Docs

Troubleshooting

Browser support

Currently we support the following browsers in their latest versions:

There are known issues with Internet Explorer - therefore we recommend to use one of the supported browsers.

3D Viewer problems

On these pages you can test whether your browser supports 3D visualisation:

If the WebGL tests from above say that your browser doesn’t have JavaScript enabled, please refer to the section JavaScript (JS) problems.

Get specific help for your Operating system and browser:

If you are prompted with an information in the viewer that your browser does not have WebGL enabled, refer to the section WebGL not enabled.

WebGL not enabled

If WebGL is not receiving the data from our server, the reason is most likely that WebGL is either disabled or had crashed. Please try deleting the locally cached files and restart your browser. If you still have the same issues, please reset the WebGL by following these steps:

Chrome

First, enable hardware acceleration:

  • Go to “chrome://settings”
  • Click the + Show advanced settings button
  • In the System section, ensure the Use hardware acceleration when available checkbox is checked (you’ll need to relaunch Chrome for any changes to take effect).

Then enable WebGL:

  • Go to “chrome://flags”
  • Ensure that Disable WebGL is not activated (you’ll need to relaunch Chrome for any changes to take effect).

Then inspect the status of WebGL:

  • Go to “chrome://gpu”
  • Inspect the WebGL item in the Graphics Feature Status list. The status will be one of the following:
    • Hardware accelerated — WebGL is enabled and hardware-accelerated (running on the graphics card).
    • Software only, hardware acceleration unavailable — WebGL is enabled, but running in software. See here for more info: “For software rendering of WebGL, Chrome uses SwiftShader, a software GL rasterizer.”
    • Unavailable — WebGL is not available in hardware or software.

If the status is not “Hardware accelerated”, then the Problems Detected list (below the the Graphics Feature Status list) may explain why hardware acceleration is unavailable.

If your graphics card/drivers are blacklisted, you can override the blacklist.

Warning

This is not recommended!

To override the blacklist:

  • Go to “chrome://flags”
  • Activate the Override software rendering list setting (you’ll need to relaunch Chrome for any changes to take effect)

For more information, see: Chrome Help: WebGL and 3D graphics.

If you’ve tried all this and it still doesn’t work, you’re extremely unlucky! There are some other things to try for you:

  • Try it in incognito mode. If that works, please try disabling extensions temporarily and enable them one by one to check which extension is causing the problem.
  • If you’re using an older version of Chrome (version 55 or 56) there is the possibility that under certain settings WebGL is still not working. Try upgrading to the newest version of Chrome (version 57).
  • The last straw to grab for running WebGL would be Chrome Canary, which is the developer version of Chrome. It can be installed alongside Chrome 57. This future version might not have the problem anymore.

Firefox:

First, enable WebGL:

  • Go to “about:config
  • Search for “webgl.disabled”
  • Ensure that its value is “false” (any changes take effect immediately without relaunching Firefox)

Then inspect the status of WebGL:

  • Go to “about:support
  • Inspect the WebGL Renderer row in the Graphics table:
    • If the status contains a graphics card manufacturer, model and driver (eg: “NVIDIA Corporation – NVIDIA GeForce GT 650M OpenGL Engine”), then WebGL is enabled.
    • If the status is something like “Blocked for your graphics card because of unresolved driver issues” or “Blocked for your graphics driver version”, then your graphics card/driver is blacklisted.

If your graphics card/drivers are blacklisted, you can override the blacklist.

Warning

This is not recommended!

To override the blacklist:

  • Go to “about:config
  • Search for “webgl.force-enabled”
  • Set it to “true”

(Like Chrome, Firefox has a Use hardware acceleration when available checkbox, in Preferences > Advanced > General > Browsing. However, unlike Chrome, Firefox does not require this checkbox to be checked for WebGL to work.)

Safari:

  • Go to Safari’s Preferences
  • Select the Advanced tab
  • Ensure that the Show Develop menu in menu bar checkbox is checked
  • In Safari’s Develop menu, ensure that Enable WebGL is checked

Post-processor Field Viewer issues

The Field Viewer tool within the post-processing component of SimScale is built upon Paraview(R) and ParaviewWeb (http://www.paraview.org), which require secure WebSockets support.

