TroubleshootingIntermediate18 min

Troubleshoot Paramora Prism™

Fix common Prism installation, sign-in, entitlement, scope, export, compatibility, update and performance problems using symptom-based checks.

Paramora Prism™ is missing from the Neobuilt tab

Check table
Check	Action	Verify
Unsupported host	Confirm Navisworks Manage 2025, 2026 or 2027 is installed. Prism does not support Navisworks Freedom or Simulate.	Open Manage and check About for the product and year.
Navisworks was open during setup	Close every Navisworks window and run the current installer again.	Restart Manage and look for Paramora in the ribbon.
Per-user bundle not loaded	Use the same Windows profile that ran Setup; check Navisworks plug-in security or blocked-loader messages.	Open Prism from the restored Neobuilt ribbon command.
Damaged install	Reinstall from the verified Prism download. Do not copy bundle files between machines.	Setup completes without a locked-file or trust error.

Return to the original Prism window
Browser sign-in may complete before Prism updates its account status.
Choose Refresh account once
Wait for Prism to show the account status before starting another sign-in attempt.
Check delivery networking
Enable it in Settings if it is currently off.
Check browser or endpoint controls
Allow the system browser to open the Neobuilt account site and permit the local 127.0.0.1 callback used only for this approval.
Start a fresh flow
Close and reopen the Prism window, then sign in again. If it fails, record the exact reason shown rather than only 'login failed'.

Open account details in Prism and confirm the email, plan, licence expiry and organization are the expected ones.
Choose Refresh account while connected. Refreshing synchronises the displayed plan with your current access.
Review Devices & sessions in the account portal when the machine limit is reached, then release an old activation if authorized.
For a Pilot, academic or managed seat, ask the licence or organisation administrator to confirm that access is still active.
If offline, reconnect before the displayed grace deadline. An expired grant cannot be extended by offline grace.

Symptom table
Symptom	Likely cause	Fix and verify
Zero selected	Current selection or set resolves to no exportable items.	Select model branches or choose Entire model; verify the Review count is non-zero.
Output path error	Folder is missing, read-only, locked or the filename is invalid.	Choose a new local writable folder and filename; confirm Review shows the resolved path.
Free limit	The measured source exceeds 25 MiB or scope exceeds 10,000 elements.	Use a smaller controlled source/scope or move to an uncapped plan; verify the limit warning clears.
Unsupported combination	A schema, container, scope or target requires a capability/path that is unavailable.	Return to the safe target defaults or install/repair the required entitled component.
Current section unavailable	The native clipping path or active section cannot be proven.	Repair components or change scope only if an unclipped result is acceptable.

Save the active document as an .nwd and save all changes.
Confirm Ultra access and the Fast Export capability after Refresh account.
Read the first blocker shown by the Fast toggle; it identifies the requirement that has not been met.
Run Repair if the Fast component is missing or unavailable.
Turn Fast off explicitly to use Standard Export. Prism intentionally does not substitute Standard after a requested Fast run begins.

Symptom table
Symptom	Fix	Verify
Exactly 100 or 1000 times too large/small	Match the receiver's import unit to the Prism target unit. Remember that OBJ and STL do not encode units in a universally enforced way.	Measure a known length in the receiver.
Far from origin or unstable display	Use federation center/local origin for visualization targets, or verify the project CRS/origin and true north for coordinated output.	Compare a control point and relative model alignment.
Wrong up direction	Choose the receiver-appropriate up axis for OBJ/USD; glTF is written right-handed Y-up.	Inspect a known vertical element.
No OBJ colors	Keep the .mtl beside the .obj and enable material import.	Open the MTL-aware import path and check opacity mode.
Live overrides missing	Use Persistent overrides with Standard Export. Save appearance before Fast, which reads the NWD state.	Export a small object with a known override.

Record the active stage, detail line, time and whether Navisworks is still responsive.
For a large read or write stage, wait for the explicit timeout or error before force-closing the host.
Choose Stop export once and wait for cancellation to complete. Repeated cancellation commands do not speed cleanup.
For an update, close other Prism windows, save work and allow a requested Navisworks restart. An update never mixes partial components into the active set.
If an update reports Setup required, run the current installer. If it reports component damage, use Repair.

Prism version, Navisworks product/year and Windows version.
Plan/account state, update channel and whether delivery networking is enabled. Never include passwords or tokens.
Exact error text, first failure time with time zone, active stage and the action that triggered it.
Minimal reproduction steps, expected result, actual result and fixes already attempted.
Target format, resolved profile, scope, Standard/Fast mode, output configuration and receiving application/version.
Validation report, the copied diagnostics summary and relevant local logs if support requests them. Do not attach a customer model unless support requests a secure transfer.