General troubleshooting tips

If you are having trouble loading, saving, or customizing a 3D model in the BioDigital Human, we recommend trying each of the following steps until one resolves the issue: 

  1. Make sure your device meets our minimum system requirements.
  2. Make sure WebGL is enabled on your browser. If you do not see a spinning cube here, then WebGL is probably disabled. See How to turn on WebGL in my browser.
  3. Make sure you have a strong Internet connection.
  4. Clear your cache and try to load/save/customize the model again.
  5. Reload the page.
  6. Open the app in another browser. Chrome and Firefox work best. Safari is the next best alternative.
  7. Close any other open browser tabs or applications.
  8. Temporarily disable any extensions you have running in the background, or try using the app in Incognito/Private mode, in which extensions are automatically disabled.
  9. Restart your browser.

If you are still unable to load, save, or customize a 3D model after taking all of the steps provided above and you currently subscribe to a paid plan*, take the following steps to submit a request to our Customer Experience team:

  1. Follow the instructions in How do I contact Customer Support? to start a new request.
  2. Select Report a bug or error from the list.
  3. Under Ticket Category, select the option that best describes your issue.
  4. Under What can we help you with?, provide details of the issue.
  5. Select the BioDigital Product where you are encountering the issue.
  6. Under OS, Browser, & Versions, provide the specifications of your device .
  7. Under Steps to reproduce the error, list in as much detail as possible the steps our team would need to take to reproduce the issue.
  8. (Optional) If possible, attach screenshots of the error(s) you are encountering.
  9. Click Submit.


*Direct support from our Customer Experience team is only available with a paid Individual, School, or Business plan. Learn more about our plans in What subscriptions do you offer?