Official

[TEMPORARY FIX] 3D viewer camera stuck in no mans land?

We suspect this is caused by cached addressables (cached track data from an incompatible app version, corrupting the viewer loading).

Try the following to fix this:

1. Completely delete the app data (in Android this is usually under app info > Storage > Clear data). Not just the cache option, ensure you clear "data", which is more comprehensive. You will be logged out but can login again and download clean assets.


2. If the above fails: Uninstall then install the application again. This is a more aggressive way to clear the corrupt data, but only use it as a last resort if other options don't work.

Let us know if this helps, because the alternative is waiting for a patch, which could take up to a week in Google Play, for example.

We need you to help us to help you. I've asked several people to try this but no answer in this thread yet, if anyone has tried this let me know if it works.

We will be expediting our first patch tomorrow as well to try and resolve this from the app/server side and reduce any chance for conflicts. It may take a few days to get approved by the stores, especially around Christmas, but hopefully it isn't necessary and the above steps can fix it for most people.

We're going to expedite a new build of the app for Android and Windows then. The cause must be addressables conflicts. We will submit it to the stores tomorrow and hopefully they approve it fast.

Both are working fine on my Samsung S25 Ultra and Windows 11 PC, and many others, FTR. None of our test devices have this problem, so it may be a specific compression algorithm or compatibility issue with some devices.