Troubleshooting

The scene looks wrong ​

Metal or glass looks black or flat ​

Shiny surfaces show what is around them. With nothing around them, they show almost nothing. Choose an environment in the Environment panel. To keep a plain backdrop, hide the environment instead of removing it. For glass over a plain backdrop, turn on glass mode in the Background panel header.

A model is black, blotchy or faceted ​

Import it again by dropping the file on the editor, and turn on Rebuild normals in the dialog. See 3D models.

A model is tiny, huge, or floating ​

Import it again with Normalize size and Sit on the ground turned on.

A texture shows as one flat colour ​

The part has no texture coordinates. Import the model again with Generate UVs when missing, or choose Cube projection in the Material panel's Mapping section.

A texture looks too big or too small ​

Open the Material panel, and change Scale X and Scale Y under Mapping.

An effect does nothing ​

• Check the effect is switched on, and that Solo is not on for another effect.
• In Layers, an effect applies only to objects below it. Drag the object under the effect.
• Isolate limits an effect to objects only, so it leaves the background alone.

Bevelled text or vectors have spikes ​

The bevel is wider than the thinnest stroke. Lower the bevel, or turn it off.

The editor feels slow ​

• Open Publish, then Perfs, for a reading of what is heavy: objects, clone copies, polygons, images and effects.
• Lower cloner counts, or set lower counts on smaller breakpoints.
• Turn off effects you are not using. Depth of field on Great quality and several stacked shaders cost the most.
• Use 1K environments while you work, and switch to 2K at the end if you need sharper reflections.
• Large textures cost video memory. Prefer 1K or 2K texture sets unless you need 4K.
• Close other heavy tabs and apps that use the graphics card.

The first time an effect is turned on, the editor may pause while it prepares it, and the canvas says so. That pause is only once per session for each kind of change.

The editor will not open ​

• On a phone: the editor needs a wider screen, and shows a note on screens 767px wide or less. Use a laptop or desktop.
• It stays blank or keeps loading: reload the page. Update your browser if it is old. On a slower laptop, the scene appears once the graphics card is ready, with Loading environment shown in the meantime.
• Graphics problems: Facet uses WebGPU where your browser supports it, and WebGL otherwise. If the editor shows graphics errors, try another up to date browser, update your graphics driver, and make sure hardware acceleration is on in your browser's settings.

Signing in ​

• "The link is invalid or has expired": only your newest link works, and each works once. Ask for a new one.
• "Your email hasn't been whitelisted yet": new accounts are opening in stages. Join the waitlist at join.facet3d.studio.
• Asked for a code: two step verification is on. Use your authenticator app, or a recovery code. See Signing in and security.
• Sent to your company's sign in: your company requires company sign in for your domain.

Publishing and embeds ​

• The embed shows an older version: publishing is a snapshot. Press Update in the Publish panel.
• The embed does not appear: check the project is still published, and that you pasted the snippet or the embed link, not the share page address. The share page cannot be embedded.
• Nothing reacts to the mouse: check Drift or the other viewer switches in the Publish panel's Settings, and the interaction attribute in your snippet. See Embed on your site.
• It loads late: Load 3D is set to When visible by default. Choose Instantly for a scene at the top of a page.
• You cannot publish: set a username first, in Settings, and choose Anyone with the link or Public.

Renders ​

• Copy did nothing: some browsers block the clipboard. Press Download instead.
• Video is greyed out: your browser cannot record video. Try a recent Chrome or Edge.
• The background is not transparent in a video: MP4 and MOV cannot be transparent. Choose WebM.

Error codes ​

When the editor stops with an error, it shows a code. Press Download diagnostics and send the code and the file to support.

The diagnostics file never contains your scene, your email, or any password or key.