In order to be able to use the web-based Field Viewer, two aspects have to be taken into account:

  • Browser support for secure WebSockets:

    This is valid for most modern browsers, including: Firefox 11 and above, Chrome 16 and above, Safari 6 and above, Opera 12.10 and above, Internet Explorer 10 and above. To test whether your web browser offers this support:

    1. Visit http://www.websockets.org and click on the “Echo Test” link.
    2. A message will be presented to you stating whether WebSockets are supported.
  • Network support:

    On the end-user network, WebSockets must not blocked and traffic through port 443 must be permitted. To verify whether this is the case:

    1. Visit http://www.websockets.org, click on the “Echo Test”.
    2. Make sure the “Use secure WebSocket (TLS)” check-box is ticked.
    3. Click on connect.
    4. Type a test sentence in the message box, then click on send.
    5. The typed message should be presented in the log panel, if everything worked fine.

JavaScript (JS) problems

If the WebGL tests from above say that your browser doesn’t have JavaScript enabled, please refer to the following sections. If none of the proposed solutions work and you don’t administer the system yourself, please contact your administrator.

In any case, perform the following steps:

  1. Make sure your browser is up to date. In the “Help” menu, click on “Check for updates” and install if necessary.
  2. Make sure you don’t have add-ons which block JavaScript like “No-Script” or “QuickJava” installed. These extensions will block JavaScript access.

Firefox

  1. In the address bar, type “about:config” (without quotation marks), and press Enter.
  2. Click on the button “I’ll be careful, I promise”
  3. In the search bar, search for “javascript.enabled” (without quotation marks).
  4. View the result named “javascript.enabled” and check if the setting is set to “true”. If not, right-click and click on “Toggle”. JavaScript is now enabled.
  5. If the above steps don’t work, please consider trying a different browser (Google Chrome)

Chrome

  1. Open the menu by clicking on the button with 3 horizontal lines in the top left or right corner of the browser window
  2. Click on “Settings”
  3. In the panel on the left, again click “Settings”
  4. Scroll to the bottom and click on “Show advanced settings”
  5. Scroll to “Privacy”
  6. Click on “Content settings”
  7. Scroll to “JavaScript”
  8. Enable “Allow all sites to run JavaScript”
  9. If the above steps don’t work, please consider trying a different browser (Firefox)

Browser cache problems

My browser crashes while loading a large mesh or CAD model!

In order to ensure a fast and responsive interaction with the 3D models on SimScale, they are partly loaded into the browser cache memory. Some browsers do limit the cache memory size, such that the application crashes as soon as this limit is reached. There are some ways of increasing the limit http://www.techntrix.com/how-to-alter-google-chrome-cache-size-and-location/ but probably the first thing to do is clean your browser cache:

If you encounter unexpected behavior of the user interface (e.g. certain actions are not executed or you get error messages where you wouldn’t expect them), please try clearing your browser cache as described above.

Operating system support

SimScale works platform-independent on Windows, Linux (for example Ubuntu) and MacOS. However your graphics hardware and driver must support WebGL. Please make sure that you have the latest version of your graphics driver installed.

Known issues with browser plugins

There is a known problem with the browser plugin “Adblock for Youtube™” which may cause that click actions are executed twice. For example, when clicking on the “Create Mesh” button, two meshes with the same name are created. The solution is to disable or uninstall the plugin.

Meshing issues

I’m getting the error “Geometry has zero volume and cannot be meshed. Please convert your geometry to a solid body.”

You will see this error when trying to create a mesh for a “shell” geometry. SimScale currently supports only 3D workflows which means that all geometries and meshes must be volume bodies (e.g. contain solids). Some CAD systems export volume bodies as “shell” (a closed surface). Most CAD systems do have options when exporting to IGES or STEP such as “Include solids”, which makes sure that the exported CAD model does contain volume information. SimScale can’t yet create meshes for shells so please make sure that you export your geometry as solid. For more information about meshing, please refer to [[Meshing tutorials|meshing_tutorials_overview]].