Troubleshooting

Problem: When you launch PlanogramBuilder, you see an error message starting with: “Connection error: UNAVAILABLE”

Explanation: This message means something is blocking the connection between your computer and our servers, typically a proxy, firewall or some other system software.

Solution: provide your IT with the following instructions:

PlanogramBuilder uses a gRPC service located at https://planoservice.zvisuel.com.

HTTP/2 must be enabled and with a proxy server it may be required to remove the above URL from https inspection.

If applying the above steps does not solve the problem, please contact us with a screenshot of the complete error message at planogrambuilder@zvisuel.com.

Problem: It takes forever to open projects, to upload pictures or to export the database.

Explanation: You may have a slow Internet connection to our servers.

Solution: You can test your connection speed to our server at https://planogrambuilder.zvisuel.com/downloads/speedtest/

If the reported speed is lower than 5 Mbits/s, it is normal that PlanogramBuilder takes a long time to upload and download items.

Tip: Try to avoid working with a slow connection if possible: for example, switch from Wi-Fi to Ethernet connection whenever it is available.

Problem: I've tried to upload an image of a product, but the preview shows a white object (or it still shows the old picture).

Solution:

In Database, click on the line of the product in the list to refresh the 3D preview.