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Troubleshooting

The 3D slide doesn't appear, the file won't convert, a link can't be reached, and more.

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The 3D slide doesn't appear

  1. Is the embed on? Theme editor → App embeds → The RenderX 3D gallery must be on, and saved. See Turn on the 3D gallery.
  2. Does this product have 3D? In the app, the product's status must be Live.
  3. Is it hidden by your plan? After a downgrade, the newest products over your plan's limit are hidden. The app shows Hidden (over plan limit). See Plans and billing.
  4. Was your gallery found? Run Settings → Product page → Check my product page. If it says the gallery wasn't found, add the block yourself or ask us to support your theme.
  5. Is the store password-protected? The check can't load password-protected pages. Preview the product from the theme editor instead.

The upload fails at "Uploading"

  • Your store is on a Shopify trial plan. Shopify only accepts 3D model (.glb) files in Shopify Files on paid Shopify plans and development stores. Choose a paid Shopify plan, then upload again.

The file won't convert

  • "Please use a desktop computer with Chrome, Edge or Safari": conversion needs a computer with WebGL 2. Update your browser, or try another.
  • "This doesn't look like a Rhino .3dm file": the file isn't a .3dm, or it's damaged. Save it again from Rhino.
  • "This file is larger than 150 MB": remove hidden or unused objects, then save. See Preparing your .3dm files.
  • Stones show as metal (or the reverse): switch them between Metal and Stone in the Parts list on the product page, and keep stones as separate objects next time.
  • "This link isn't public": in Google Drive, set General access to Anyone with the link. In OneDrive, choose Anyone with the link. In Box, People with the link.
  • "This is a link to a folder": share the .3dm file itself.
  • "Transfer links (like WeTransfer) expire": we need a link that keeps working, so we can update your model later. Use a drive link.
  • "We can't reach your link; re-processing is paused": the 3D on your store keeps working. Fix the sharing, or use Change link.

The ring looks wrong

  • Too small or cut off: the viewer frames the ring automatically. Check the file has only one ring and nothing parked far away.
  • Holes in the metal: close the open polysurfaces in Rhino and upload again.
  • Grainy for a moment: on computers, the viewer refines the image for a second or two when the ring stops moving. That's expected.

Tell us your theme name and store address through Contact. Meanwhile, choose Settings → Product page → I'll place the block myself and add the block.

Still stuck?

Contact us with your store address and, if you can, a screenshot. Please don't send passwords.