If you find an issue on Sketchfab, we want to hear about it so we can fix the problem.
There are several ways to report a bug:
- Fill out the "Contact Us" form
- Create a post in the Bugs Support Forum
Please search the forum for similar reports before creating a new report.
3D Viewer
If a model is behaving strangely or not displayed correctly, there could be a bug in the 3D viewer. When reporting a 3D viewer bug, please give us as many relevant details as you can.
Include a link to the model.
Without the model link (or "URL"), we won't know where to look for the problem. A model's URL looks one of the following:
- https://sketchfab.com/models/2c253fb457d54d908c161aa503547b1d
- https://skfb.ly/N7uD
Take a screenshot of the problem.
We need to see what you see, in case the viewer on our end behaves differently.
What Operating System are you using?
An Operating System (or "OS") is the software running on your computer or device. Some examples include: Windows 10, macOS Sierra 10.12.6, Android 7.0, iOS 11.2.2, etc. If you're in doubt, try visiting Support Details.
What browser version are you using?
A web browser is an application for accessing the Internet. Some examples include: Chrome 64, Firefox 57, Safari 11.0.2, Internet Explorer 11, etc. If you're in doubt, try visiting Support Details.
Take a screenshot of the WebGL Report from the browser in question.
WebGL Report displays information about the graphics capabilities of your browser and hardware. When diagnosing an issue, we currently only need the "WebGL 1" page. Zooming out your browser window usually helps you fit the whole report in just one screenshot.
Do you see the same issue happening on other models? Only some models?
Explaining how widely the issue affects you helps us to investigate.
Do you see the same behavior in other browsers? Other computers or devices?
If the same problem appears across different browsers and machines, it's most likely a larger bug on our end. If it does not, it could indicate a more specific issue with that software.
Uploading 3D Models
If your model fails during processing and displays an Error Code, or was processed successfully but is not correct (missing parts, wrong color, incorrect animations, etc.), it could indicate a bug in our processing pipeline. It could also indicate a problem in your 3D software, export settings, or uploaded file(s).
Include a link to the model.
Without the model link (or "URL"), we won't know where to look for the problem. A model's URL looks like one of the following:
- https://sketchfab.com/models/2c253fb457d54d908c161aa503547b1d
- https://skfb.ly/N7uD
Take a screenshot and/or explain the expected result.
Knowing what the model is supposed to look like in your software versus what it looks like on Sketchfab helps us better understand the problem.
What file format did you upload? What 3D software did you use to create it?
Information about the model file helps us quickly identify common issues and offer possible solutions. Some examples: an FBX file from Maya 2017, a SketchUp model uploaded through the Sketchfab plugin, an OBJ file from Agisoft PhotoScan, etc.
Website issues
A bug on the website would be any unexpected behavior not related to the 3D viewer. Some examples include a button that doesn't work, a page failing to load, or the visual styling of a user interface element is incorrect.
Explain the observed result, the expected result, and the steps you took to get there.
The faster we can see and recreate an issue on our end, the faster we can start investigating.
If relevant, take a screenshot of the problem.
We need to see what you see, in case the page behaves differently on our end.
What browser version are you using?
A web browser is an application for accessing the Internet. Some examples include Chrome 64, Firefox 57, Safari 11.0.2, Internet Explorer 11, etc. If you're in doubt, try visiting Support Details.
Do you see the same behavior in other browsers? Other computers or devices?
If the same problem appears across different browsers and machines, it's most likely a larger bug on our end. If it does not, it could indicate a more specific issue with that software.
Comments
21 comments
Why can't we download the model？
It looks like you need to disable your translation plugin, or perhaps other plugins.
Buenos dias.
Cuando entro en el visor de imágenes en 3d mi ordenador se bloque por completo... en Google me dice problemas con OpenGl y en el firefox, me dice se bloquea por seguridad. no se que puede pasar, tengo un ordenador de torre w10, i7 64bis, 16gb, me da mucha pena pues me encanta la pagina pero me es imposible entrar se boquea todo....
Muchas gracias
Cuando entro en la página principal, si veo las miniaturas, pero cuando quiero ver una imagen en el visor 3d en grande se me bloque todo el ordenador, y tengo que pulsar el botón para poder apagar el ordenador,,
Hello,
Can you please send me a screenshot of this report from both Chrome and Firefox? https://webglreport.com/
Do you see this issue on every model?
Hi Team
I have reported a few vulnerabilities/bugs, Kindly refer the refer the reports and let me know your response on that..
Thanks
Hola amigo
después de contactar con el servicio de https://www.nvidia.com/es-es/geforce/ y actualizar funcionaba y a los días sale este error
me dice: el esto: Por razones de compatibilidad, 3D no está disponible (ver requisitos) En su lugar está viendo una imagen en 360
En mi ordenador veo el 3d bien, pero si me conecto a vuestra página para ver en 3d me da ese error.
un saludo
hackersekharmss I'm sorry for the delay. We do not have a dedicated IT security team, but I will get to your reports as soon as I can.
informo10 What browser are you using? Can you try the troubleshooting steps here? https://help.sketchfab.com/hc/en-us/articles/203059088-Compatibility#troubleshooting
Sketchfab App quits when trying to enter profile on iPhone 11 since upgrading to Plus plan
Sorry about that! It will be fixed in the next version of the app, which is currently in review for the App Store.
I would like to report on an issue in terms of getting a 3D model published. I get everything ready, but it takes so long for the model to show up and the publish button to be available. I've been trying to upload the same model for nearly 24 hours now. How is this a fixable thing? Can it be fixed on my end? I even tried to see if I could upload the model via my phone's app, but it has become unsuccessful. This is my first time ever using this website, so I'm basically clueless as to how long it takes too.
Hi there PaperFace
I'm sorry you're having trouble. It looks like your models failed processing: https://sketchfab.com/PaperFace/uploads
What software are you using? It looks like the FBX you uploaded is empty.
Hi James, to answer your question, I am using Maya. I have the export button up in the customs, but I also have it save onto my computer. I’ve been uploading the one saved to my computer instead because it’s faster and the one time I did it in Maya, Maya closed itself out.
Ok, I'm making a help ticket on your behalf so we can talk about the issue there.
Why has the log out tab gone from the mobile version of the site? I’m using safari on latest iOS and cannot log out.
Sorry about that! The button is there, but there's a bug in its styling/color so it's invisible. You can still tap it. We'll get it fixed as soon as possible.
Help, my model has this weird holographic purple shine to it, when it should look like grey, like on the tip.
Hi wktr11 - I changed the texture filtering mode on the "Double_Andesite_Slab" material to "Nearest" and that seems to have fixed the issue.
Hi Team
I have reported a few vulnerabilities/bugs, Kindly refer the refer the reports and let me know your response on that..
hi. I bought the model but I can't download it. The author does not answer. What to do ?
Hi there,
I just created a support ticket for you so we can discuss this issue.
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