3D Guide Compatibility and Troubleshooting
Compatibility
To display 3D content in real-time, we rely on WebGL, which is a standard rendering library in most modern browsers. You can check if your browser is compatible on https://get.webgl.org/
For more technical details about WebGL on your machine, visit WebGL Report.
Desktop
Our 3D Guides are compatible with all modern browsers, including:
- Mozilla Firefox
- Google Chrome
- Opera
- Safari
- Microsoft Edge
- Any other Chromium-based browser
Mobile
- iOS 8+
- Android 4.0+
Clearing your browser cache/cookies
Clearing your browser’s cache and/or cookies can help solve some issues when using our 3D Guides.
Chrome
- Click Chrome in the top-left navigation bar.
- Click Clear Browsing Data.
Firefox
- Click the hamburger icon (three horizontal lines) in the top-right corner of the Firefox browser.
- Choose Preferences.
- Click Privacy and Security in the left-side menu.
- Scroll down to the History section and choose Clear History.
Safari
- Click Safari in the top-left navigation bar and choose Preferences.
- Click the Privacy tab and click Manage Website Data.
Additional Troubleshooting
On older browsers or devices with WebGL disabled, 3D Guides are displayed with an image-based fallback that gives a 360° turntable view of the Guide.
If you run into this problem, make sure your graphics driver and browser are up-to-date. If that doesn’t help, try one of the other browsers listed above. https://get.webgl.org/ is a good place to start troubleshooting.
Sometimes, your browser may disable WebGL based on your GPU. If you are using a compatible browser, but you see an incompatible warning or the viewer performs very badly, try forcing the browser to use your GPU:
Chrome
- Go to System Settings ( Use hardware acceleration when available is enabled. )
- Go to Override software rendering list flag.
If you go to WebGL Report and see “SwiftShader” listed as the renderer, the steps above should solve the problem.
Firefox
Type webgl.force-enabled.
Edge
Modern versions of Microsoft Edge run in Enhanced security mode by default. This mode does not support WebAssembly (WASM), which is required by the 3D viewer.
To fix this, in Microsoft Edge, go to Settings → Privacy, search, and services, then find the section called “Enhance your security on the web“.
Be careful, as there is another very similar-looking section called “Tracking prevention”, but that is NOT the one you’re looking for.
You can turn off enhanced security mode completely, but this is NOT recommended as it may open your browser to privacy and security vulnerabilities.
Instead, you can go to Exceptions and add [*.]sketchfab.com and [*.]charliecustard.com to the exception list. This way, your browser is still protected by Microsoft Edge’s enhanced security mode, but the 3D viewer will be allowed to load.
charliecustard.com does not use third-party tracking scripts or cookies, so your viewing experience will remain protected.
Safari
In Safari 7.1.3 (OS X 10.9) and earlier, WebGL must be enabled manually.
Go to Safari → Preferences → Advanced and check Show Develop menu in menu bar. Go to Develop → Enable WebGL.
Touch Screens / Tablets
Sometimes, navigating a model may not work on a touch screen or tablet device. This is especially common on certain Windows 10 devices. In Chrome, for example, visit chrome://flags/#touch-events and enable the “Touch Events API” flag.
Can’t resolve the issue through troubleshooting? Contact support below.