Troubleshooting
Start with the task that is failing. Keep the exact error message and the steps that led to it; these help support reproduce the problem.
The app will not open
If a message names a missing file or DLL, keep the message and reinstall using the VIZid installer. If it persists, contact support with the installer version and the message.
If the Licence & Trial screen is open, follow the licensing instructions. A licence code must match the Request Key shown on that machine.
A render is taking longer than expected
Preparing the renderer can take time, especially with an empty shader cache. Check the status message before starting another render. If preparation repeatedly fails or never progresses, include that message in your report.
For an image that is still rendering, check its quality settings and output size. See render settings and the render queue. Keep any failed job's error text.
The final image differs from the viewport
Check the active camera, output dimensions and render region. Use Render ▸ Set Render Region (drag) to set a region or Clear Render Region to remove it. The While Editing and Final Render tabs of Render Settings have separate quality settings. Compare those settings before changing the material or lighting.
Use rendering, camera setup and render settings to check the intended output.
An imported model is incomplete or misplaced
Confirm the source file and the options used under File ▸ Import 3D Model (Options…). Check the Outliner for hidden parts and frame the imported selection. See import options and the Outliner.
For a reproducible failure, include the source format, whether a smaller assembly has the same problem, and the error message. Share a model with support only if you are permitted to share it.
A CAD Bridge connector cannot connect
The CAD Bridge API supports tools you or your developer build for your workflow, including with AI assistance. Troubleshooting depends on that connector; there is no supplied CAD-vendor plugin to reinstall.
Check File ▸ CAD Bridge. A checkmark means listening was requested; if port 8765 is already occupied, the listener may not have bound. Connect to IPv4 address 127.0.0.1:8765 rather than a localhost name that might resolve to IPv6. Only one connector can use the Bridge at a time; a new connection evicts the previous one. Keep the connector's response or error when reporting a failure. See CAD Bridge API.
A panel or control is missing
Check the relevant guide page for selection requirements and the panel's access path. Some controls change with the selected object, material type or editing mode. View ▸ Unlock Advanced UI exposes additional workspace controls.
If the documented control is still missing, report the app version, panel name and what was selected.
Reporting a reproducible problem
Choose Help ▸ Report a Problem…. Describe the steps, what you expected and what happened. Attach diagnostics starts on: use Show what's attached to review it, or switch it off. Getting support explains the information sent with a report.
Keep your original project and save any experimental changes to a separate copy. Do not delete settings or cache folders as a general troubleshooting step.