If the user is unable to see Infurnia in 3D or floor plan mode or gets an error message “could not load 3D scene correctly “, as shown in the below image,
you may try the following solutions:
I. CASE 1
Infurnia used to open earlier but the user suddenly encountered the above error
Make sure the laptop/pc is plugged in to a power socket. It should not be on battery.
Close all Chrome windows and restart Chrome. Then open Infurnia.
If this doesn't work- close all open programs including Chrome/any other browser, and try working in Microsoft Edge
If this still doesn't work- restart laptop
If this still doesn't work share the following data with your Infurnia Customer Success Executive
Go to Chrome browser and type "chrome://GPU" into the URL bar . Download the report (Save it or print it as a PDF).
If the user uses Windows , go to Windows/Start Menu and type "dxdiag" . A new screen will appear; save the screenshots of the System tab and Display tab. If there is more than 1 display tab - save screenshots of all the display tabs. The dxdiag output looks like the below image.
II. CASE 2
Infurnia does not work at all/has never worked on my pc
Share the following data with your Infurnia Customer Success Executive
Go to Chrome browser and type "chrome://GPU" into the URL bar . Download the report (Save it or print it as a PDF).
If the user uses Windows , go to Windows/Start Menu and type "dxdiag" . A new screen will appear; save the screenshots of the System tab and Display tab. If there is more than 1 display tab - save screenshots of all the display tabs. The dxdiag output looks like the below image.