Common Issues

This guide covers the most frequently encountered issues and their solutions.

App Won't Start

Symptom: Double-click the icon and nothing happens, or the app closes immediately.

Solutions:

1. Install or Repair WebView2
2. 360 Hextile requires Microsoft Edge WebView2 to render its interface.
3. Download the Evergreen Runtime from: https://developer.microsoft.com/en-us/microsoft-edge/webview2/
4. Or run: winget install Microsoft.EdgeWebView2Runtime

5. Restart the app after installation.

6. Update Your NVIDIA Driver

7. Outdated drivers can prevent the GPU backend from initialising.
8. Download the latest Game Ready or Studio driver from https://www.nvidia.com/Download/index.aspx

9. Restart your computer after installation.

10. Run as Administrator

11. Right-click the 360 Hextile shortcut and choose Run as administrator.

12. This resolves permission issues on some Windows configurations.

13. Check Windows Event Viewer

14. Press Win + R, type eventvwr.msc, and press Enter.
15. Navigate to Windows Logs → Application.
16. Look for error entries timestamped around when the app crashed.

17. The error message will point to the root cause.

18. Check Application Logs

19. Logs are stored at %APPDATA%\360-Hextile\logs\
20. Open app.log and look for the last error before the crash.

License Activation Errors

"Activation limit reached"

Your license has been activated on the maximum number of machines. To activate on a new machine:

1. Open 360 Hextile on one of your existing activated machines.
2. Go to Settings → License.
3. Click Deactivate to free up that activation slot.
4. Return to the new machine and activate again.

If you no longer have access to your old machine (e.g. it was replaced), contact support at https://360hextile.com/support and we can reset your activations.

"Invalid license key"

• Check for typos — the key is case-sensitive.
• Copy and paste the key directly from your purchase confirmation email.
• Ensure there are no leading or trailing spaces.

"Server unreachable" / "Could not connect to license server"

• Check your internet connection.
• If you are behind a corporate firewall or VPN, try disabling it temporarily.
• The app requires outbound HTTPS (port 443) access to 360hextile.com.
• Try again after a few minutes — the server may be briefly unavailable.

Model Download Failures

Symptom: The app starts downloading a diffusion model but fails partway through, or no models appear in the model list.

Solutions:

1. Check Internet Connection
2. Models are downloaded from HuggingFace Hub.

3. Ensure you have a stable connection. Large models (2–7 GB) require patience.

4. Check Disk Space

5. Models require significant storage. Ensure you have at least 10 GB free on the drive where 360 Hextile stores its data.

6. The default model directory is shown in Settings → Models.

7. HuggingFace Authentication (Gated Models)

8. Some models such as Stable Diffusion 3.5 require a HuggingFace account and acceptance of their license terms.
9. Visit https://huggingface.co/stabilityai/stable-diffusion-3.5-large and accept the license.
10. In 360 Hextile go to Settings → Models and enter your HuggingFace access token.

11. Then retry the download.

12. Retry the Download

13. Go to Settings → Models, find the failed model, and click Download again.
14. Interrupted downloads are resumed automatically.

Gallery Upload Issues

Symptom: Uploading a render to the 360 Hextile Gallery fails or times out.

Solutions:

1. Check License Status
2. Gallery publishing requires an active Standard or Pro license.

3. Go to Settings → License and verify your license is activated and valid.

4. Check Internet Connection

5. Gallery uploads go to gallery.360hextile.com. Verify you have a working internet connection.

6. Large Files Take Time

7. High-resolution 360° panoramas (8K–16K) can be 50–200 MB.

8. The upload progress bar will be visible in the Publish panel. Allow several minutes on slower connections.

9. Check the App Logs

10. If the upload fails with an error, the full error message is in %APPDATA%\360-Hextile\logs\app.log.

Processing Issues

Out of Memory Error

Error: CUDA out of memory or RuntimeError: CUDA error

Solutions:

1. Use a Smaller Template
2. Switch from 44_4K → 32_3K → 20_2K.

3. Smaller templates require significantly less VRAM.

4. Use Sequential Mode

5. In the Generation panel, switch from Batch to Sequential mode.

6. Processes one tile at a time — lower VRAM, slightly slower.

7. Close Other GPU Applications

8. Close Chrome, games, video editing software, or any other apps using the GPU.

9. Check GPU memory usage with nvidia-smi in a terminal.

10. Reduce Batch Size

11. In Settings, reduce the tile batch size to trade speed for memory.

Processing Stalls

Symptom: Processing freezes at a specific tile and does not advance.

Solutions:

1. Check GPU Temperature
2. Open a terminal and run nvidia-smi.
3. If temperature is above 85°C, thermal throttling may be causing stalls.

