Answered

Workshop not working in Firefox or Chrome- HELP!!!

Hi- I am experiencing problems that still have been unresolved since last week.

When I try to use the workshop in Firefox in dollhouse to snapshot- everything is grey when I am inside.

When I try to use it in Chrome- It comes out with a blurb about webGL. I have tried Googling a solution but I have had no luck. Chrome workshop works on my Managers computer but not mine.

I really need to take snapshots ASAP and I have still not heard back after issuing a ticket last week.

HELP with either browser please!!!!

I have attached 2 files- one from chrome & one from Firefox.

0

Comments

23 comments
  • I have reached out to 2 other matterport peeps having the same issue to see if they have resolution yet. Contacted 2 of the 3 - they promise to share the solution ASAP - right now they do not have one.

    0
    Comment actions Permalink
  • Another matterport person just tried safari and had success. Weird thing I can use Firefox, Chrome and Safari with no issues. @Kaylad

    0
    Comment actions Permalink
  • Hi there @kaylad, let's try a few things:

    1.) Go to https://get.webgl.org/ -- Do you see the spinning box?

    2.) If not, please try in different browsers.

    3.) If none work, in Chrome, try toggling hardware acceleration. Open a new tab, type "chrome://flags" (without quotes), search for "Override software rendering list", toggle it, and restart. Try the link again.

    4.) If none of the above work, it means your system is currently incapable of supporting WebGL, which is required to use Workshop. In most instances, updating your operating system and browser to the latest version should fix this issue.

    Let me know how it goes!

    0
    Comment actions Permalink
  • I loaded that link on my Firefox and it says that my computer supports webGL and I seen the spinning box.

    I have loaded and successfully used Workshop on Firefox on October 25th. It started doing this on November 9th, I had not touched Firefox in between. Matterport is all I use Firefox for.

    Just very confused on how it could just suddenly stop with no changes.

    Chrome just tells me I need a browser that supports webGL- and to download Firefox and kicks me out before i even get into the Workshop. This is confusing because my Manager can operate the workshop on Chrome on her computer just fine.

    On Firefox it lets me go in and move around between each scan point- it just is all grey and I cant see anything.

    0
    Comment actions Permalink
  • What exactly do you mean by updating my operating system?

    0
    Comment actions Permalink
  • Yes it is confusing- my manager can use it just fine as well.

    I have made no changes to Firefox and it had been working just fine on October 25th.

    0
    Comment actions Permalink
  • Hi there @kaylad! OK, good, we're making progress. Question: Can you use either Safari (OSX) or Microsoft Edge (Windows) to open Workshop?

    0
    Comment actions Permalink
  • YES! I've been trying to figure this out for about a week now. I tried other browsers and got Chrome to work for a little while, but now I'm getting memory error messages. I tried updated Firefox. I deleted Unity. I tried to go through Firefox on my Ipad. I see the spinning box. I have enough RAM. I have all the most updated versions of everything I need. I tried restoring my computer to earlier dates to see if that would work. I'm not very "techy"... but I feel I've tried just about everything and I'm still getting the gray model when I zoom in to edit anything. I sent a message to Matterport about a week ago. Still waiting for a response, so I thought I would try you good people. I'm not going to be able to provide promised products if this doesn't get resolved.

    0
    Comment actions Permalink
  • Wow! Ok, Microsoft Edge is working.

    What would be the reasoning that this works, but not Chrome or Firefox, especially since I have been using Firefox??

    There was a tech in our office today that said the driver may need to be updated and checked out. But then how is it that Edge works but not the others??

    Confusion but progress!!

    0
    Comment actions Permalink
  • Hi there @virginia3dlistings! Workshop is currently NOT supported on all versions of the iPad, regardless of browser. Are you experiencing problems on iPad only, or also on desktop/laptop?

    UPDATE: I had a very bad typo, which is now fixed. Workshop does NOT work on the iPad. Sorry, and thank you @rockiesrealty for pointing it out!

