CAN'T GET A PREVIEW

Please i do not know why i keep getting this no matter the number of times I try to preview my animation. It just keep loading over and at the end it logs out automatically. Please fix this to enable easy workflow. Thanks 

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  • Can you try the following ?

    1. Use Chrome on a PC
    2. Log out from all Animate 3D accounts
    3. As shown in the attached screenshot, go to Settings and Clear browsing data
    4. Close all Chrome window
    5. Open a new Incognito Chrome window
    6. Login Animate-3D again and re-try
    7. If it fails, repeat 2-6 one more time
    8. If it still fails, try a different browser or Computer. Also right click the Chrome window and select "Inspect" and send us the potential errors from the debug console. 
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  • I have tried a different computer, I have tried a different browser and I have cleared all the cache from chrome and all this is done yet the problems still persist. I honestly don't understand 

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    • Augustine Orji Have you used "Custom Character" or "Default Character" ? Also what's the "Animation Settings" you used ? Can you generate a .MP4 render out result, download it and view it OK ?

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    • GongfuTiger I have tried bot default and custom characters at the beginning and everything worked out fine. I didn't change all the settings I used at first till now. But now the Animation is not working and to make matters worst the preview is not working as well. I am using two different systems yet not one of them is able to get a preview. I also tried three different browsers yet the same thing and I have this error that I just noticed. find attached

      These screenshots are from two different browsers and I have tried to change the WebGL setting  as well yet even after the change no improvement 

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    • Augustine Orji Thank you for the detailed report of the problem. We identified a bug during the processing of some videos in the portrait orientation and we have released a hot fix to the production server already. Can you please re-try your video and see if the problem is fixed ?

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    • GongfuTiger What i have realized is that this is applicable only to customers characters

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    • Augustine Orji Feel free you share the custom character model (unless it was created with our integrated avatar generator) with us via email support@deepmotion.com if you'd like and our engineer team will investigate.

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    • GongfuTiger Ok, will do so. Thanks 

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