Troubleshooting

Troubleshooting

Troubleshooting

 

Why is my upload failing?

Uploads usually fail for one of these reasons:
  • Unsupported format → Make sure the file type is one of the supported CAD or document formats.
  • File too large / complex → Very large assemblies may timeout depending on network speed. Try uploading smaller sub-assemblies first.
  • Connection issue → A weak or unstable network can interrupt uploads. Re-try on a stable connection.
  • Permission limit → Only Project Admins and Collaborators can upload. If you're a Viewer, you won't see upload options.

My CAD file won't load — what should I check?

If a model doesn't load in the Viewer:
  • Confirm the file uploaded successfully.
  • Refresh the Viewer or reopen the file.
  • Check your browser supports WebGL (Chrome/Edge recommended).
  • For heavy assemblies, give it extra time — some formats need longer conversion.
If it still fails, report it through Feedback (top-right button) and include the file name + format.

Why can't I check out / contribute a file?

Common causes:
  • You don't have permission → Only Project Admins and Collaborators can check out or contribute.
  • File already checked out by someone else → Wait for them to check it in, or ask a Project Admin to coordinate.
  • You're in Project Viewer mode → The Project Viewer is read-only. Check out/contribute actions are disabled there.
  • File is not staged → Contribution only works on staged uploads or changes you've made.

How do I report a bug or request a feature?

Use the Feedback button in the top-right corner of CAD ROOMS:
  1. Click Feedback.
      2. notion image
  1. Choose Report an Issue (bug) or Send Feedback (feature request).
  1. Add details, screenshots, or files if needed.
  1. Submit — our team reviews everything in the queue.
Tip: The more context you add (project name, file type, steps to reproduce), the faster we can help.

Where can I find definitions of technical terms?

Use the CAD ROOMS Glossary in the Help Center. It explains key terms like Workspace, Project, Contribution, Check-In/Out, Revision History, Manual Release, ECO, and more.

Can I export/download files from CAD ROOMS back to my computer?

Yes. If you have download permission:
  1. Go to the Files tab.
  1. Right-click the file → Download.
You can also download specific historical versions from Revision History.

My Desktop App isn’t working. What should I do?

Try these steps in order. Most Desktop App issues are fixed by a restart, re-login, or reinstall.
  1. Check that the Desktop App is running.
      • On Windows, look for the CAD ROOMS icon in the system tray (bottom-right).
      • If you don’t see it, launch the Desktop App again.
  1. Check your internet connection.
      • The Desktop App needs a stable connection to sync.
      • If you were offline, reconnect and give the app a moment to resume syncing.
  1. Restart the Desktop App.
      • Quit the app completely (from the tray menu if needed), then reopen it.
      • This refreshes the sync service.
  1. Log out and log back in.
      • Logging out clears locally synced data for security, and logging back in forces a clean re-sync.
  1. Reinstall the Desktop App.
      • Uninstall the app from Windows.
      • Download and install the latest version again from the Help Center download flow.
  1. Still not working? Contact Support.
      • If the issue persists (can’t launch, can’t sync, errors you can’t resolve), contact us. Find our contact details in our Help Center support channel and share:
        • what you were trying to do,
        • any error message,
        • and a screenshot if possible.

I see a "Please clean up…" message and my Projects folder looks empty — are my files gone, and how do I fix this?

Example of the "Please clean up" message
Example of the "Please clean up" message
Your files are safe. The local Projects folder on your computer, usually under Documents\Cadrooms\Projects, is only a mirror of your files. The originals are stored securely in the CAD ROOMS cloud. When the local folder looks empty, only the mirror has been cleared — your actual projects are intact and can be pulled straight back down.
Why it happens
This message appears when CAD ROOMS tries to update or restart while CAD files are still open in another program, for example an assembly open in Creo. Windows automatically locks any open file — standard operating system behavior that no application can override — so CAD ROOMS cannot cleanly rebuild its local Projects folder during the restart and stops with this message.
How to fix it
Let CAD ROOMS rebuild the local folder from the cloud:
  1. Fully close CAD ROOMS and any CAD application, such as Creo or SolidWorks. Make sure none of them are still running in the background.
  1. Delete the CAD ROOMS Projects folder named in the error message — usually at Documents\Cadrooms\Projects. Even if it looks empty, delete the folder itself.
  1. Start CAD ROOMS again and let it reload your projects from the cloud. Re-projection isn't instant — your Projects folder may appear empty for a few minutes while files sync back. Leave CAD ROOMS open and avoid reopening any CAD files until your projects reappear.
Deleting that folder is completely safe — CAD ROOMS recreates and refills it automatically.
How to avoid it in the future
If CAD ROOMS prompts you to update while you are working with files open, defer the update and let it apply at the start of your next session instead. With nothing locked, the app can tidy up cleanly and the message will not appear.

An update prompt appeared while I have files open. Can I postpone it?

Yes. Choose Later when the prompt appears, or simply close it. The update will be automatically run on next launch of CAD ROOMS — apply it then, before you open any CAD files, so nothing is locked during the restart.
CAD ROOMS is in a period of active development, so updates may appear often. This will settle down as the product matures.

Where can I contact support?

You have a few fast options:
  • Help Center → Check step-by-step guides for the feature you're using.
  • Feedback button (top-right) → Use Report an Issue for bugs or Send Feedback for requests. This is the quickest way because it includes platform context.