If you've encountered problems with your Space AI experience, this guide will help you troubleshoot common issues. For additional assistance, contact us at [email protected].
My project failed
If your experience fails, you will receive an email notification directing you to your Enviz Portal account. Check the report log in your account for error messages and solutions.
Important: Many errors occur because the model exceeds system limitations, such as:
Excessive object count
Large scene dimensions
High polygon or texture counts
Common Problematic Objects
Gardens and Planting: These often contain numerous individual objects. Use low-poly plants and landscape items.
Large Areas of Topography: Remove unnecessary topography to reduce size.
High-Poly Objects: Avoid using high-polygon assets where possible. (Typically only applies to 3ds Max users).
Once you have identified the problem, simply amend it in your native file and re-submit for a new conversion.
Error logs explained
"Object count: {object count} exceeds limit: {limit}"
Cause: Too many objects in the scene.
Fix: Remove unrequired or distant objects.
3Ds Max: Navigate to File > Summary Info to review object counts.
SketchUp: Window > Default Tray > Outliner. Use the outliner to explore the scene. Each element is an object. To fix issues generally you will be looking for objects that expand into illogical numbers of sub-objects.
"Mesh count: {mesh count} exceeds limit: {limit}"
Cause: Too many individual meshes.
Fix: Remove unrequired or distant meshes. You can also merge small meshes or remove unnecessary objects. See above for object issues.
Quick tip! A mesh is anything in your scene that has geometry data. It is not an empty object such as a camera, light or spline.
"Polygon count: {polygon count} exceeds limit: {limit}"
Cause: Scene contains too many polygons.
Fix:
3ds Max: Decimate ('optimize') some meshes or remove some unrequired or distant meshes.
SketchUp: Check the face count for the whole scene.
Revit: There is no simple way to identify polygons of objects. We suggest reviewing your file for objects that may be causing issues. These include:
Landscaping
High-detailed furniture or decor items
Duplicate your file, delete these objects and re-submit via the Enviz portal. Repeat this step as needed until you reach an acceptable limit.
"Texture count: {texture count} exceeds limit: {limit}"
Cause: Excessive textures in the scene.
Fix: Remove unrequired textures or reduce the number of materials and try again.
3ds Max: Select > Asset Tracking Toggle. This window will help you identify all the textures in your scene. Unfortunately, there isn't an easy way to read the total. But this will help you identify the scale of the issue.
SketchUp: Check the Materials window to identify all the textures in a scene by filtering for "in model". You can remove excessive amounts of un-interesting textures to reduce the texture count.
Revit: Unfortunately for Revit users, there is no easy way to identify the number textures in your file. If you are a Revit user and you experience this error please reach out to us at [email protected].
"Surface Area: {total surface area}m2 exceeds limit: {limit}m2"
Cause: Total surface area is too large.
Fix: Reduce model size or separate your model into multiple files to create separate experiences.
Important: If there is a large ground plane or topography in the scene, try clipping or removing it.
"Bounding Dimension: {largest bounds dimension} exceeds limit: {limit}"
Cause: Model exceeds maximum dimensions.
Fix: Reduce model size or separate your model into multiple files to create separate experiences.
Important: If there is a large ground plane or topography in the scene, try clipping or removing it.
Tip: Check for objects floating off in the distance outside the main model. Delete these and try upload your file again.
I've identified issues with the finished experience
Although the Space AI systems aims to create the best output every time, some models are built in a particular way that may cause small errors to appear. Below is a list of common issues. We have provided solutions for each that can be applied to your model.
We suggest applying the solution to your model and re-submitting the model. If you have followed our suggestions and the problem continues to occur please reach out to our team at to us at [email protected].
Black triangles on beds, cushions or couches
Solution: Move layered objects (blankets/sheets etc.) further apart from one another. For 3ds Max users we suggest deleting layers that cannot be seen.
Alternatively, you could try Disabling the mesh compression. To do this, review Advanced Settings below.
Black triangles on thin objects
Solution: Thicken the geometry or object. For 3ds Max users replace the thin complex geometry with simpler geometry like double-sided quads.
For 3Ds Max users we suggest replacing thing complex geometry with simpler geometry such as double-sided quads.
Black walls, or large objects and flickering
Solution: You will need to flip the faces of this geometry so it presents the correct way.
For SketchUp users, we suggest downloading the enviz plug-in in SketchUp warehouse. We have provided tools for you to correctly orientate faces.
For 3ds Max users, we suggest turning on 'Backface Cull' to show as below.
Tip: Display options are a per object basis. To check an entire model ensure everything is selected in your scene.
Unfortunately, there is no easy way to identify these errors in Revit. If you are encountering this problem please reach out to us at [email protected].
Future planned improvements are scheduled to mitigate this problem for all file types.
Black flickering
Solution: For all users we suggest moving the objects apart from one another.
For 3ds Max users delete the faces of the object that is sitting behind the other.
Protruding parts of model
Solution: Using the Advanced Modelling Functions (see below) turn off Z-fighting and re-submit your model. For 3ds Max users, edit your models so the faces are not extremely close to each other or delete overlapping faces.
