Web Performance Issues

Web Performance Issues

This guide helps resolve performance problems with the web platform.

3D viewer Performance

Slow or laggy 3D navigation

If 3D viewer responds slowly with stuttering movement or low frame rate, try these solutions:

Close unnecessary browser tabs: Keep only web platform tab open. Close other applications. This frees resources for 3D rendering.

Reduce point cloud density: Click 3D viewer Settings icon > Point Density. Lower density slider. Increase only when examining details.

Use Story View mode: Switch to single-floor view instead of full building. This loads less geometry and significantly improves performance.

Update graphics drivers: Windows: Device Manager > Display Adapters > Update Driver. Mac: Software Update. This improves 3D performance.

Try different browser: Chrome and Edge generally fastest. Firefox also good. Browser performance varies by system.

Restart browser: Quit completely (not just close tab). Reopen. This clears memory leaks.

Hardware recommendations: Minimum: 8GB RAM, integrated graphics. Recommended: 16GB RAM, dedicated graphics. Optimal: 32GB RAM, modern GPU.

3D viewer Not loading (black screen)

If 3D viewer area is black, loading never finishes, or “WebGL not supported” error appears, try these solutions:

Verify WebGL support: Visit https://get.webgl.org/. Should show spinning cube. If not, WebGL is the issue.

Enable hardware acceleration (Chrome/Edge): Navigate to Settings > Advanced > System. Enable “Use hardware acceleration when available”. Restart browser.

Enable hardware acceleration (Firefox): Navigate to Settings > General > Performance. Uncheck “Use recommended performance settings”. Check “Use hardware acceleration when available”. Restart browser.

Clear browser cache: Press Cmd+Shift+Delete (Mac) / Ctrl+Shift+Delete (Windows). Select “Cached images and files”. Choose “All time”. Clear and reload.

Update browser: Check for latest version. Navigate to Help > About [Browser Name]. Restart after update.

Try different browser: Google Chrome (best compatibility), Microsoft Edge, Firefox, Safari (Mac).

Update graphics drivers: Windows: Device Manager > Display Adapters. Right-click GPU > Update Driver.

Check browser extensions: Try private/incognito mode (extensions disabled). If works, disable extensions one at a time.

Point cloud appears distorted

If geometry looks scrambled, surfaces fragmented, or colors misaligned, try these solutions:

Hard refresh browser: Press Cmd+Shift+R (Mac) or Ctrl+Shift+R (Windows). This forces reload of all assets.

Try different browser: If correct in other browser, update problematic browser.

Check original scan in iOS app: View on device that captured it. If correct locally, upload/processing issue. If wrong locally, see iOS scanning issues documentation.

Reprocess scan: Navigate to Project Settings > Reprocess Scan. Takes 5-30 minutes.

Contact support: Provide project name and scan ID. Screenshot showing distortion.

Page loading

Web app loading very slowly

If login slow, project list takes long to load, or white screen appears, try these solutions:

Check internet speed: Run speed test at fast.com. Minimum 10 Mbps recommended. Try different network if very slow.

Clear browser cache: Navigate to Settings > Privacy > Clear browsing data. Select “All time”. Restart browser.

Close unnecessary tabs: Each tab uses memory. Close other websites. Quit other applications.

Disable browser extensions: Ad blockers can slow loading. Temporarily disable all. Test if faster.

Restart browser completely: Quit entirely. Wait 10 seconds. Reopen.

Try different browser: Chrome and Edge generally fastest.

Update browser: Navigate to Help > About [Browser Name]. Update if available.

Restart computer: If system slow overall.

Project list Not loading

If project list empty or showing old data, try these solutions:

Refresh page: Click reload or press Cmd+R / Ctrl+R. Hard refresh: Cmd+Shift+R / Ctrl+Shift+R.

Log out and back in: Navigate to Profile > Log Out. Wait 5 seconds. Log back in.

Verify projects uploaded: Check iOS app upload status. Processing takes 5-30 minutes. See upload errors documentation.

Check permissions: You may have lost project access. Contact administrator. See employee management documentation.

Try different browser: Rules out browser caching issue.

Element selection

Cannot select building elements

If clicking elements does not select them and no outline appears, try these solutions:

Verify selection mode active: Check toolbar for selection cursor icon. Should be highlighted. Other tools prevent selection.

Check element visibility: Navigate to Layers panel. Ensure layer visible. Hidden layers cannot be selected.

Try box selection: Click and drag box around element. See multi-select documentation.

Zoom in closer: Easier to select when zoomed.

Switch to Story View: Full building has overlapping elements. Story view isolates single floor.

Restart browser: Quit completely. Reopen and reload.

Material changes Not saving

If material assignments revert after deselecting, try these solutions:

Check network connection: Verify internet connected. Try loading another website.

Wait for “Saved” confirmation: Watch for save indicator. Do not navigate away before save completes.

Verify edit permissions: Check you have edit access. Some users have view-only. Contact admin for permissions.

Save smaller batches: Large batch edits can timeout. Save every 20-30 elements.

Refresh and retry: Hard refresh with Cmd+Shift+R. Re-login if needed.

Browser compatibility

Recommended browsers

Performance: Google Chrome (90+), Microsoft Edge (90+).

Good Performance: Firefox (85+), Safari (14+ on macOS).

Not Supported: Internet Explorer (use Edge instead).

Safari-specific issues

If features not working in Safari, try these solutions:

Update Safari: Navigate to Mac > System Preferences > Software Update. Safari updates with macOS.

Adjust privacy settings: Navigate to Safari > Preferences > Privacy. Temporarily uncheck “Prevent cross-site tracking”. Allow cookies.

Try Chrome or Firefox: Better compatibility.

Memory issues

”Out of Memory” error or crash

If browser unresponsive, crashes, or “Out of memory” error appears, try these solutions:

Close all other tabs: App can use 2-4 GB for large projects. Close everything else. Restart browser.

Use Story View: Loads only one floor. Significantly reduces memory. See story view documentation.

Reduce point density: Navigate to Viewer Settings > Point Density. Lower setting uses less memory.

Increase available RAM: Close background apps. Restart computer. 16GB RAM recommended for large projects.

Use more powerful computer: Large projects may exceed laptop limits. Minimum 8GB RAM. 16GB recommended, 32GB optimal.

Related documentation

See navigation documentation for 3D viewer controls, selection documentation for selecting elements, multi-select documentation for multiple selection, story view documentation for floor-by-floor viewing, and editing elements documentation for element properties.