FAQ
Each answer has a stable link; the product deep-links here from tooltips and failure cards. Longer topics have their own page and are linked.
Assets and results
Section titled “Assets and results”Why does my asset look white or untextured?
Section titled “Why does my asset look white or untextured?”Textures weren’t applied or the viewer is showing an untextured representation. Check, in order: (1) the Textures stage in the Pipeline panel ran and is green; (2) for CAD input, Apply textures is on, or your source file actually has materials; (3) the viewer isn’t in a wireframe or untextured shading mode. If the export looks white in your own tool but textured in the viewer, your tool may not be reading the texture manifests shipped in the ZIP; see Exports for what maps to what.
Why is the scale wrong?
Section titled “Why is the scale wrong?”Nothing in the input said how big the object is, or the units were misread. Give a size with units in the description (“about 40 cm tall”), attach a datasheet, set Units for CAD input, or fix it after the fact: scale it in the viewer or give the Agent the size, then Apply Edits. A scale change reruns textures, collision, and validation. Editing.
Why are the parts fused together?
Section titled “Why are the parts fused together?”Behavior was Single object, which welds everything into one rigid body by design. Regenerate with Parts or Articulated. Editing.
Why are there too many parts?
Section titled “Why are there too many parts?”Segmentation followed the file’s structure literally (common with STEP files where every fastener is a body). Tell the Agent what belongs together (“the screws are part of the base”), or edit the segmentation in the viewer and Apply Edits. For future uploads, merge sub-assemblies in your CAD tool first.
Why isn’t my asset articulated?
Section titled “Why isn’t my asset articulated?”Behavior must be Articulated, and segmentation needs to know what moves. Say it in the description (“lid hinges at the back”, “drawer slides out the front”). If the object has no real joints, Parts is the right choice and articulation isn’t expected.
Why did a retry give a different result?
Section titled “Why did a retry give a different result?”Shape and texture generation are not deterministic; the same reference can produce different geometry. If you want to keep a result, export it or make a variant before regenerating. Not yet confirmed: whether the downstream stages (physics, collision, validation) are fully deterministic for identical geometry.
Why is my triangle count so high?
Section titled “Why is my triangle count so high?”CAD tessellation or a high mesh-quality setting. Lower the mesh quality setting and regenerate from shape generation. Regenerate reuses the asset’s saved inputs, so no new reference image is created or charged.
What’s the difference between Retry, Reprocess, Regenerate, and a Variant?
Section titled “What’s the difference between Retry, Reprocess, Regenerate, and a Variant?”- Retry: start a new run after a build failed or was cancelled. The unfinished part of the failed run is refunded, then the retry is quoted and charged.
- Reprocess: rerun from a chosen stage on the existing inputs, optionally with new settings. Free until the asset has been exported; quoted afterwards.
- Regenerate: rerun from shape (or a later stage) with a new reference, prompt, or settings. In place: free until exported, quoted afterwards.
- Variant: a new sibling asset. The original is untouched. Always quoted. Editing has the full table.
Why was my attachment rejected?
Section titled “Why was my attachment rejected?”Unsupported type, over a size limit, or the upload didn’t finish. Photos attached to the Agent must be PNG or JPG. CAD and mesh files: GLB, glTF, OBJ, STL, PLY, FBX, DAE, 3DS, STEP/STP, IGES/IGS, USD, USDZ. Datasheets: PDF or TXT. Videos (for scene capture): MP4, MOV, WebM, up to 60 seconds. Re-add the file; if it keeps failing, see supported files.
What are the file size limits?
Section titled “What are the file size limits?”Limits depend on what you are uploading and where:
- Agent message: up to 24 attachments per message; files carried inline in the message are limited to 2 MB each and 12 MB combined. Larger photos and CAD files are uploaded to the asset first and referenced, so this is rarely the limit you hit.
- Asset file uploads (CAD, meshes, archives): up to 10 GB per file and 30 GB per asset via multipart upload.
- Scene videos: up to 2 GB and 60 seconds; scene images up to 100 MB. If a file is refused, the error message names the limit that applied.
What are the multi-view rules?
Section titled “What are the multi-view rules?”Two to four photos of the same object, same lighting, same position, from clearly different angles. With two or more photos the shape stage uses multi-view reconstruction; with more than four object photos the build routes to the parametric model instead. Near-identical photos don’t help; inconsistent ones can hurt. Image to Sim.
Which up direction and units should I use?
Section titled “Which up direction and units should I use?”Match your simulator scene: Isaac Sim scenes are commonly Z-up in metres, MuJoCo is Z-up in metres, many DCC tools are Y-up. Changing either setting on a finished asset shows a quote on the confirmation card before anything reruns.
The Agent
Section titled “The Agent”Why does the Agent keep asking questions?
Section titled “Why does the Agent keep asking questions?”It asks only when the answer changes the build and it can’t infer it from your inputs. Give a size, materials, what moves, and how the object rests up front and it will ask less.
Why won’t the Agent let me submit?
Section titled “Why won’t the Agent let me submit?”A question is open, a required input is missing, a generated reference grid is showing and you haven’t picked one, or the balance can’t cover the quote. Answer or resolve, then the Generate button enables.
Why does the quote change?
Section titled “Why does the quote change?”The quote reflects the settings at that moment. Changing Behavior, adding variants, changing shape model, collision level, or validation changes it. A quote is valid for about 10 minutes; after that it is stale and you refresh it before confirming. If prices change between quote and confirmation, the old quote is rejected and a new one is shown.
Access and teams
Section titled “Access and teams”Why is a button disabled?
Section titled “Why is a button disabled?”Usually one of: you’re a Guest in this workspace (view only); the asset is mid-build; a question is open in the Agent; the balance can’t cover the quote; or the feature isn’t available on your plan or organization yet. Hover the button for the reason. Roles and permissions.
Why can’t I see a project or workspace?
Section titled “Why can’t I see a project or workspace?”You’re not a member of that workspace, or you’re looking at a different organization (switch in the top-left menu). Ask a workspace Member or an organization admin to add you. Organizations vs workspaces.
Do failed runs consume tokens?
Section titled “Do failed runs consume tokens?”The full quote is charged when the build is submitted. If it fails or is cancelled, the portion for stages that did not complete is refunded automatically, and the receipt in the token menu shows what was refunded. The retry is then quoted and charged as a new run. Tokens.
Can teammates see my Agent conversation?
Section titled “Can teammates see my Agent conversation?”Workspace Members (and organization owners/admins) can open the conversation; it belongs to the asset, not to you. Guests cannot read Agent conversations. Any Member can continue the conversation; it is a shared thread for the asset.
Exports and simulators
Section titled “Exports and simulators”Which simulator should I pick?
Section titled “Which simulator should I pick?”Isaac Sim if you’re on NVIDIA’s stack or need SDF collision and articulation validation; MuJoCo for fast RL and MJCF; Newton for soft bodies and deformables. You can switch later and reprocess without regenerating from shape. Simulators.
What’s in the export ZIP?
Section titled “What’s in the export ZIP?”The simulator package, the visual mesh, PBR textures with their manifests, collision hulls, physics parameters, and a report. Exports are free. Exports.
Can I use the old “PhysReady” docs?
Section titled “Can I use the old “PhysReady” docs?”That name is retired. The product is SimReady, the workflow is Agent-driven, and everything from the older documentation that still applies is on this site.