Browser requirements and troubleshooting

Most browser problems are easier to solve once you separate access, network, graphics, and project-specific behavior. Start with the smallest check that can tell those causes apart; do not clear data or change several settings at once.

Identify the scope of the problem

Check whether the problem affects sign-in, every project, one project, or one model operation. If the site opens but a specific project does not, the account, project permission, or project data is more likely involved than the whole browser. If the interface loads but the 3D view is blank or unstable, graphics or an extension may be involved.

The public product facts do not define a permanent browser-version or hardware matrix. Use a current desktop browser and environment approved by your organization, and consult current product guidance before treating a specific operating system or browser as guaranteed support.

Run the low-risk checks first

Wait for the active operation to finish, then reload the project once. Confirm the network is stable and that the same account can still see the project. Open a smaller known project to determine whether the issue follows the browser or only the current model.

Update the browser if it is behind your organization's approved version. Temporarily disable extensions that intercept authentication, gestures, downloads, scripts, or graphics, then retry in a fresh window. Change one condition at a time so the result tells you something.

• Access error: verify the signed-in account and project permission.

• Blank or corrupted viewport: retry without graphics- or gesture-altering extensions.

• Slow model only: compare with a small project and reduce unnecessary visible context.

• Export or download issue: check browser permission and whether the operation completed.

Avoid destructive troubleshooting

Do not delete project files, overwrite the current model, or clear all browser storage as a first response. Those actions can remove useful evidence and may create a second problem. If the current state is important, confirm what is safely stored before testing a rollback or repeating a failed operation.

Send a reproducible support report

Include the time and time zone, browser and operating-system versions, project and file involved, the last action that worked, the exact action that failed, and the visible error text. Say whether the issue occurs in another project or browser window. A short screen recording is useful when selection, navigation, or a transient message is involved.

Do not send passwords, private keys, or confidential design data through an unapproved channel. Share the minimum model context needed to reproduce the issue and follow your organization's support and data-handling process.