize the file format.
Fix:
Ensure your model is saved in one of our supported formats before uploading, and geometry data is included in the file
Glossi supports multiple 3D file formats, with USDZ, glTF, GLB, and FBX providing the best results
If using a different file type, convert it using compatible 3D software like Blender, Fusion 360, or Rhino
File Size Exceeds Limit
Your 3D model file exceeds the maximum upload size of 100MB.
Fix:
Follow out optimization guide to optimize your model's geometry by reducing polygon count where detail isn't needed, and compress textures without significantly affecting quality (reduce resolution or use efficient formats)
Consider splitting complex models into separate components if your project allows
For enterprise users with consistently larger models, contact support for specialized solutions
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
Follow our guide to prepping your 3D model - or check that your model doesn't contain corrupt geometry or invalid materials
If the issue persists, try uploading a smaller test file to isolate whether the problem is file-specific
2. Studio Connection Problems
Connection issues typically result from internet quality, browser configuration, or platform status. By ensuring your internet connection meets the minimum requirements, using a compatible and up-to-date browser, and allowing sufficient time for initial connections, you can establish and maintain a stable connection to Glossi Studio.
Unable to Connect to Studio
Issue: 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 browser supports WebRTC (latest versions of Chrome, Firefox, Safari)
Try logging out and logging back in to reset your connection & clear your browser cache and cookies
Studio Performance Issues
The Studio interface is laggy or unresponsive, making it difficult to work effectively.
Fix:
Check your internet connection speed and stability, close other bandwidth-intensive applications or browser tabs
Fallback; Lower the number of lights and complex materials in your scene
For persistent performance issues, try using a different supported browser
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 might block sustained WebRTC connections
After three disconnections, try logging out completely and starting a new session
3. Material and Display Issues
Visual problems typically stem from improper material assignments, texture embedding, or display settings. By ensuring proper material setup before export, and using format that support embedded textures you can achieve the polished, professional visual results you expect.
Materials Not Displaying Correctly
Your model's materials or textures aren't appearing as expected within Glossi Studio.
Verify that material slots are properly assigned in your 3D software before exporting, and all texture files were included with your model during export
Use Glossi's built-in material editing tools to adjust and
Missing or Incorrect Textures
Textures are missing, appear grayscale, or display incorrect colors.
Fix:
Confirm you are following the correct steps in our guide for preparing 3d models and that your export format supports embedded textures (USDZ and GLB are recommended if running into any issues)
Check UV mapping in your 3D software to ensure textures are correctly applied, verify 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
Adjust your model's materials for better real-time performance
Insure UVS and geo are propertly exported from your 3D Tool.
4. Rendering and Export Issues
Render quality and export success depend on balancing complexity with optimization and maintaining connection stability. By adjusting quality settings appropriately, monitoring your connection during export, and implementing the recommended fixes for specific quality issues, you can consistently produce professional-grade outputs.
Rendering Taking Too Long
Rendering your project takes longer than expected, delaying your workflow.
Fix:
Complex models with intricate textures and materials naturally take longer to render
Adjust export settings to balance quality and speed by reducing resolution or sample rates
Consider using preset quality settings instead of maximum custom settings for draft renders
For time-sensitive projects, use "Standard" quality settings for faster results
Export Failures
Your export process fails to complete or produces corrupted files.
Fix:
Ensure you maintain a stable internet connection throughout the export process
Check that you're selecting supported export formats (PNG, JPEG for images; MP4, ProRes for videos)
For large exports, ensure you don't navigate 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 "Pro" export preset with TSR anti-aliasing
5. General Troubleshooting
By applying these general troubleshooting techniques—refreshing or changing browsers, clearing cache, and checking network configurations—you can resolve most persistent platform issues and restore normal functionality.
Platform Unresponsive
Glossi becomes unresponsive or crashes during use.
Fix:
Refresh your browser to reset the application state
Clear browser cache to eliminate potential conflicts
Disable browser extensions that might interfere with WebRTC or streaming
Try accessing Glossi from a different supported browser
For persistent issues, try accessing from a different device or network
Cache and Connection Problems
You experience persistent interface issues or connection problems.
Fix:
Clear your browser's cache completely (including cookies and site data)
Try using an incognito/private browsing window to rule out extension conflicts
Reset your local network connection (router restart)
Try connecting from a different network if possible, and as a last resort, try a different device to isolate hardware-specific issues
Still Need Help? We're here to support.
If you've tried the relevant solutions above and still experience issues, our support team is ready to assist:
Include specific details about your issue:
What actions led to the problem
Screenshots of any error messages
For model-related issues, include:
File format and size, Original modeling software, Export settings used
If you'd like to share you're original file, that's often best!
Contact our support team at [email protected] or through our in-app help system for personalized assistance.