SUPPORT & CONTACT
3D Model Viewer
Power BI Custom Visual
OBJ · STL · PLY · FBX · glTF · GLB · IFC
Primary Contact
Developer
Abdalla Dabes, P.E, PSP, PMP
AbdallaDabes@AbdallaAIsolutions.onmicrosoft.com
Organization
Abdalla AI Solutions
Support Hours
Standard
Monday – Friday, 9:00 AM – 5:00 PM (UAE Time, GMT+4)
Urgent
Best-effort response within 24 hours
After Hours
Emails addressed on the next business day
Response Times
Issue Type
Target Response
Critical Issues
1 business day acknowledgment
Technical Problems
2–3 business days resolution
General Questions
1–2 business days response
Feature Requests
3–5 business days evaluation
Support Services
Technical Support
• Visual not rendering or showing a blank scene after the model is loaded
• 3D model file (OBJ, STL, PLY, FBX, glTF, GLB, or IFC) failing to load, or loading with missing or garbled geometry
• Model appears very small, off-centre, or outside the visible viewport after load
• Element IDs in the data table not matching elements in the loaded model; rows ignored or geometry shown in the unmatched style
• IFC models missing expected IFC Type, Name, Tag, Description, Level, Area, or Volume values in tooltips or the Copy IDs export
• Category colours from the Data Colors card not applied to the corresponding model elements
• Unmatched colour or unmatched opacity settings not taking effect on elements without data
• Legend not appearing, not positioning correctly, or not filtering the model when an entry is clicked
• Tooltips not showing on hover, or showing unexpected fields
• Orbit, pan, or zoom not responding even though enabled in the Interaction card
• Highlight opacity not dimming unselected elements during a selection
• Selection not cross-filtering other visuals on the same report page
• Right-click not opening the Power BI context menu on a clicked element
• Background colour, grid, or axes toggles not applying in the Scene card
• Copy IDs button missing, disabled, or producing empty output
• Diagnostic bar reporting errors such as "⚠ embed error", "✗ restore failed", or "⚠ file too large to embed"
• Upload area reappearing after reopening the report, even though a model was previously saved
• URL-based model loading returning HTTP errors, CORS errors, or authentication prompts
• SharePoint, OneDrive, or Azure Blob model URLs failing to download
• Performance issues with very large models (high triangle counts or deep hierarchies)
• Visual not loading when a URL is provided through the Model URL Field data role
General Inquiries
• Questions about the supported formats and which format to export from your authoring tool
• Guidance on matching Element IDs between Power BI data and model objects (IFC GlobalIds, OBJ/FBX/glTF node names)
• Best practices for extracting and preparing IFC property sets for use in Power BI
• Recommendations for reducing model size to fit within the embedded-file limits
• Guidance on hosting 3D models on SharePoint, OneDrive, Azure Blob, or other HTTPS endpoints for URL-based loading
• Cross-filter setup with Power BI slicers and other visuals on the same report page
• Formatting and layout recommendations for executive, BIM, facilities-management, and asset-tracking dashboards
• Compatibility verification across Power BI Desktop and Power BI Service versions
• Using the Copy IDs export to build the source data table that drives the Visual
Feature Requests
• Additional 3D file-format loaders (.3dm, .step, .dae, .dwg, .dgn, .rvt export)
• Section-cut, exploded-view, or X-ray display modes
• Measurement, annotation, and dimensioning tools
• Named camera views, view bookmarks, and guided walkthroughs
• Transparency, wireframe, or edge-overlay rendering styles
• Gradient- and rule-based colouring driven by numeric measures rather than categories
• Per-level or per-discipline filtering for IFC models
• Lighting, shadow, and environment-map controls
• Screenshot export, high-resolution image capture, or PDF export of the current view
• Additional tooltip template options and custom field formatting
When Contacting Support, Please Include
Diagnostic Information
• Power BI Desktop version (Help → About)
• 3D Model Viewer version (visible in the diagnostic bar when enabled — currently v7)
• A clear description of the issue and the exact steps required to reproduce it
• Screenshots of the Visual at the time of the issue
• The full text of any message shown in the diagnostic bar (the line that starts with "v7 | ...")
Model File & Data Details
• File format (OBJ, STL, PLY, FBX, glTF, GLB, IFC) and approximate file size in MB
• Approximate triangle and vertex count, if known (available in the Copy IDs export)
• For IFC models: the authoring tool used to export (Revit, ArchiCAD, Tekla, Navisworks, etc.) and the IFC schema (IFC2x3 or IFC4)
• Whether the model was loaded via the Choose File button or via a URL (and the type of URL host, without the URL itself if sensitive)
• Whether a Model URL Field data role is being used to drive loading from a column
• Whether the Element ID data role is mapped and a sample of the values used
• Whether a Category field is mapped, and roughly how many distinct categories are present
Environment
• Power BI Desktop or Power BI Service
• Browser name and version (if using Power BI Service) — Edge, Chrome, Firefox, Safari
• Operating system (Windows 10, Windows 11, macOS 13/14/15)
• Whether the report is published to a shared workspace or viewed locally
• Whether Row-Level Security, sensitivity labels, or DLP policies are applied to the dataset
Including the above details allows us to reproduce the issue quickly and provide an accurate resolution without additional back-and-forth.
PRIVACY TIP
Please do not send proprietary or commercially sensitive model files over email. Where possible, describe the issue with a screenshot and a small, non-confidential test model that reproduces the behaviour. If a real file must be reviewed, we will arrange a secure delivery channel appropriate to your organisation's policies.
📄 Click here to download the manual
End of Support & Contact Document