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.

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.