Troubleshooting

Uploads

An upload was interrupted — can I resume it?

Large files (videos and 3D models) upload in resumable chunks, so a dropped connection usually doesn't mean starting over.

1. 1Check your internet connection and wait for it to come back.
2. 2Keep the browser tab open and re-select the same file — the upload should pick up where it left off rather than restarting.
3. 3If it doesn't resume, refresh the page and start the upload again from the beginning.
4. 4Very large files take longer; let the progress indicator finish before navigating away.

Video processing and playback

My video is stuck "processing"

Every uploaded video is transcoded into streaming qualities before it can play. This is normal and can take a while for long or high-resolution videos.

1. 1Give it time — processing scales with the video's length and resolution.
2. 2Leave the Space (the job continues in the background) and check back later; you don't need to keep the tab open.
3. 3Refresh the page to update the status.
4. 4If a video still hasn't finished after a long wait, or shows a failed state, try re-uploading it from the Studio's Artworks panel.
5. 5If re-uploading doesn't help, contact support with the Space and approximate file size.

A video won't play, stutters, or looks low quality

• Confirm the video has finished processing — a still-processing video can't play yet.
• Refresh the page; a temporary network hiccup can interrupt streaming.
• On a slow connection, playback may start at a lower quality and sharpen as it buffers — this is expected.
• Try a different network or an up-to-date browser if problems persist.

3D models and textures

My 3D model won't import or doesn't appear

1. 1Confirm the file is a supported format: .glb, .obj, or .fbx (.glb is the most reliable).
2. 2Very large or heavy models can take a while to load or may exceed the asset limit — try a lighter export, or compress the mesh (for example with Draco) before uploading.
3. 3If it imported but you can't see it, check the Hierarchy on the right: it may be hidden or positioned outside the room. Select it and press F to focus the camera on it.
4. 4Refresh the page, then re-add it from the Studio's 3D Models panel if needed.
5. 5If it still fails, contact support with the Space and the file details.

Sign-in and access

I can't sign in, or I'm stuck after choosing my Google account

1. 1Remember that ArtSpace uses Google sign-in only — there is no email-and-password login.
2. 2Make sure you completed the Google account chooser and granted access.
3. 3Disable pop-up blockers or strict tracking protection that can interrupt the sign-in window, then try again.
4. 4Clear the page by refreshing, or try an incognito/private window to rule out a stale session.
5. 5If you're brand new, finish the one-time onboarding — until it's done, content pages stay locked.

I keep getting redirected to the home page on a protected page

Some pages — creating a Space, uploading, the Studio, and your settings — require you to be signed in and onboarded. If you're not, ArtSpace sends you back to the home page.

• Sign in with Google, then return to the page you were trying to reach.
• If you just created your account, complete onboarding (username, display name, avatar) first.
• For an organization-owned page, confirm you're a member with the right role. See Manage members.

AI thumbnail

The AI thumbnail generator is unavailable or says I've reached my limit

• There's a daily per-user limit (20 by default). If you've hit it, try again tomorrow or upload your own image instead.
• The feature can be disabled platform-wide — if you don't see it at all, it may be turned off for now.
• You can always set or replace a thumbnail manually via Edit details. See AI thumbnail generator.

Saving in the Studio

My Studio changes didn't save

1. 1Click the Save button at the top-right of the editor whenever you want to keep your changes.
2. 2Watch for the unsaved-changes warning when leaving — if you see it, you have edits that haven't been saved yet.
3. 3Don't open the same Space in two tabs; saving from one can overwrite the other's work.
4. 4If a save seems to fail, check your connection, then click Save again.