Support and troubleshooting
myVR error reporting system
myVR applications have a built-in error reporting tool. If you experience a serious application error, an error report will automatically be generated. By pressing "Send" this report will be sent to myVR Software by e-mail and will help us detect and fix the issue, as well as improving the overall application quality. No personal or otherwise identifiable information will be sent as part of this report.
myVR Software products and Internet communication through firewalls.
myVR Security
The myVR solution is a client/server based solution comprising of myVR clients (myVR NetView, myVR NetView ActiveX and myVR ProView), and the myVR Server is designed so that users can view 3D VR models from anywhere while seamlessly ensuring that corporate data models are protected against attack.
myVR Encryption
The myVR Solution uses PKI (Public Key Infrastructure) encryption methods for password validation and cryptographic keys (2048 bit RSA). When 3D models are published to a myVR server they are encrypted using symmetrical block ciphers (DES-EDE2 & HMAC/SHA-1), to ensure that the corporate data model integrity is fully protected and the solution is designed so that the 3D model data remains encrypted during transit over the Internet and can only be decoded and displayed by a myVR client application. The myVR Solution is designed to fully preserve the integrity, confidentiality, and authenticity of your corporate 3D model data from start to finish.
Internet and Firewalls
myVR clients require a connection to a myVR server to be able to view 3D models over the Internet.
The optimal communication method for streaming myVR data is a direct TCP/IP connection, but if your computer is located behind a proxy and/or firewall you might experience problems with using port 443, which must be open for inbound and outbound communications. As the communication is outbound only - your network remains secure. If network and/or security issues prevent you from using a direct TCP/IP connection you can switch to using a HTTP connection, which will resolve any proxy/firewall issues, while still offering excellent streaming performance.
This
can be done from the myVR Preferences dialog, which
offers the following settings:
Preferred connection
method
- allows you to specify which connection method the myVR
Viewer should use from the following options:
“Auto
detect” - This setting will first try a direct TCP/IP connection to a myVR Server, and if an immediate connect does not work it
will try HTTP in parallel, before selecting the first successful connection
type automatically for you. This is the default setting.
“Direct
Internet TCP/IP connection” - This option will use TCP/IP as the communication
method with the myVR Server, however if the
connection is unsuccessful due to e.g. temporary network issues it will attempt
to connect using HTTP instead.
“HTTP
Connection” - This option will use HTTP as the communication protocol with the myVR Server, however if the connection is unsuccessful due
to e.g. temporary network issues it will attempt to connect using TCP/IP
instead.
“Only
use the preferred method” - This checkbox option will prevent alternate
connection method switching for the Direct Internet TCP/IP and HTTP Connection
options if checked. This option has no effect for the Auto Detect option.
White Listing
Due to corporate security policies that may be in place in your organization you might need to white list the myVR Server to provide access to your employees.
You can whitelist the myVR server by adding the following the server name to the list:
3d.myvr-software.com
Also, port 443 usage must be authorized for the myVR application.
If you still experience the following myVR application error "Error # 7, could not open a network connection to the remote host"
then it's possible that your workstations are located behind a corporate web-proxy gateway so that the required direct TCP/IP access to the Internet is not available. This can be caused by any of the following reasons:
1. The workstation has no valid network route from itself to the target network, check that default gateway is defined either by manual TCP/IP settings or by DHCP. You can use the command 'ipconfig' at the command prompt to check this.
2. There is something blocking outbound TCP connections from the workstation to port 443 on the target network, check your router/firewall configuration.
3. The workstation has access to the default gateway but the local network is not routable (using a private network 10.X.X.X, 192.168.X.X etc), and the router/firewall is not configured to provide NAT (network address translation), again check your router/firewall configuration.
As an indicator when number 2 is the problem there is usually (but not always) a significant delay before your get Error # 7 due to the fact that most firewall just drops unwanted packets instead of replying with a reject. If 1 or 2 is the problem you usually get Error #7 immediately.
myVR Communication Protocol
myVR uses a highly optimized and proprietary communication protocol for streaming 3D model data securely over the Internet in encrypted form. To ensure an efficient and secure streaming of 3D model data we do not use common protocols such as HTTP, HTTPS, or FTP, and thus it’s important that myVR data traffic is not routed through a proxy, which commonly is done for regular web traffic.
Troubleshooting
If you're experiencing problems, please first check that you have latest drivers for your graphics board. Graphics Card Driver Links:
myVR Viewer Settings
In some situations myVR Viewer can not automatically detect the best settings for your graphics system. These settings can be adjusted from the dialog box “Preferences”.
Texture memory
The program automatically detects available texture memory and allocates 75% of this. If you experience problems or if you have a graphics board with "shared" memory, we recommend a much lower value.
OpenGL Options
If you experience application error(s) messages 19, 20 or 21, please try the following:
- Download and install the latest graphic board drivers for your graphics card from the manufacturer.
- Ensure that your graphic card supports OpenGL V 1.2 or later.
- Change the Geometry buffering method under OpenGL settings in the “Preferences” dialog box.
Graphics Card Driver links:
Below is a set of links to the most common producers of graphics card systems.
If you have a laptop, please also check the manufacturers online support section for updated drivers.
If you have a laptop, please check the manufacturers online support section for updated drivers.
For ATI-branded display cards: http://mirror.ati.com/support/driver.html
Desktop computers with Intel Graphics
Intel® 82915G/82910GL Express Chipset Family
Intel® 82865G Graphics Controller
Intel® 82845G Graphics Controller
Laptop computers with Intel graphics
Mobile Intel® 945GM Express Chipset Family
Mobile Intel® 915GM/GMS, 910GML Express Chipset Family
Intel® 82852/82855 Graphics Controller Family
Intel® Embedded Graphics Drivers
For other graphics systems from Intel, please check Intel web support page
Known problems
Invalid access to memory location
If you experience this dialog box during installation or when you start myVR Viewer,
it is likely that you have installed the Autodesk DWF writer. The Autodesk DWF writer replaces the MS Windows OpenGL.dll with its own and this DLL does not act according to the standard.
To fix the problem, uninstall the Autodesk DWF writer.
If you experienced this error message during installation, please re-install the myVR application.
If you experienced this error message after installation of the DWF writer when starting the myVR Viewer application, please uninstall the DWF writer using add/remove programs in the control panel.