Missing textures.
Solution: Refer to modelling guidelines for export requirements. If you are still having problems after following the guidelines and re-submitting your model, please reach out to us at [email protected]
Holes in objects
Solution: For SketchUp users, we suggest downloading our Enviz plugin via the SketchUp warehouse to manually adjust flipped faces.
For 3Ds Max users, we suggest turning on Backface Cull to show as per below:
Tip: Display options are a per object basis. To check an entire model ensure everything is selected in your scene.
Alternatively, Turn off Face Flipping Automation in Advanced settings (see below) and re-submit your model. WARNING this is an advanced process only. By following this process you will be required to handle face orientation in your native file.
Experience crashes or poor performance.
Solution (multiple):
Reduce the size of the model
Remove un-wanted geometry
For 3ds Max users; optimize polygon dense geometry
Delete geometry that cannot be seen
Remove unrequired textures or parts of textures that are not being used
Purge your file before submission
Sky-dome or sky-sphere
Solution: We currently don't support sky-domes or sky-spheres. Please do not use them.
Materials appear different to source software
Solution: As per the nature of our product, if your materials look similar, but not identical, that is expected behavior. If they look nothing alike, see below.
Materials completely different to source software.
Solution: If you're using 3ds Max, we do not support all materials/texture maps. Consult our modelling guidelines for the source platform you're using and remove anything unsupported. You may need to convert materials to supported versions or bake changes from texture nodes (Mix RGB, Color Correct etc.) directly into textures.
For SketchUp users, please check the correct material is applied in your scene. As shown below the first image (purple and white triangle) represents no material. Therefore, our system will default to the second image. You can use the paint bucket to apply the correct materials to both sides.
If you wish to show two different materials, you will need to duplicate the face and apply the different materials accordingly. IMPORTANT! When duplicating the face, ensure they are seperated to avoid other errors like black objects or flickering.
Parts of model missing
Solution:
Check all scope boxes are turned off (specifically for Revit users)
Check you have not disabled visibility for parts of the model (unhide/unfreeze) elements if you wish to show them.
Using the Advanced Modelling Functions turn off 'face flipping' and resubmit your model.
Hidden objects appearing
Solution: Save a copy of your scene for safe-keeping and delete all hidden objects you do not want to be visible in the final output.
Slicer issues
Solution: Remove any loose models that aren't meant to be in the final scene. For example objects floating off to the side/above that are not indented to be a part of your experience.
Size warnings or errors when model is within modelling guidelines.
Cause: You likely have a hidden object floating off somewhere in space.
Solution: Check your file for any hidden objects or floating objects (as above). Remove these from your project and re-submit your file.
Model or bounce light is pink
Solution: This should not be an issue. However, if you are noticing this error please reach out to us so we can help resolve the problem - [email protected]
Mirrors are black
We do not support mirrors in our Space AI products.
Solution: Show the materials as grey or white to make them less distracting.
Something is showing as Glass
Solution: Check that the object does not have a transparency below 80%.
Advanced Settings
The Advanced Settings feature allows you to tweak conversion parameters for improved results. The features you can turn on or off include:
Face Flipping Automation (Beta users only)
Mesh Optimisation
Z-Fight Automation
Please note: These features are turned on by default and the settings will be unique for each experience. If you wish to turn them off follow the instructions outlined below.
TIP: Check your settings each time you submit or re-submit a model.
WARNING! By turning off these settings you will be required to manually perform the action in our native file. For example, if you are turning off Flip facing, you will need to manually flip all faces to the correct direction.
When to Use Advanced Settings
These settings should be used After conversion, if you notice some things aren't showing through correctly. This could include an object appearing invisible when it shouldn't be or visual artifacts that you would prefer to remove. As turning off these settings requires additional model refinement, we suggest reading all of the troubleshoot guides first.
Accessing Advanced Settings
Log into the Enviz Portal and start a new submission.
Adjust Advanced Settings via the prompt box.
Save settings before uploading.
Face Flipping Automation
Our pipeline attempts to intelligently determine which faces of an object should be shown, improving performance and lighting quality. If you encounter issues with invisible faces:
Turn off Face Flipping Automation in the Advanced Settings.
Manually adjust the direction of object faces using your native modelling software.
Important - For SketchUp users we suggest downloading our Enviz plugin via the SketchUp warehouse.
Mesh Optimisation
The Mesh Optimisation process reduces polygon count but may create minor visual artifacts. If you prefer to disable this feature:
Be aware that performance and compatibility may be impacted.
Ensure your model maintains a polygon budget of less than 1 million.
For 3ds Max users, manually optimise the scene for improved performance.
Z-Fight Automation
Z-Fight Automation reduces flickering caused by overlapping geometry. If automated adjustments cause issues you should:
Turn off Z-Fight Automation and manually adjust overlapping faces in your modelling software.
Maintain a minimum gap of 0.05mm between overlapping faces to prevent flickering.
Still Experiencing Issues?
For persistent problems, contact us at [email protected]. Include your report log and a description of the issue for faster resolution.
By following these troubleshooting steps, you can resolve most issues and optimise your Space AI experiences.