Opening a 3D model file and encountering error messages can be frustrating, but most issues have simple solutions. This guide outlines the most common problems and how to resolve them quickly.
Missing DLL error message or file requires third-party plug-in message
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Click here for common solutions
A third-party plugin or application may be required.
If a model requires a third-party plugin, the artist should state this in the product description. If you are using the required plug-in, please see below. If you are receiving a missing DLL error message and the artist does not state that a third-party plug-in is required, please contact our support team via our support messenger.You have the required plugin or application and are still receiving the error message.
If a model is using a third-party plugin, it must be enabled in order for the materials to show correctly. Some plugins are available by default within certain programs. However, some of these may need to be enabled with the software in order for the model to open properly.
VRay-specific error messages
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Click here for common solutions
VRay is a third-party renderer often used within 3D software applications. Artists can install VRay as a plug-in to their 3D software to render scenes and create materials. It is not included with any 3D application and must be purchased separately.
That said, TurboSquid does not expect customers to purchase VRay in order to use the models they buy—unless the product description explicitly states
Change the default renderer.
You can safely remove references to VRay by changing the current renderer to the software's default renderer. If error messages persist, then you will need to change the materials within the scene to standard materials that do not reference VRay. Doing so will not damage the model or scene in any way, but might cause the scene to render differently than in the thumbnails shown. If removing VRay references makes the model unusable to you, please contact TurboSquid support.
Texture/material errors when opening or rendering the model
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Click here for common solutions
Check to see if there is a separate texture and material archive/folder that you must download.
Sometimes artists will upload files and textures into a separate download archive/folder. They may also include textures in other archive folders for one of the other available formats. Please visit our How to download model texture article for instructions on how to find textures in a separate download archive.Check to see if the the textures are available through the product's preview page.
If the files in question are not available with the rest of the downloadable files, it is possible that the artist uploaded these as a promotional download. You can find promotional downloads on the model’s full preview page under the Previews section. Please visit our How to download model texture article for instructions on how to find textures on the product preview page.Check to see if the textures are applied using an absolute path.
If you receive a missing texture/file error message, this may be a result of the texture files using an absolute path rather than a relative or stripped one. Try stripping or localizing the paths of several of the textures to see if this resolves the issue.
I have tried all of the above, and I am still having an issue.
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Click here for common solutions
If none of the above apply or you need further assistance, please contact our support team through our support messenger. To help us resolve your issue as quickly as possible, be sure to include as many relevant details as you can. Helpful details include:
1. The name and version of the 3D application you’re using;
2. A detailed description of the issue and of any error messages you have received;
3. Which file format(s) you have tried;
4. Screenshots of the error (if possible);
5. Any troubleshooting steps you’ve already taken.
We’re here to make sure you can use your model successfully. Don’t hesitate to reach out!