Troubleshooting

Here are some of the most common reasons why your model failed to be processed by Aura™

Checking for error messages

If one of your uploads has failed, the first thing you should do is check for error messages. Depending whether you uploaded the 3D file as a new SmartVu® or into a CMS folder, you can do so by either clicking the failed SmartVu® in the SmartVu® list or by hitting the detail button in the processing section of the folder. In case Aura™ has encountered any errors, they will be displayed here.

Most common errors

The model contains exceeds the maximum number of objects/polygons/vertices

Depending on the file format of the uploaded model, Aura™ only supports a limited number of objects and polygons. If you encounter this error, you will need to reduce the complexity of your model by lowering the object and/or polygon count of your file in order to process it using Aura™.

The uploaded file does not contain a valid 3D file

This error occurs if the ZIP file you uploaded does not contain a 3D file in the format you selected for processing (for example, if you choose OBJ as an import format and upload a ZIP file, that ZIP file needs to contain an OBJ file). Please double check whether your ZIP file contains all necessary files.

The uploaded file contains more than one 3D file

A ZIP file uploaded for processing with Aura™ may only contain a single 3D file in the selected import format. For example, trying to process a ZIP file containing 2 FBX files will result in this error.

If you encounter any issues that are not listed here or do not receive any error output, please do not hesitate to contact us directly.

Model Complexity Limits

Depending on the format of the uploaded file, there are some limitations regarding the complexity of the model. The following table shows the maximum number of objects, polygons and vertices for each of the 3D formats supported by Aura™.

Format

Max. Object Count

Max Polygon Count

Max Vertex Count

FBX

Unlimited

Unlimited

Unlimited

OBJ

Unlimited

Unlimited

Unlimited

C4D

180,000

210,000,000

100,000,000