Fix a black screen, a frozen canvas, a stuck setup screen, or a connection error
Your work is saved before any of these happen. A reload, a different browser, or a switch between Wi‑Fi and cellular fixes almost all of them — here's which check goes with which symptom.
First, the reassurance: every change you make is written to the cloud as you make it, so none of the situations below cost you work. Reloading the page or restarting the app is always safe.
Second, the pattern: almost every 'stuck' report is one of four things — a file that couldn't be read (PDF or image), a browser that ran out of graphics memory (frozen canvas or black 3D view), a request that never reached the server (setup screen that won't save), or a network that blocks secure connections (Wi‑Fi with a captive portal, a corporate proxy, an old browser). Find your symptom below.
Step by step
- 1
PDF import shows a black screen or never loads
PDF import renders the page in the browser first. If the preview is black or the spinner never ends: (1) check the file opens in a normal PDF viewer — scanned PDFs saved as images work, password-protected or form-heavy PDFs don't; (2) pick the page — multi-page PDFs ask which page to use; (3) try a screenshot or PNG export of the page instead — the image route accepts PNG/JPG and is identical after import; (4) on iPhone/iPad, share the PDF to Photos as an image first. Files over ~20 MB are the usual cause; a screenshot is a fraction of that.
- 2
The 2D canvas is frozen — pan and zoom don't respond
Almost always the browser tab ran low on memory after a long session or a large import. Reload the tab (your design is saved); if it happens again, close other tabs and any 3D view you had open, and switch to Chrome, Edge, or Safari if you're in a less common browser. On a phone, close and reopen the app. If a specific design freezes every time, email support with its name — we'll look at the file.
- 3
The 3D view is black or won't open
The 3D view needs WebGL. A black view after a long session is the same memory issue as above — reload. A black view every time means WebGL is off or unsupported: on desktop, update the browser and turn hardware acceleration on in its settings; on an older device try a different browser. Everything else in RoomSketch3D works without 3D.
- 4
Quick setup won't save ('Failed to save preferences')
The first-run Quick setup (floor naming, measurement system) saves to your account, so it needs a working connection. Tap Save & continue again after a few seconds; if it still fails, switch network (see next step), or sign out and back in. You can also change every one of these later in Profile → Settings, so nothing is lost by moving on.
- 5
'Secure connection failed' / 'connection is not private' / can't reach the app
This comes from the network, not the app. Test the other network: if you're on Wi‑Fi, turn it off and use cellular — if the app loads, the Wi‑Fi has a captive portal, a proxy, or a content filter blocking HTTPS. Hotel, airport, school, and office networks do this. On a home network, reboot the router and check the device's date and time are automatic (a wrong clock breaks certificates). If both networks fail, check status by opening roomsketch3d.com — if the site loads and the app doesn't, email us.
- 6
What to send support if it's still stuck
Email roomsketch3d@immex.tech with: what you were doing, the device and browser (with version), whether it happens on another network or browser, the design name, and a screenshot of any message. Attach the PDF or image if the problem is an import. That's everything we need to reproduce it.
Frequently asked questions
Will I lose my design if I reload or close the app while it's frozen?
No. Changes are saved as you make them. A reload reopens the design at its last saved state, which is normally the last thing you did.
Which browsers work best?
Current Chrome, Edge, and Safari on desktop; Safari on iPhone and iPad; Chrome on Android. The 3D view needs WebGL, which all of these have on a device from the last several years.
Does RoomSketch3D work offline?
You can keep editing through a short dropout and the changes queue and sync when you're back, but opening the app, importing files, saving preferences, and the 3D view need a connection.
Is it Wi‑Fi or cellular that's the problem?
Whichever one fails when the other works. Try both. Cellular working and Wi‑Fi failing means that Wi‑Fi network blocks or intercepts secure traffic; the fix is on the network, not the app.
Start designing your room
Draw it, furnish it, walk through it in 3D — on web, iOS, and Android.
Open RoomSketch3DOne-time purchase · No subscription · Web, iOS & Android