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Troubleshooting

Upload issues

Upload stalls at 0%

Cause: Network interruption or unstable connection.

Fix:

  1. Check your internet connection
  2. Switch from WiFi to ethernet if possible
  3. Refresh the page and try again
  4. For files over 1 GB, ensure the connection remains stable for the full upload duration

File stuck in “Processing” for over 15 minutes

Cause: Processing failures are rare but can occur with unusual file variants.

Fix:

  1. Try re-uploading the file
  2. Check the file opens correctly in desktop software (e.g. CloudCompare for point clouds, QGIS for GeoTIFF)
  3. If re-uploading doesn’t help, raise a support request with the filename and format

”Upload path not permitted” error

Cause: Server-side upload path validation failure.

Fix: This is a Swyvl issue — raise a support request with the filename and format.

3D Tiles ZIP not processing correctly

Cause: Incorrect ZIP structure.

Fix:

  • Ensure a top-level JSON file (e.g. tileset.json) is at the root of the ZIP, or one folder deep
  • Remove macOS system files before zipping (.DS_Store, __MACOSX/) — or use zip -r output.zip . -x "*.DS_Store" -x "__MACOSX" on the command line
  • Ensure all tile files referenced by the top-level JSON are included in the ZIP

Viewer issues

Point cloud viewer shows empty scene

Cause: The view is zoomed out to the full bounding box, making sparse clouds appear empty.

Fix: Use the scroll wheel to zoom toward the data. The point cloud is there — zoom in.

CesiumJS viewer shows blank globe

Cause 1: The KMZ/KML file uses external network links that aren’t accessible. Fix: Check that any URLs referenced in the KMZ are publicly accessible.

Cause 2: The file is still processing. Fix: Wait 60 seconds and refresh.

”No viewer available” message

The file type may not have an in-browser viewer. The file can still be downloaded. See supported formats →

OBJ file loads without textures

Cause: The MTL and texture files are not linked.

Fix: Upload the OBJ, MTL, and texture files together in the same upload session. Swyvl links them automatically when they share the same base filename.

Cause: Logo was recently uploaded and cache needs to clear.

Fix:

  1. Verify the logo is saved in Settings → Organisation (you should see the preview)
  2. Do a hard refresh on the share link page (Cmd+Shift+R / Ctrl+Shift+R)
  3. If still not showing after 5 minutes, raise a support request

Cause: The link has been unpublished, or the URL is incorrect.

Fix:

  • Go to the Sharing tab and check the link’s status
  • If it was unpublished accidentally, click to republish it

Cause: The colour was set in workspace settings but existing links may have been created before the setting was saved.

Fix:

  • New share links pick up the workspace colour automatically
  • Existing links inherit the workspace colour — verify the colour is saved in Settings → Workspace and refresh the share link

Account & login issues

Can’t log in — “Invalid credentials”

Fix:

  1. Check you’re using the correct email address
  2. Use “Forgot password” to reset your password
  3. If you signed up with Google/social login, use the same method to log in

Session expired — keeps asking to log in

Fix: Your browser may be blocking cookies. Ensure cookies are enabled for hub.swyvl.io. If you’re using a browser extension that blocks storage, add an exception.

Still stuck?

If none of the above resolves your issue, raise a support request from Settings → Support. Our AI assistant will try to help, or you can escalate to the Swyvl team directly. We respond within 1 business day.