Hi,
We have a serious problem with IE crashing with the Viewpoint viewer. We run a e-comm site with 3d views of our products. Every now and then IE will crash when viewing the product. This is serious issue for us since the user may have already added products to the shopping cart. The crashing is unpredictable and I am not able to reproduce it. We are very frustrated trying to figure out how to fix this. Any help would be greatly appreciated.

By the way we have another issue which appears every now and then. A user viewing a 3d image of our products will see the Viewpoint watermark and clearing the cache on the client side does not remove it. The only way we have found to make it go away is to have the client re-install the viepoint viewer.

Hello,

Quick question: do you have any video/audio playing in the scene via VET video?

If not, would you be able to provide a link to the content so we can see it?

As far as your watermark issue, download the Universal Broadcast Key from Developer Central and then make sure all your VET-enabled webpages are pointing to it.

Hi,
Thanks for the quick response. Unfortunately I'm not the person who creates the 3d views but have been asked to try and resolve the issue so please bear with me if I sound like I don't know what I'm talking about.

As far as I know there is no video/audio in the scene. You can view an example of a 3d product view at http://www.muscletech.com/webapp/wcs/stores/servlet/Pro...nt_category_rn=10051 and clicking on the 3D View link below the bottle image.

As far as the watermark problem is concerned, we do have the broadcast key but for some unknown reason some people who view the 3D views see the watermark and while others viewing the very same 3D product view do not see it. I do want to add that most people do not see it, but it has occurred a significant number of times.

Ok. Thanks for the url. I'll see if I can turn up anything.

I also understand that you probably have a broadcast key, but it is possible that it has problems. If you could get a screenshot of the watermark and send it to me, I can look at the color of the watermark to help determine what the issue is. But the universal broadcast key was released by us since we eliminated the need for people to purchase broadcast licenses. So the universal key might resolve your issue if your broadcast key expired or has some other issue. I would recommend giving it a try.

Here is a screenshot of the watermark:

watermark.JPG (58 KB, 29 downloads)

Hi, Denis,

From looking at the color of the watermark, it means the broadcast key you were using is indeed expired. The reason not everyone sees it is probably due to the fact that broadcast licenses have been discontinued, so it works sporadically. Using the universal broadcast key I pointed you to should resolve the problem.

We are continuing to look into the other issue of what may be causing your sporadic crashes. I haven't been able to replicate it, but I understand since that's the nature of sporadic crashes . I may need to ask you some additional questions. I'll let you know when I know more.

Regards

Thanks for the info about the watermark, I will check things out on our end to see if we are using the universal broadcast key.

Hi Denis,

Still looking into your crash issue, but I also forgot to mention something regarding the elimination of broadcast licenses. If you use Enliven to create content from now on, you will not have to worry about any bkey -- universal or other -- because content published with Enliven does not require bkeys. Just thought I would mention this in case you are interested. Enliven makes VET content creation much easier. But if you prefer not to use it, you can always use the universal broadcast key.

Regards

You were correct. We were not using the Universal Broadcast Key. I will be updating our site soon to the new broadcast key. Also thanks for the info on Enliven. I will look into it.

That's great! Always a pleasure to help!

I also was wondering if by any chance you could provide some system specs on machines that you see the random crashes. If you would be able to send OS type and version number and browser type and version number of any machines where you noticed the problem it would be very helpful.

I know that it crashed on a few machines running Windows XP with IE 6.0. I also know that it crashed on one of our pc running Windows 2003 and IE 6.0.

Hi Denis !!

I took a close look at the Bottle files. I noticed a few things which need attention.

1) Polycont is too high with respect to this model. The polygon count can be managed in a much better way.
2) The texture maps are not in the powers of 2. This is INCORRECT. You need to use textures which are in the powers of two e.g. 512 X 512 or 256 X 512 etc.
3) Bump maps used are also of INCORRECT size. They also need to be in the powers of 2.

I will try and post a corrected version of this bottle. In the meantime, please get these issues fixed by the person who is creating the 3D stuff.

Hope this helps.

Cheers,

Anup

This message has been edited. Last edited by: e_phoenix13,

Hi Denis !!

Chk the attached new VET scene of the bottle.
Following are the updates:

1) Your model had around 15,000 faces. The new one has 3,500 faces.
2) Textures are optimised.
3) No bump maps used.
4) Preloader used for the VET scene.

Hope this helps.

Cheers,

Anup

This message has been edited. Last edited by: e_phoenix13,

new_bottle.zip (350 KB, 8 downloads)

Here is the new 3D MAX file.

Cheers,

Anup

3d.zip (588 KB, 5 downloads)

Hi Anup,
Thank you very much for the all of your help. I've discussed the information you provided with the person who creates our 3D and we are going to try and implement your fixes ASAP. I'm pretty confident this should eliminate any issues we have been having with IE crashing.

Once again thanks.

Thanks Anup! That's awesome! Denis, we're still not sure if that is definitely what's causing your crashes. The fixes Anup made are just basic good modeling practices. Technically, they shouldn't be causing the crashes. If you continue to see random crashes after making the fixes, please let us know. Nonetheless your previous content, though authored incorrectly, should still not have caused the VMP to crash. We will continue to look into this. You should still author all your content as Anup showed you regardless. It will make your content display faster and perform better.

Regards,
Viewpoint Support

Ok, thanks for the info. You are correct that the changes that were suggested by Anup have made the content display much faster. I'm still hoping you can give us some insight into why the crashes are occuring.

Hi Denis !!

Is it still crashing?


Cheers,

Anup

Yes, we still experience some crashing. I actually was able to get one of our product views to crash a few minutes ago. This is for a different product then the one I sent you the link for also keep in mind that this one does not yet have the good modeling practices oulined by Anup. I've attached a screenshot of the crash. Here is the link to the product page for this product.
http://www.muscletech.com/webapp/wcs/stores/servlet/Pro...nt_category_rn=10051

crash.JPG (201 KB, 36 downloads)

Thanks Denis,

Please also let us know if any content with the fixes Anup outlined crashes.

Also, the next time you see a crash, could you click on the "click here" link in the error message window? I circled it in the attached jpg so you can see what I mean. Then when you click on that, find the error log and send us what it says. It would help us determine what component is causing the crash. Thanks!

This message has been edited. Last edited by: Admin,

error_msg.jpg (123 KB, 24 downloads)