Troubleshooting Guide

Having trouble with Step Viewer? This guide covers the most common issues and their solutions.

File Upload Issues

❌ File Won't Upload

Possible causes:

• Step file has formatting issues
• File size too large
• Network connection issues

Solutions:

❌ Upload Starts But Fails

Solutions:

• Check your internet connection
• Try uploading a smaller file first
• Clear your browser cache and try again

Model Display Problems

❌ 3D Model Won't Load

Common solutions:

1. Refresh the page and try again
2. Clear browser cache:
   • Chrome: Settings > Privacy and security > Clear browsing data
   • Firefox: Settings > Privacy & Security > Clear Data
   • Safari: Safari menu > Clear History
3. Disable browser extensions temporarily
4. Try incognito/private browsing mode

❌ Model Appears Corrupted or Missing Parts

This may happen when:

• The original Step file has errors
• The file was not properly exported or has formatting issues (different Step versions)
• The model is extremely complex

Solutions:

1. Re-export the file from your original CAD software as Step
2. Simplify the model before exporting to reduce polygon count
3. Try different Step export settings (ensure proper version compatibility)

❌ Model Loads But Looks Wrong

Check these settings in your 3D modeling/slicing software:

• Export units (mm, inches, etc.)
• Step export version and compatibility settings
• Ensure proper mesh generation and no missing faces

Performance Issues

🐌 Slow Loading

For large files:

• Loading can take several minutes for complex models
• Files over 50MB may be very slow
• Consider simplifying your model

For better performance:

• Close other browser tabs
• Ensure strong internet connection
• Use a computer with dedicated graphics

🐌 Sluggish Model Rotation/Zoom

Solutions:

1. Close other applications to free up system resources
2. Use Google Chrome for best performance
3. Lower your screen resolution temporarily
4. Restart your browser

Browser Compatibility

✅ Fully Supported Browsers

• Google Chrome 90+ (Recommended)
• Microsoft Edge 90+
• Mozilla Firefox 88+
• Safari 14+

❌ Unsupported Browsers

• Internet Explorer (all versions)
• Very old browser versions
• Some mobile browsers

Mobile Device Issues

If Step Viewer doesn't work well on mobile:

• Use a tablet instead of phone for better experience
• Try desktop/laptop for complex models
• Ensure your mobile browser is updated

Network and Connectivity

🌐 Slow Network Solutions

Recommended connection:

• Download speed: At least 5 Mbps
• Stable connection (avoid public WiFi for large files)

If experiencing network issues:

1. Test your connection speed at speedtest.net
2. Try a different network if possible
3. Upload during off-peak hours

Still Having Problems?

Before Contacting Support

1. Note your browser version (Help > About in most browsers)
2. Note your operating system (Windows, Mac, etc.)
3. Note the exact error message (take a screenshot)
4. Try with a different Step file to see if the issue persists

Quick Troubleshooting Checklist

• ✅ Using a supported browser?
• ✅ Browser is up to date?
• ✅ File is in Step format (.stp/.step)?
• ✅ File is under 100 MB?
• ✅ Good internet connection?
• ✅ Tried refreshing the page?
• ✅ Tried incognito/private mode?

Most issues can be resolved by updating your browser or trying a different file. Step Viewer works best with modern browsers and well-formatted CAD model files, especially Step files for engineering and manufacturing workflows.