Your projects list normally, but opening one shows 3D cannot start in this browser instead of the model, with a Back to projects button. Starting a New Tileset project upload reports the same problem in different words, under Heads up!: uploading a tileset needs 3D graphics, and your browser could not start them. The wizard tells you before you choose any files, because it shows you your model before it sends anything.

This is a problem with the browser on your computer, not with your project. Everything you uploaded is intact and nothing needs to be uploaded again.

What this means

Twinsity draws the 3D model using a graphics capability your browser provides, and your browser could not start that capability for this session. The failure happens before any of the 3D model is downloaded.

That is why the rest of the portal looks completely normal. Ordinary pages do not need the graphics layer and the 3D view is the only thing that does, so a browser in this state signs you in, lists your projects and opens your reports exactly as it always did.

A browser can also lose access to the graphics layer partway through a session while continuing to run perfectly well in every other respect. If the 3D view worked yesterday on the same machine and the same browser, that is the likely situation, and the first fix below is the one that addresses it.

Work through these in order

1. Close the browser completely, then reopen it. Every window, not only the tab with Twinsity in it. On Windows, quit it from the system tray as well if you have background apps enabled. Reopening rebuilds the graphics layer from scratch, and this resolves most cases on its own.
2. Check that graphics acceleration is on. In Chrome, open Settings and go to System. In Edge, open Settings and go to System and performance. If you cannot find it, search the settings for graphics acceleration. Switch on Use graphics acceleration when available, then close the browser completely and reopen it. Do this even when the setting is already switched on, because the change only takes effect on a fresh start.
3. Test whether your browser can run 3D at all. Open get.webgl.org in the same browser. If that page also reports the capability as unavailable or disabled, the problem is your computer or your browser rather than Twinsity, and the steps below apply.
4. Try a private or incognito window. Some privacy and corporate security extensions block 3D graphics. If your project opens in a private window, an extension is the cause. Switch your extensions back on one at a time to find which one it is.

When your IT team has to fix it

Three situations cannot be resolved from your own settings, so they are worth recognising before you spend time on them.

If none of that works

Send support a screenshot of the Graphics Feature Status block, which sits at the top of the page. Type chrome://gpu into the address bar in Chrome, or edge://gpu in Edge.

That single image shows which parts of your graphics stack the browser has switched off, which is usually enough to identify the cause without further questions.

Stopping it from happening again

Restart your browser on the day it shows an update as pending, and after any graphics driver or operating system update.

A browser session left running across an update is the usual setup for this failure. Restarting takes a few seconds and keeps the graphics layer in step with the rest of your computer.

Related

• Browser and system requirements
• Moving around the 3D model