File Troubleshooting Guide

If you experience issues opening, importing, or exporting your purchased jewelry design files, follow these troubleshooting steps to resolve common problems.

1. File Won't Open

Possible Causes

  • Unsupported software
  • Incomplete download
  • File format mismatch

Solutions

  • Ensure you are using compatible CAD software such as Rhino, MatrixGold, Blender, ZBrush, or other 3D design programs that support STL, OBJ, or 3DM formats.
  • Re-download the file from your order page.
  • Check that the file extension matches the supported format.

2. File Appears Corrupted

Possible Causes

  • Interrupted download
  • File extraction errors
  • Software import issue

Solutions

  • Delete the downloaded file and download it again.
  • If the file is compressed (.ZIP or .RAR), extract it fully before opening.
  • Try opening the file in another compatible CAD program to verify the issue.

3. File Not Importing into Software

Possible Causes

  • Incorrect import settings
  • Unit mismatch
  • Software version compatibility

Solutions

  • Use the Import function instead of Open in your CAD software.
  • Check the unit settings (millimeters are recommended for jewelry design).
  • Update your software to the latest version.

4. Model Scale Issues

Sometimes the design may appear too large or too small after importing.

Solution

  • Set units to millimeters (mm) in your software.
  • Use the scale function if needed.

5. Missing Mirror Pair

Some jewelry designs include single-side geometry intended to be mirrored.

Solution

  1. Open the one-sided file in your CAD software.
  2. Use the Mirror command.
  3. Select the center axis or symmetry line.
  4. Join the mirrored part to create the full design.

6. Export Problems

If you cannot export the file after editing:

Solutions

  • Ensure the model is closed/watertight.
  • Check for non-manifold edges or mesh errors.
  • Repair the mesh using your software's mesh repair tools.

7. Still Having Problems?

If the issue persists, please contact support with the following information:

  • Order number
  • File name
  • Software used
  • Screenshot of the error message

Our team will help you resolve the issue as quickly as possible.