> ## Documentation Index
> Fetch the complete documentation index at: https://docs.3dpreppro.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Troubleshooting

> Solutions to common issues

## Upload issues

<AccordionGroup>
  <Accordion title="Upload stuck or failing">
    **Cause:** Large file size, slow connection, or unsupported format.

    **Solutions:**

    * Check that your file is in a [supported format](/models/supported-formats)
    * Try a smaller file to test your connection
    * If uploading a ZIP, make sure it contains a valid 3D file (not just textures)
    * Refresh the page and try again
  </Accordion>

  <Accordion title="Model has no thumbnails after upload">
    **Cause:** Analysis may still be processing, or the model may have issues.

    **Solutions:**

    * Wait a minute — thumbnail generation happens after upload
    * If the status shows "Analysis Failed", the file may be corrupted or empty
    * Try re-uploading the file
  </Accordion>
</AccordionGroup>

## Repair issues

<AccordionGroup>
  <Accordion title="Repair takes too long">
    **Cause:** High polygon count or complex geometry.

    **Solutions:**

    * Reduce the polygon count in your modeling software before uploading
    * Check the model's polygon count in Object Info — models over 2 million polygons take longer
    * For DICOM scans, repair time scales with the number of selected segments — select fewer if you don't need them all
  </Accordion>

  <Accordion title="Repair fails or produces errors">
    **Cause:** Extremely complex or corrupted geometry.

    **Solutions:**

    * Try a different model type preset
    * Adjust Custom Settings (for example lower the thickness or clearance) and re-run with **Re-Repair** on the model's detail page
    * Open the file in another 3D viewer to check if it's valid
    * If the model has very thin geometry or overlapping surfaces, try simplifying it first
  </Accordion>

  <Accordion title="Model looks different after repair">
    **Cause:** The repair process fills holes and adjusts thin walls, which may change the shape slightly.

    **Solutions:**

    * Use the before/after comparison to see exactly what changed
    * Reduce wall thickness if the repair made walls too thick
    * Turn on Smoothing (or raise Post-construct smoothing) for a softer surface, or leave it off to preserve fine detail
    * If specific areas changed, check if they had thin walls or holes that were auto-fixed
  </Accordion>

  <Accordion title="Textures or colors missing after repair">
    **Cause:** Texture files weren't included, or the texture format isn't supported.

    **Solutions:**

    * For OBJ: Upload as ZIP with .mtl file and all texture images included
    * For GLB/3MF: Textures should be embedded — re-export from your modeling software if missing
    * Check the Colors tool setting — make sure it's set to "Diffuse Only" or "All Maps" as appropriate
  </Accordion>
</AccordionGroup>

## Editor issues

<AccordionGroup>
  <Accordion title="Tools are grayed out or disabled">
    **Cause:** Some tools require a repaired model to function.

    **Solutions:**

    * Repair your model first, then open the editor from the repair detail page
    * Inspection tools (Validate, Errors, Object Info) work on any model
  </Accordion>

  <Accordion title="3D viewer is slow or laggy">
    **Cause:** High polygon count or limited graphics hardware.

    **Solutions:**

    * Use a device with dedicated graphics hardware
    * Try a modern browser (Chrome or Edge recommended)
    * Close other browser tabs to free up memory
  </Accordion>

  <Accordion title="Cut or tool operation fails">
    **Cause:** The operation may not be compatible with the model's geometry.

    **Solutions:**

    * Make sure the model is repaired before running interactive tools
    * For cutting: ensure the plane intersects the model (not outside it)
    * Try different parameters (e.g., a different axis or position)
  </Accordion>
</AccordionGroup>

## Account issues

<AccordionGroup>
  <Accordion title="Can't sign in">
    **Solutions:**

    * Check your email and password
    * Try the password reset flow
    * If you signed up with Google/Apple, use the same provider to sign in
    * Clear your browser cookies and try again
  </Accordion>

  <Accordion title="Payment not going through">
    **Solutions:**

    * Check that your card details are correct
    * Ensure your card allows online/international transactions
    * Try a different payment method
    * Contact your bank if the charge is being blocked
  </Accordion>
</AccordionGroup>

<Note>
  If none of these solutions work, [contact support](/help/contact) with a description of your issue and any error messages you see.
</Note>