Custom Gateway - Customer Support


Welcome to the Custom Gateway Support Portal

Here you can raise support tickets and read articles on common queries using the topic sections and search below

Customer Supplied 3d Model Guidelines

Follow

If you have your own 3D Models, we offer a service to configure them for use on the CPP, so long as the models meet our specification requirements. This document will provide a checklist of these requirements. The information is aimed at Intermediate to Advanced 3D modellers that have a good understanding of 3D processes and the associated terminology.

 

Guidelines

  1. Poly count limit is a maximum of 10,000. Any more than this will affect the initial load time of the 3D visual and therefore negatively impact performance. Less than this amount is preferable to ensure the best performance.
  2. Models should have good topology (quads ideally), with smoothing groups applied where applicable. If smoothing groups are not set, then the curved surfaces may have a faceted appearance in the 3D visual.
  3. Model dimensions should be accurate based on the product dimensions. THIS IS CRITICAL - any differences can cause problems when we configure the print functionality.
  4. Ensure the model faces the correct direction in the 3ds Max viewport - whatever orientation is in the front view will be the default load position.
  5. Ensure that the model is centred to the default grid in 3ds Max, this will mean that the model rotates around its own axis, as you would expect.
  6. The model must be unwrapped so that it has a UV Map. Please ensure that the UV map is not distorted - the shells should be 1:1. This is especially important for parts of the model that will need to be used as a Print Area. Failure to do this will result in the model file being rejected.
  7. All UV’s should be scaled relatively to ensure consistent texture quality. However, if space is limited on the UV map, any printable areas should take priority and be allocated more UV space. This will ensure the optimal resolution when images are uploaded to the 3D visual. Failure to do this may result in low image quality and therefore not meet your expectations of the software.
  8. A texture map should be created using a relevant art package (eg Photoshop etc). The texture map should be 1024x1024 pixels and supplied in PNG format. If possible, the original layered texture file should also be supplied (eg PSD). If required, we can create the texture map for you - although this will be reflected in the costs.

 

Final files required per product

1 x 3ds Max file  - v12 or prior (OBJ of FBX if other software is used)

1 x 1024 PNG UV map

1 x 1024 PNG Texture map

1 x Layered texture file (PSD)

________________________________________________________________________________________________________________________

 **Please Note**

Any user supplied content will be considered as pre-approved based on its overall aesthetics. Additionally the model dimensions will be presumed to be correct. With this in mind, please ensure that you are happy with the shape/appearance/scaling of the 3D model, and the quality of the texture map supplied. We will not amend the model geometry in any way, other than to apply the necessary materials for use on the CPP.

If the model files have a higher polycount than specified they may be rejected. In some cases we may be able to reduce the count in-house - although this will have implications on cost.

It is vital that the model is correctly scaled and the UV’s are 1:1 - failure to supply content to this specification may cause undesirable consequences. eg a mismatch between the 3D visual and the actual print output generated by the system. Alternatively, if a problem is detected prior to configuration, the model may be rejected.

Should a model file be rejected more than once - additional costs may become applicable. This is because the file has to be manually checked by our Modelling Team. If this is the case, it may be worth considering using our services to fix the UV problems so that we can proceed without further delay. This additional service will incur a cost based on the amount of work required (as generally any altered UVs then requires an updated texture map).

*Once all of these instructions have been followed, we will take the model file and configure the materials ready for export. It cannot be guaranteed that the model will display 100% correctly first time. Sometimes there may be glitching artefacts or other rendering problems due to conflicting polygons / topology that only become apparent when the model is imported into the CPP system. If this is the case, it may be required that the model files be altered and re-exported again to see if the issues can be resolved.

Was this article helpful?
1 out of 1 found this helpful

Comments