    0
    Comment actions Permalink
  • Hi there @kaylad! Great, glad to hear we've got you up and running again!

    When you have a moment, I'd suggest asking a tech/IT person to ensure you're on the latest version of your operating system, drivers, and browsers. *Most* of the problems we see like this are due to one or more of the above being outdated.

    ...There is absolutely the chance that something changed on our end, but ensuring the above items are up to date will remove a LOT of uncertainty, and help us diagnose whatever remains.

    Great work, and let me know what happens!

    0
    Comment actions Permalink
  • Thank you for the quick response, Scott. I tried to use my IPad to edit. It looks like the workshop is loading, but it goes to a blank screen. I was only trying the IPad because of my problems with the laptop lately. Not sure what the problem is, but that's not my method of choice, so not too worried about it IF I can get the laptop working. UPDATE: I went back to Chrome and can edit. I deleted some pictures I was done with in previous models. I'm not sure that really needed to be done or not (I was getting "memory" errors before... but does that mean working memory or do I really have too much information stored in my workshop somehow?). At any rate... I am able to do what I need to again in my current model. Still gray in Firefox.

    0
    Comment actions Permalink
  • Ah, makes sense, @virginia3dlistings! To confirm, can you perform any/all available operating system and browser updates? Then, let me know if you're still seeing issues in Firefox, thanks!

    0
    Comment actions Permalink
  • I'm another Matterport user having all of these problems. I'm working on a Macbook Pro and my OS and all of the browsers I use are up to date. So far I get the black (I guess grey for some people) screen in Walkthrough mode in Firefox. In Chrome I can't open Workshop at all, despite getting the spinning box on https://get.webgl.org/, in Safari instead of automatically getting a black screen in Walkthrough, it starts normal but when I try to move from point to point it does a combination of the black screen and crazy patches of glitchy data. The last time I was able to successfully use Workshop was about a week ago.

    0
    Comment actions Permalink
  • Hello All,

    I just discovered the same problems. I updated everything. Now I'm trying to reload it without 360 view. Maybe this will help?

    0
    Comment actions Permalink
  • Hi all, please try the following, and let me know if this fixes the issue:

    First, ensure you're using a desktop or laptop. Workshop doesn't support any iOS devices.

    1. In browsers experiencing the issue, please log out of my.matterport.com.
    2. Log back in, and attempt to load your Spaces. If that still fails, see next step.
    3. Clear your cache/offline files.
    4. Restart your browser.
    5. Log back in, and attempt to load your Spaces.
    6. If that still fails, ensure your operating system and video drivers are up to date. This process varies by operating system; Google should be able to direct you.
    7. Retry once more.
    8. Finally, if all of that fails, contact Matterport support. Please include the model URL, your browser, and operating system.

    Thank you, and we apologize for the headache!

    UPDATE 11/21: Added Step 6, based on @kaylad's results below. Thank you!

    0
    Comment actions Permalink
  • Does workshop work on ipads? below you say it is supported but in the comments above you say it isn't. It won't load on the ipad we have on safari. It is an ipad air 2 128g

    0
    Comment actions Permalink
  • Does workshop work on ipads? below you say it is supported but in the comments above you say it isn't. It won't load on the ipad we have on safari. It is an ipad air 2 128g

    0
    Comment actions Permalink
  • Oh man, that was a bad typo, fixed now -- thank you for pointing it out!

    0
    Comment actions Permalink
  • I had a tech come in and it ended up being my video drive. it was slow and corrupted, but still showed that webGL was enabled and working. Not sure how he knew it was the video drive, but it is working fine on both Firefox and Chrome.

    Thank you for the help and suggestions!

    0
    Comment actions Permalink
  • Great, thanks for reporting back, @kaylad! I added that to the solution above! :)

    0
    Comment actions Permalink
  • Hi,

    I had to downgrade my graphic card driver to run workshop...

    0
    Comment actions Permalink
  • Update: I'm not using the IPad for workshop, but I was trying anything at the time. I've been using Chrome on my laptop and no problems with the gray interior. I still have the gray interior in Firefox though. I've had other problems with Chrome the last couple of days, but not THIS one.

    0
    Comment actions Permalink

Please sign in to leave a comment.