4. Improve case airflow or clean GPU heatsink.

5. Restart 360 Hextile

6. Close the app completely from the system tray, then reopen it.

7. The Renders tab shows your previous render — you can resume or restart it.

8. Check Application Logs

9. Look at %APPDATA%\360-Hextile\logs\app.log for error messages near the time of the stall.

Seams Visible in Output

Symptom: Visible lines or borders between tiles in the final image.

Causes & Solutions:

1. Strength Too High
2. Reduce Denoising Strength from 0.7 → 0.3–0.5.

3. Less AI modification produces better blending at tile boundaries.

4. Wrong Template for Input

5. Ensure you are using a template appropriate for your input resolution.

6. Mismatched templates produce alignment issues at tile edges.

7. Inpaint Masks Missing or Corrupted

8. Go to Settings → Templates and re-download the affected template.

Poor Quality Results

Symptom: Output looks worse than input, or has artifacts.

Solutions:

1. Adjust Denoising Strength
2. Too low (< 0.2): Almost no enhancement.
3. Too high (> 0.8): Over-processed, loss of detail.

4. Recommended sweet spot: 0.3–0.5.

5. Improve Your Prompt

6. Be descriptive about the style and quality you want.

7. Example: photorealistic, enhanced details, vibrant colors, sharp

8. Increase Diffusion Steps

9. Increase from 20 → 40–50 steps for higher quality.

10. More steps take longer but produce better results.

11. Check Input Quality

12. Input should be a high-resolution equirectangular panorama.
13. Minimum recommended: 4096×2048. Ideal: 8192×4096.

GPU Not Detected

Error: No CUDA-capable device found

Solutions:

1. Update NVIDIA Drivers
2. Download the latest drivers from https://www.nvidia.com/Download/index.aspx

3. Install and restart your computer.

4. Verify the GPU is Recognised by Windows

5. Open Device Manager (Win + X → Device Manager).

6. Expand Display adapters — your NVIDIA GPU should appear without a warning icon.

7. Run nvidia-smi

8. Open a terminal (PowerShell or Command Prompt) and run nvidia-smi.
9. If this fails, the driver is not installed correctly.

Error Messages

"Template not found"

Cause: The selected template has not been downloaded yet, or was deleted.

Solution: - Go to Settings → Templates and download the required template. - Template names are case-sensitive — ensure the correct one is selected in the Generation panel.

"Invalid image dimensions"

Cause: The input image is not in equirectangular (2:1) format.

Solution: - Check the image dimensions — width must be exactly 2× the height. - Valid: 4096×2048, 8192×4096, 16384×8192. - Invalid: 1920×1080, 2048×2048, 3000×2000.

"Diffusion model not found"

Cause: The selected diffusion model has not been downloaded.

Solution: - Go to Settings → Models and download the required model. - Models are downloaded once and reused for all subsequent renders.

Performance Issues

Slow Processing

Symptom: Renders take much longer than expected.

Solutions:

1. GPU Throttling
2. Check GPU temperature with nvidia-smi — should be below 80°C.

3. Improve case ventilation or clean GPU heatsink fins.

4. Close Background Applications

5. Other GPU-accelerated apps compete for VRAM and compute.

6. Close browsers, games, and video software during long renders.

7. Use Faster Storage

8. The render working directory should be on an SSD, not a slow HDD.

9. Change the render directory in Settings → Output.

10. Reduce Diffusion Settings

11. Lower step count (50 → 30) for a faster result at slightly lower quality.
12. Use a smaller template if VRAM is not the bottleneck.

High Memory Usage

Symptom: System runs out of RAM during rendering.

Solutions:

1. Increase Virtual Memory (Windows)
2. Go to Settings → System → About → Advanced system settings → Performance → Settings → Advanced → Virtual memory.

3. Set the paging file to 16 GB or more.

4. Close Other Applications

5. Browser tabs and background software consume RAM that the renderer needs.

Getting More Help

If your issue is not listed here:

1. Check Application Logs
2. Desktop app logs: %APPDATA%\360-Hextile\logs\

3. The app.log file contains full error traces.

4. GPU Diagnostics

5. Open PowerShell or Command Prompt and run nvidia-smi.

6. This shows driver version, VRAM usage, temperature, and GPU load.

7. Search Documentation

8. Use the search bar at the top of this page.

9. Check the FAQ for quick answers.

10. Contact Support

11. Submit a support request at https://360hextile.com/support
12. Include your app version (Help → About), GPU model, and the relevant log excerpt.

Preventive Measures

Before Processing

• Check GPU temperature is below 75°C
• Close unnecessary applications to free VRAM
• Verify sufficient disk space (10 GB+ free)
• Test with a small template first on unfamiliar inputs

Regular Maintenance

• Clear old render folders periodically to reclaim disk space
• Update GPU drivers when new versions are available
• Check for 360 Hextile updates via Help → Check for Updates
• Monitor GPU health with nvidia-smi if you notice slowdowns

Still having issues? Check GPU Setup or Performance Tips, or contact support at https://360hextile.com/support