Stuck? Don't worry. Most issues, from missing buttons to sync errors have quick fixes. Scan the list below to get your store back on track immediately.

1.Shopify Syncing & Visibility Issues

Issue: Products are not appearing after syncing from Shopify.

• Fix 1 (Retry): Retry “Sync Products” manually and refresh the page after a few minutes.

• Fix 2 (Tags): Make sure the product tag in Shopify is exactly imersianvisualiserenabled. If the product is tagged with imersianskip, the system will intentionally ignore it.

• Fix 3 (Status): Verify the product is Active on Shopify, rather than set to Draft (outside information).

• Fix 4 (Timing): Wait 24 hours and check again. The automated system runs daily jobs at 2:00 AM to sync enabled merchants and 3:00 AM to sync tagged products.

• Fix 5 (Connection): Verify Shopify and Imersian are connected by checking Integration > Shopify in your Imersian portal

Issue: A product image was updated, but the 3D model did not update.

• Fix: The daily automated sync does not recreate models if 3D models already exist for that product and its variants. To override the existing generated models after an image update, you must manually delete the product from Imersian, and re-trigger an on-demand sync for that specific product via the portal.

2. 3D Generation & Processing Errors

Issue: 3D generation failed or is stuck on "Processing".

• Fix 1 (Image Quality): Check that the image meets the Image Guidelines (top-down for rugs, front-facing for furniture, clean background, no shadows or obstructions) (outside information). If no image is specifically tagged, ensure you've opted into automatic image analysis so the AI can select the best one.

• Fix 2 (Credits): Make sure you have available 3D generation credits. Furniture processing costs 100 credits per variant. If you run out, remaining variants are skipped. Rugs process for free.

• Fix 3 (Dimensions): Ensure dimensions are included in the product description or variant title. Depth is strictly required for furniture; if it is missing, the variant will be skipped.

• Fix 4 (Retry): Try regenerating the product to trigger another attempt.

Issue: A product repeatedly fails in the background queue.

• Fix: The system works through the queue one at a time. If it encounters an error, it will automatically retry up to 3 times. If it fails 3 times, it is moved to a separate queue for manual team review. Check the logged errors stored against the product to diagnose specific issues like "missing depth" or "no valid image".

• Note for Rugs: If a rug sync fails, an email notification is automatically sent to the team.

Issue: A rug model appears with swapped dimensions.

• Fix: This is intentional. The system automatically swaps the width and height of a rug if the width is larger than the height, as flat rugs are typically taller than they are wide.

3. Custom Uploaded Models.

Issue: An uploaded model is not appearing.

• Fix 1 (Naming): Confirm that each .GLB file matches the variant SKU or title exactly (outside information).

• Fix 2 (File Size): Check that the model file is under the maximum upload size of 20MB (outside information).

Issue: The 3D model appears lying on its side in the AR view.

• Fix: Major AR frameworks use a Y-up coordinate system, meaning the Y-axis points upward parallel to gravity. If your 3D modeling software uses a Z-up system (like Blender), apply a -90° rotation on the X-axis or toggle "Y-Up" during export to ensure the model sits correctly.

Issue: The model floats in the air or is buried halfway underground.

• Fix: Set the model's origin (pivot point) at the very bottom of the mesh (Y = 0). This ensures the model sits naturally on the surface when the AR app detects the floor. Prior to export, ensure the model is centered at world coordinates (0,0,0) and that the scale is set to 1.0 to match real-world meters.

Issue: The AR experience is laggy, crashes, or fails on mobile devices.

• Fix: The 3D model likely needs optimization for mobile hardware constraints.

  • Polycount: Keep individual objects between 25,000 and 50,000 triangles, and ensure the entire AR scene stays under 100,000 triangles.

  • Textures: Use standard 1024x1024 resolutions with Power-of-Two dimensions (e.g., 512, 1024). Avoid resolutions up to 2048x2048 to prevent consuming too much GPU memory.

  • Draw Calls: Combine multiple meshes into a single object and use texture atlases to keep the material count under 5 to 10 per scene.

Support and Contact

For technical issues or questions not covered here, please contact the Imersian support team. Have the following information ready:

• Your Shopify store URL

• Specific product URLs that aren't working

• Screenshots of your product setup

• Description of the issue you're experiencing