Troubleshooting Guide: Cross-Platform Issues

 

License activation fails

Applies to: Rhino, Grasshopper, Fusion

• Confirm your internet connection is active.
• Open a browser and log in directly at spherene.io to confirm your credentials.
• In the portal, go to License Management and check whether the license is already active on another machine. If so, deactivate that machine first.
• Try the activation again from the plugin.
• If the problem persists, contact info@spherene.io with your account email and the error message.

API key rejected (nTop only)

• Confirm your email address is verified in the Spherene portal. API keys are not issued until email verification is complete.
• Copy the API key directly from the portal without typing it manually. Check for leading or trailing spaces.
• If your trial has expired, log in to check license status and renew or purchase.

Expired license prompt on every session

The local license file is valid for two months. Reactivation is expected behaviour, not an error.

• For Rhino, Grasshopper, and Fusion: click Open Portal in the prompt, log in, and reactivate.
• For nTop: log in to the portal, copy your current API key, and paste it into the prompt.
• Restart the application after reactivation.
  

Empty or incomplete result

• Check density field values. They must be between 2 and 32.
• Check the envelope mesh. It must be closed, watertight, and manifold.
• Increase DRT. Very low DRT values on large envelopes exceed cloud memory. Try 0.4 mm or higher.
• Check the envelope has a meaningful volume. A flat or near-flat mesh produces no result.

Memory limit exceeded

• Increase DRT to 0.4 mm or higher. Halving DRT can multiply memory use by up to 6x.
• Reduce envelope mesh polygon count.
• Split large envelopes into smaller sub-volumes, compute each separately, and combine results.

Computation timeout (45-minute limit)

• Increase DRT.
• Use Single Surface output only during iteration.
• Set a lower Maximum Execution Time in the compute dialog to get faster failure feedback.

Boolean error during computation

• Run a mesh integrity check on the envelope and repair any self-intersecting faces.
• For boundary boolean errors: set Hull Negative Normal to False and recompute.
• For dfenv errors: slightly enlarge the dfenv body.
• For detail subtraction errors: ensure the detail body protrudes slightly beyond the surface it intersects.

Plugin does not appear after installation

• Close the application completely and reopen it.
• Rhino/Grasshopper: go to Tools > Options > Plugins and confirm Spherene is listed and enabled.
• Fusion: go to Utilities > Add-Ins. Confirm Spherene is listed and set to Run.
• nTop: go to File > Connectors and confirm Spherene appears.
• macOS: check System Settings > Privacy & Security and allow the installer if blocked.

Plugin installs but computation never starts

• Trigger a computation. If no login prompt appears, the local license file may be corrupted.
• Rhino/Grasshopper: delete the local Spherene license file from your user profile Spherene folder and recompute.
• Fusion: go to Utilities > Add-Ins, click Stop, then Run to reload the plugin.
• nTop: remove and reinstall the connector via File > Connectors.

Cannot sign in to SphereneNXT

• Confirm you are using the correct browser (Chrome, Firefox, Edge, or Safari recommended).
• Check your internet connection and try refreshing the page.
• If using email code sign-in, check your spam folder for the verification code.
• If using a passkey, confirm the passkey is registered on the device you are signing in from.
• If the issue persists, contact support@spherene.io with your account email.

Account is stuck at sign-up verification

• Check your spam folder for the verification email.
• Try requesting a new verification code from the sign-up screen.
• For Student accounts: confirm your academic email address is valid and currently active.

Job fails immediately or shows an error

• Check that your envelope geometry is a closed solid or watertight mesh. Open meshes produce errors.
• Confirm the density values in your field configuration are within the valid range.
• Check the pre-flight estimator before running. If it warns of a likely timeout, reduce the geometry complexity or adjust parameters.
• Review the job log for the specific error message and refer to the Known Issues article.

Job is stuck in queue

During periods of high demand, jobs may queue before compute engines are available. The platform shows a high-demand notice when engines are busy.

• Wait for the queue to clear. The platform shows live elapsed time and progress once the job starts.
• If the job has been queued for more than 30 minutes without starting, cancel and resubmit.
• Professional and Enterprise plans have access to HPC compute, which may have shorter queue times.

Exported file is missing or download fails

• Check the Results section of your project for the export. Exports are stored per result.
• Try downloading again. If the download consistently fails, try a different browser.
• Contact support@spherene.io if the issue persists, including your project name and the result you are trying to export.

Credits were consumed unexpectedly

Credits are consumed when a compute job, simulation, export, or send-to-print action runs. Browsing, importing, and visualising are always free.

• Check your credit usage log in the Plan & Usage page of your account.
• If you believe credits were consumed in error, contact support@spherene.io with the job timestamp and your account email.
  

Credit top-up does not appear in account

• Allow a few minutes for the payment to process and the credits to activate.
• Refresh the Plan & Usage page.
• If credits do not appear after 15 minutes, contact support@spherene.io with your payment confirmation.

Trial account shows as expired before 10 days

Credits may be exhausted before the 10-day period ends. When all 30 trial credits are consumed, compute and simulation become inactive even though the account is still technically active. Check your credit balance on the Plan and Usage page.

If credits are still available and the account appears expired in error, contact support@spherene.io with your account email and registration date.

Trial registration email did not arrive

Check your spam folder. Wait up to 10 minutes. If still not received, try registering again or contact support@spherene.io.

Export and Send to Print are greyed out

These two features are locked on the trial plan. They become available when you upgrade to any paid plan. Clicking either button during the trial shows an upgrade prompt.

Getting more help

• Join the Spherene Discord at discord.gg/RGYfbGs6yx and post in the bug reporting channel.
• Check the Known Issues article for recently discovered bugs and workarounds.
• Email support@spherene.io for account, licensing, and billing issues.