Troubleshooting

Yes, they are the same product. We updated the names of all our products to help everyone better understand what they do and the relationships between them.

For more information, check out The Evolution of Hololight Rebranding.

Opening Hololight Space on your Windows-based computer only starts the Hololight Space server. With Hololight Space open, your computer is now the server machine, and there you have access to the server control panel which has some great features. However, in order to view and manipulate 3D models with Hololight Space, you need to connect to the server with a supported device running the Hololight Space client.

Many factors can affect using Hololight Space. Here are some of the most frequent causes of instability:

When you use Hololight Space, you run the application on a server machine and connect to it and use it using a device running the Hololight Space client. Since Hololight Space is running on the server machine, you need to make sure that you store your 3D model files in the correct folder on that Windows-based machine.

Starting with Windows 10, you can find the 3D Objects folder at “C:\Users{Username}\3D Objects”. If the folder doesn’t exist there, you can create it yourself. You can only load 3D model files you store in this folder in Hololight Space.

Hololight Space supports the vast majority of 3D model rendering features, but there are some features that won’t show up in the application. If your models aren’t appearing correctly and you aren’t sure why, contact support@holo-light.com.

When you select an object to load, a cube appears called the loading cube with a small version of the 3D model you selected visible inside the cube. 3D models in the loading cube are just to show you that you selected the correct model. Select the Preview button, which has an eye symbol, on the loading cube to preview what the 3D model will look like when you select the Place button, which has a checkmark symbol, to place the model. If you don’t like how the model will look according to the preview you can adjust the orientation and scale of the object using the options on the loading cube. You can also change this after you place the object using the different Interaction panels.

If you want to change the defaults of the 3D model, you will need to go back and change it in the appropriate 3D modeling software.

Double check to make sure you exported the model correctly as the appropriate file type.

Some file formats, for example glTF, require additional texture files in the same folder as the 3D model file. If these texture files are not available, the file will be missing textures. Usually the model is entirely white or gray.

If the 3D model should not be visible, this is probably due to the scaling. Either the model is too big or too small. Before placing the loading cube, select the Preview button, which has an eye symbol, to try and figure out why the object won’t appear. Try alternating between adjusting the scale on the loading cube and using the preview button to get the model to a viewable size.

Hololight Space supports English, German, and Japanese. We will add more languages as needed.

Update your graphics card drivers on your server machine.

Only the HoloLens 2 and Magic Leap 2 can scan QR codes in order to align the origin in Hololight Space. Only HoloLens 2 can use a QR code to connect to a server. Other devices don’t support this with Hololight Space. If you are using a supported device, try the following to successfully scan.

Connection issues can pop up for a number of different reasons.

There is a version of the Hololight Space client for Microsoft HoloLens 2, Meta Quest 2, Meta Quest Pro, Meta Quest 3, and Magic Leap 2.

Hololight Space Spectator is available for iPad Pro.

We are constantly researching and developing new versions of the Hololight Space client for new devices. We direct our attention based on whether a device can deliver an excellent experience and use cases for our customers.

If the installation fails, please make sure to remove any previous installations of Hololight Space from your HoloLens 2. If there are multiple user accounts on the HoloLens, you can also try to uninstall the application with each account if possible.

If you are still having issues, connect to your HoloLens 2 with Windows Device Portal to check for any Hololight Space applications that may still be on the device and remove them using Windows Device Portal.

Hololight Space LT is the standalone version of Hololight Space. This means you can download and use Hololight Space LT on a HoloLens 2 without needing to connect to a Hololight Space server running on a computer.

However, in this case the HoloLens 2, which isn’t as powerful a server machine running Hololight Space, is instead doing all the work. This means larger more complex 3D models will negatively impact performance in ways it wouldn’t using Hololight Space running on a server machine.

We will not update Hololight Space LT going forward. Instead use Hololight Space and the Hololight Space client for the most up-to-date Hololight Space experience.

If you find a bug, send an email with a description to support@holo-light.com. Be very descriptive. Include which product and version of the product you found the bug in. Try to describe the bug and the circumstances in which it occurs as accurately as possible. Screenshots and videos are also very welcome.