Troubleshoot common problems

Keys and access

Every request answers 401 invalid_api_key

Why: The key was mistyped or cut short when it was copied, it was revoked, or the API is not yet switched on for your workspace.

Fix: Copy the key again from where you stored it, with no spaces or line breaks around it. If you no longer have it, make a new one: a key is shown only once. If the Developers page in Settings says keys are not switched on yet, ask us for access.

401 authentication_required, although a key is sent

Why: The header is not in the form Authorization: Bearer, a space, then the key. A proxy or HTTP client may also be dropping the header, for example on a redirect.

Fix: Print the request your code sends and check the header. Call the API at its exact base URL so no redirect is involved.

403 key_kind_not_allowed

Why: A publishable key, meant for the website visualizer, was sent to the API.

Fix: Use a secret key for API calls. See Authentication.

Scenes

422 when adding a scene by URL

Why: The link could not be fetched: it needs a login, has expired, does not lead to an image, or the image is larger than 30 MB.

Fix: Open the link in a private browser window. If it does not show the picture there, it will not work for us either. Upload the file instead.

The scene ends as failed, or ready with no surfaces

Why: Failed: the picture could not be read this time. Ready with only scene_lighting: no surfaces were found in it.

Fix: A failed scene: add it again in a few minutes. A scene with no surfaces: use a sharper, evenly lit picture that shows the room’s walls, floor and furniture clearly. Adding a scene is free, so try another.

429 when adding scenes, with plenty of minute left

Why: The workspace has added the most scenes a day allows through the API.

Fix: Add the rest after midnight UTC, and reuse scenes: one room can take any number of renders. See Limits and quotas.

403 storage_full

Why: Your workspace's image storage is full.

Fix: Delete scenes or images you no longer need in the app, or move to a plan with more storage in Settings, under Workspace.

Renders

422: a product fits no surface

Why: The scene has no surface of the kind the product goes on: a floor product in a picture that shows no floor, for example.

Fix: Choose a scene that has that kind of surface, or name a surface with surface_id. See Products and surface types.

422: a product can't go on that surface

Why: The surface_id names a surface of the wrong kind for the product, such as a wallcovering on a sofa.

Fix: Pick a surface whose type suits the product, or leave surface_id out.

422: the scene's surfaces have not been found

Why: The scene is still analyzing, or its analysis failed.

Fix: Wait for the scene to be ready before rendering into it. See Poll for results.

404 for a scene or product you can see in the app

Why: The key belongs to a different workspace from the one you are looking at.

Fix: Call Retrieve your account to see which workspace the key is for.

A render stays queued for a long time

Why: Renders are worked through a few at a time, so in a big batch the later ones wait for the earlier ones.

Fix: Keep polling on a gentle schedule: it will start once the renders ahead of it finish.

upscale_status says unavailable

Why: The render asked for an upscale, but upscaling is not available, so it completed at its full rendered resolution.

Fix: Nothing to fix: the render and its credit are as normal. See Upscaling.

An image link stopped working

Why: Image links are signed and expire, after at least 30 days.

Fix: Fetch the render again for a fresh link, and download images as soon as they complete. See Image output and links.

Credits and charges

402 insufficient_credits

Why: The workspace does not have enough credits for every render in the request. Nothing was charged.

Fix: Send fewer renders, wait for your credits to renew, or move to a larger plan in Settings, under Workspace.

A retry seems to have charged twice

Why: The first request reached us, and the retry was sent without the same Idempotency-Key and body.

Fix: Send an Idempotency-Key with every render request from now on. Cancel any duplicate renders still queued to get their credits back.

409: an Idempotency-Key is still being processed

Why: The first request with that key has not finished yet.

Fix: Wait a few seconds and send it again, with the same key and body.

Website visualizer

The visualizer does not appear, or says it is not available

Why: The page's website is not listed on the publishable key, the key was revoked, or the visualizer is switched off in Settings.

Fix: List the exact website, such as https://shop.example.com, on the key. See Allowed websites.

Shoppers see your button instead of the visualizer

Why: The visualizer cannot make more pictures right now: its monthly limit is reached, the workspace is out of credits, or it is not open yet for your workspace.

Fix: Check the visualizer’s limits and your credits. Settings, under Developers, also says when anything is outstanding before the visualizer can open. See Visualizer settings and limits.

Still stuck

Email admin@skipshoot.com with the request you sent (without the key), the status and the error you got back, and the render or scene id if there is one.