Case Failures

Once an order has been accepted and the design engine steps are processing, there may come an instance where an error occurs on a certain design step as seen below:

In this instance, the red highlighted box for Head Segmentation is the step of the design engine process that has had an issue. When an error like this occurs, providing the support team the following information is helpful to investigating the case further:

1. Shapeshift 3D Case ID - this can be seen as a hyperlink in the above screenshot from the dashboard order screen or from the S3D toolbox as seen below:
2. A detailed description of what error you see, and if you see anything out of the ordinary in your 3D design file from the S3D toolbox.
3. Any screenshots that highlight the error. This can be taken from the S3D toolbox. You can attach images and files to your support ticket.