Troubleshooting

Common issues and how to fix them. If your problem isn't listed here, contact support.

Photo won't upload

Symptoms: Nothing happens when you drop or select a photo, or you see an error message.

Fixes:

Check the file format — Lumineer supports JPEG, PNG, WebP, and HEIC (iPhone). Other formats like BMP, TIFF, or RAW are not supported. Convert to JPEG first.
Check the file size — While Lumineer compresses photos automatically, extremely large files (50MB+) may time out during upload. Resize your photo before uploading if it's from a high-resolution camera.
Try a different browser — Lumineer works best on Chrome, Edge, Safari, and Firefox. If one browser isn't working, try another.
Check your connection — Photos are uploaded to the cloud. A slow or unstable connection can cause uploads to fail.

Design won't save

Symptoms: You see "Save failed" (red text) in the save indicator, or changes aren't persisting between sessions.

Fixes:

Check your internet connection — Auto-save requires an active connection. If you're offline, changes are tracked locally but can't sync until you're back online.
Wait and retry — Temporary server issues usually resolve within a few minutes. Make another small edit to trigger a new save attempt.
Don't close the tab — If you see "Saving...", wait for it to turn green ("Saved") before closing. Closing mid-save can lose the current batch of changes.
Browser storage — For new designs that haven't been saved to the cloud yet, Lumineer stores a backup in your browser. Clearing browser data or using incognito mode may prevent this fallback from working.

AI scene generation failed

Symptoms: The loading overlay appears but eventually shows an error, or the scene doesn't look right.

Fixes:

"Failed to generate scene" — This usually means the AI service is temporarily unavailable. Wait a minute and try again. Your credit is not consumed on failures.
Scene looks wrong or distorted — The AI preserves your house structure but occasionally produces imperfect results. Click "Regenerate" to try again (uses 1 credit). Different generations of the same preset can vary.
Photo must be uploaded — The AI needs an HTTP URL to process your photo. If your design was created before the photo storage update (April 2026), try uploading the photo again by creating a new design.
"Free scenes used" — You've used all 3 free AI scene credits. Upgrade to Pro for unlimited scenes, or use the free Dusk preset (which is always available).

Lights look wrong after zoom

Symptoms: Lights seem too big, too small, or misaligned after zooming in or out.

Fixes:

This is normal behavior — Lights scale with zoom. When you zoom in, bulbs get larger (proportional to the house). When you zoom out, they shrink. There's a minimum size floor so they never disappear entirely.
Calibrate if you haven't — Without calibration, Lumineer estimates the scale. Lights may look disproportionate. Use the ruler tool to set an accurate measurement (see Calibrate measurements).
Check your PPI — If calibration seems off (lights are way too big or too small), the measurement might be wrong. Click the calibration badge in the bottom-left corner and re-enter the correct value.

Lights are in the wrong position

Symptoms: Lights don't align with the roofline or feature you drew them on.

Fixes:

Edit the control points — Select the strand (A tool), then drag the white handle circles to realign with the roofline. Lights recalculate in real-time.
Delete and redraw — Sometimes it's faster to select the strand, press Delete, and draw a new one with more precise point placement.
Zoom in first — Drawing at higher zoom gives you more precision. Zoom into the section you're tracing, place points carefully, then zoom back out.

Browser compatibility

Lumineer works best on modern browsers with good canvas support:

| Browser | Status | |---------|--------| | Chrome (latest) | Fully supported | | Edge (latest) | Fully supported | | Safari (latest) | Fully supported | | Firefox (latest) | Fully supported | | Mobile Safari (iOS) | Supported — use bottom sheet sidebar | | Chrome Android | Supported | | Internet Explorer | Not supported |

For the best experience, use a desktop or laptop with a screen width of 1025px or wider. Tablet and mobile are supported but offer a simplified toolbar and sidebar layout.

Still need help?

Contact support with a description of your issue and what you've already tried. Include your browser name and version if possible.

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