LOADING NOT PROGRESSING - SOFTWARE CRASHING - SOFTWARE FREEZING - APPEARANCE ISSUES
If you have already downloaded your software and are having issues before entering the software login details, it will come down to settings/permissions on your system or network.
Issues that you may experience are:-
Loading stops and hangs at varying stages, 0% and above.
Loading stops and hangs at the same stage each time, 0% and above.
The Software closes/crashes during loading
The following may also occur once the software has loaded:-
The Software opens to a grey screen after loading and logging in. Loading - Grey Screen in Software
Various features greyed out once loaded. Loading - Missing Software Features or Features Unresponsive
Please follow the steps below ❗ It is essential to complete every single step.
| ✅ STEP 1 - RE-INSTALL THE SOFTWARE |
I AM USING THE LATEST SOFTWARE VERSION
Our latest version is v3.08, and even though you may have just joined us and are using the most recent update, it is worth re-downloading the software via Mozilla Firefox Private Browsing to eliminate any Chrome issues that could be causing this.
Lesson 2 - Installing your vanspace 3D software
I AM USING AN OLDER SOFTWARE VERSION
Please update your software via Mozilla Firefox Private Browsing to eliminate any Chrome issues that could be causing this.
When on the downloads page within your online dashboard, to ensure that the latest version is visible, you may need to hard refresh the page.
Keep using the commands below until the page visibly refreshes.
Mac Users use Command + Shift + R
Windows Users use Control + Shift + F5
You can then continue to install Lesson 2 - Installing your vanspace 3D software
| ✅ STEP 2 - CHECK ALL PERMISSIONS AND SETTINGS ON YOUR SYSTEM BEFORE LAUNCHING |
The good news is that you have a great protection setup, and your Antivirus/Firewall/Windows Defender would have done its job during the downloading process.
Depending on how high you have set your protection, if you experience any of the mentioned issues when loading, you must give your protection permission to allow our software to run.
✅ Please follow the appropriate guide below to ensure all settings allow you to run your software.
Mac users - Mac - Permissions and Creating an Exclusion
Windows users - Windows - Permissions and Creating an Exclusion
❗ Again, it is essential to follow every step in the guides above.
| ✅ STEP 3 - LAUNCH SOFTWARE |
When launching the software, hold down SHIFT + ENTER. This will force the software to accept updates and clear its cache.
Login should now be straightforward, and your software will launch.
| STEP 4 - POTENTIAL FURTHER ISSUE ONCE LOGGED IN - GREYED OUT SCREEN or UNRESPONSIVE FEATURES |
If you have followed the steps in this guide and have logged into your software, if the software screen is greyed out or some features are unresponsive, we will need to make sure all steps in the exclusions guides were followed.
We will also look closer at anything you are running that could block at the Network level. In particular, VPN's, Firewalls and network-wide Adblockers.
Please contact us with the following information, in FULL How to contact vanspace3D
| ✅ 1. A screenshot of your system specs, if unsure where to locate please follow the appropriate guide below Mac - Mac Basic Information Windows - Windows Basic Information ✅ 2. A screenshot of what is happening on the software screen. ✅ 3. Details of which particular security protections you are running and the provider. Anti Virus Firewall Windows Defender Windows Defender Firewall VPN, and was this disabled? AdBlockers, and was this disabled? ✅ 4. Provide details of any steps that were not completed within the exclusions guide and why. ✅ 5. A screenshot of your Firewall's exclusions settings ✅ 6. A screenshot of your Firewall's advanced settings |
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