Troubleshooting
File Validation after download failed
If you receive the message "File Validation after download failed", this is often due to bad internet connection or unsupported special characters in file names. Unsupported characters are automatically recognized and removed when importing via our ...
Edit Symbol for 3D rotateable Objects
The symbol can not be changed via the interface yet. Workaround: After starting the editor mode, the new symbol will not be displayed anymore until the editor mode has been stopped and the location has been entered again. In play mode no bugs are ...
Symbols with question marks are displayed instead of icons.
Symbols with question marks are displayed instead of icons. Please write the folder name „icons" instead of „Icons“ - please do not use capital letters. Es werden Symbole mit Fragezeichen angezeigt anstelle der Icons. Bitte schreiben Sie den ...
I can not remember my editor password
If you change the password for the Editor Mode, this will take effect to all users directly by synchronising via the internet. If you have lost your password please contact present4D for support. User ...
Customer does not exist - warning in Project Portal
Something is wrong. Please check your Portal Key xxx-xxx and try again. Maybe you have copied the 32 digit License Key or the License Name instead of the Portal Key? Customer does not exist - Warnung im Projekt Portal Etwas stimmt nicht. Bitte ...
Why can´t i see the green symbol to change the icons for HotSpots and Slideshows?
Please check if there is a folder icons located in your folder data_myProject. User Guide: https://userguide.present4d.com/en/icons-in-360-view.html#add-custom-icons-to-a-project Warum kann ich das grüne Symbol nicht sehen, um die Icons für HotSpots ...
In my Conference the followers do not follow automatically if the leader goes to an other location
This is part of the concept. But you can make him to follow every time if you press lead in the conference menu again. If you have a keyboard you can also press "m". User ...
The Conference does not work correctly
Discription I can not see the Conference. After joining a Conference i can not see the laser dots Solution Check your Antivirus settings Check Change the settings for Windows Defender Firewall Check Firewall & Ports Disable Epic Games Launcher, ...
Videos or images are not displayed in the project on the iPhone.
If in Project Portal at iOS device the Cloud Download button is grey instead of white, this Project is not 100% iOS compatible. Media files with to large dimensions may not be displayed correctly. User Guide: ...
My 360° photo looks distorted.
Make sure you use a fully spherical 360° photo. The aspect ratio must always be 360° x 180°, i.e. 2:1 such as: 4096 x 2048 or 3980 x 1920. User Guide: https://userguide.present4d.com/en/360-locations.html#media-types-and-dimensions-of-360-locations ...
The Interface looks broken on OSX
If the OSX Interface doesn't work correctly, make sure you have inserted the present4D VR-Suite into the Programs folder. User Guide: https://userguide.present4d.com/en/installation-licensing.html#apple-osx-mac Die Benutzeroberfläche der present4D ...
Why can´t i see my new Logo in Project Portal?
If you have embedded a new Logo but in your Project Portal the old one is displayed. Please enter again your Portal Key. Related links: https://userguide.present4d.com/en/installation-licensing.html#id4 ...
The photo or video I want to include in a slideshow is displayed as a purple still image.
It's probably too big, make sure your pictures have the right dimensions. User Guide: https://userguide.present4d.com/en/slideshows-multimedia.html#media-types-and-dimensions-for-slideshows Das Foto oder Video, das ich in eine Diashow einbinden ...
I can not see my uploaded project in my Project Portal at Oculus Go or GearVR
Please make sure that you use the VR-Suite 2.0 and newer on all devices, because the new VR-Suite accesses a different server. How to find Updates in my Oculus Menu Start Oculus Go or Samsung GearVR Go to My Bibliothek Check at the left side: Updates ...
The VR-Suite cannot be operated, mouse clicks do not react
If this occurs, please make sure that you have located the present4D VR-Suite under the hard disc drive C: and not under D:. Your VR headset must not be connected to the computer. User Guide: ...
ConnectionCheck on OSX does not end
If the connection check does not end, this could be an indication that the present4D VR-Suite has not been properly moved to the Programs folder. User Guide: https://userguide.present4d.com/en/installation-licensing.html#apple-osx-mac ConnectionCheck ...
Why can´t i see all icons in the Project Portal?
To make all icons in the Project Portal visible you have to disable the Presentation Safe Mode: User Guide: https://userguide.present4d.com/en/settings.html#presentation-safe-mode Warum kann ich nicht alle Icons im Projekt Portal sehen? Um alle ...
Why can´t i see the Project Portal?
If present4D launches a project directly and skips the Project Portal, you have to deactivate Automatic Tour Start: User Guide: https://userguide.present4d.com/en/settings.html#automatic-tour-start Warum kann ich das Projekt Portal nicht sehen? Wenn ...