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Troubleshoot scenes and 3D data

You may encounter the following issues when working with scenes, hosted scene layers, or 3D data in the portal website. Possible solutions to these common issues are proposed.

Scene Viewer

Hosted scene layers

Scene cache management

Scene Viewer

Point symbols and labels do not appear in the scene.

Some devices automatically switch between integrated graphics and dedicated graphics cards to render 3D graphics. Scene Viewer (and scene-based apps) work best with a dedicated graphics card; therefore, in your graphics card driver settings, make sure the per-application settings for your web browser are set to the dedicated graphics card. How you configure per-application settings for your graphics card will vary depending on the type and version of graphics card driver you use.

My elevation layer doesn’t display correctly in the scene.

If you see benching (a step-like appearance of the elevation surface) in your elevation layer created from a cached elevation image service, you may need to lower the compression value and maximum error of the service when you publish to better match the resolution of the elevation data.

My scene does not display layers in the same order as shown in the Contents pane.

Scene Viewer has a built-in hierarchy for ordering layers. The viewer displays your layers in the order listed below. Within each of these groups, you can order the layers in the scene.

  1. 3D-enabled layers—This includes 3D data with z-values and 2D data that has Elevation mode set to Relative to ground or Absolute height.
  2. Next, Scene Viewer displays dynamic map services and 2D feature layers with Elevation mode set to On the ground.
  3. Finally, Scene Viewer displays hosted tile layers and cached map services.

For example, a dynamic layer of hurricanes always displays on top of a cached map service (tile layer) of population density even if the hurricane layer is at the bottom of Contents.

My layers aren't supported in Scene Viewer.

Often layers are released in ArcGIS Online before ArcGIS Enterprise. Here are Scene Viewer layer types with release information for ArcGIS Enterprise and ArcGIS Online.

LayerArcGIS Enterprise versionArcGIS Online release

Scene layer: voxel


March 2022

Open Geospatial Consortium (OGC) Web Feature Service (WFS)


September 2021

Scene layer: building


December 2018

Open Geospatial Consortium (OGC) Web Map Service (WMS)


September 2017

Open Geospatial Consortium (OGC) Web Map Tile Service (WMTS)


December 2016

Scene layer: point cloud


December 2016

Vector tile layer


December 2016

Scene layer: integrated mesh


June 2016

Scene layer: point


November 2015

Scene layer: 3D object


March 2015

Elevation layer


March 2015

Feature layer


March 2015

Imagery layer


March 2015

Map Image layer


March 2015

Tile layer


March 2015

My layer is only partially drawn.

A layer may have too many features for Scene Viewer to display at one time due to performance reasons. When this occurs, a message appears in Scene Viewer warning that the layer is only partially drawn. To see the omitted features, zoom in and move around the scene.

3D symbology affects the number of features shown. Also, changing to complex 3D symbols, such as from cubes to trees, can cause fewer features to be drawn since trees require more vertices to be rendered.

Learn more tips to improve scene performance

Neither my gamepad nor SpaceMouse device navigates in Scene Viewer.

Scene Viewer supports navigation for most gamepads and 3Dconnexion SpaceMouse devices. Support for navigation with devices other than a standard mouse depends on the operating system, browser, and device. The following are the supported devices by operating system and browser:


  • Chrome—Gamepad (Xbox 360, Xbox One, PlayStation 4); 3Dconnexion SpaceMouse
  • Firefox—Gamepad (Xbox 360, Xbox One)
  • Edge—Gamepad (Xbox 360, Xbox One)


  • Chrome—Gamepad (Xbox 360, Xbox One, PlayStation 4); 3Dconnexion SpaceMouse


  • The Safari browser doesn't support gamepad or 3Dconnexion SpaceMouse navigation in Scene Viewer.
  • You may need to restart your browser after connecting the device to enable navigation.
  • To navigate with your device, ensure the Scene Viewer browser window is active.

Hosted scene layers

Publishing a hosted scene layer takes a long time and the process times out before completion.

The data used for hosted scene layers is large and complex; it can take a long time to publish and create caches for this data. If you find publishing scenes takes longer than the maximum usage time set on the portal's hosting server, increase the maximum usage time value. The default time in ArcGIS Enterprise 10.7.1 and earlier releases is 60 minutes. In ArcGIS Enterprise 10.8 and later releases, the default time value is 12 hours.

When publishing a hosted scene layer, I receive a message that the portal token expired and publishing fails.

Scene layers (scene services) are published to the hosting server. Authorization of the hosting server is dependent on a token from the portal. If the publishing process for the scene layer does not complete before the portal token expires, publishing will fail and you will see an error message in the ArcGIS Server logs for the hosting server that token renewal failed .

The portal administrator can increase the token expiration to allow publishing to complete. Contact your portal administrator and ask them to increase the token expiration setting. Instructions can be found in Specify the default token expiration time.

I receive error 001887: Failed to create couchdb database when publishing a hosted scene layer.

This occurs if the publishing tool cannot connect to the tile cache data store. This may be due to security settings in the browser on the tile cache data store machines, or the tile cache data store may not be running. For example, the tile cache data store shuts down when the machine where it is installed is nearly out of disk space.

Contact the ArcGIS Data Store administrator and ask the administrator to confirm that the tile cache data store is running and, if it is, that the hosting server has been added as a trusted site on the tile cache data store machines.

The colors or textures on my multipatch features appear to flicker or continuously switch colors.

This happens if you defined colors and textures for the z-values of both exterior and interior surfaces in your multipatch data. Be sure the data does not have different colors and textures defined for exterior and interior surfaces.

The buildings in my hosted scene layer are not draped correctly over the elevation surface; for example, they appear to float above the ground or to be partially buried.

You must use absolute elevation values from the geometries' z-values when publishing multipatch data. To correct this, use the Layer 3D to Feature Class geoprocessing tool in ArcGIS Pro to create a new multipatch feature class that uses an absolute height and republish the scene layer from the new multipatch data.

Scene cache management

My scene caches are too large for the ArcGIS Data Store machine.

As mentioned in Tasks to perform after you create a data store and Manage data store backups, ArcGIS Data Store should be configured to output backup files to a machine separate from the ArcGIS Data Store installation. If the ArcGIS Data Store administrator did not do this and you find your hosted scene layer tile caches take too much room on the ArcGIS Data Store tile cache data store machine, change the scene tile cache location to a shared location on a separate server. The ArcGIS Data Store administrator can use the changenosqldatalocation utility to designate a shared directory. Hosted scene layers published after you change the output directory will store their caches in the new location.

My ArcGIS Data Store backups consume a lot of disk space.

The backup size grows with the amount of data you have in your layers and the number of hosted layers you publish. If you find you are running out of disk space on your backup machine, the ArcGIS Data Store administrator should adjust backup frequency, retention times, or both.

Note that tile caches for individual scene layers do not change. If you infrequently publish hosted scene layers, the ArcGIS Data Store administrator can disable automatic backups and manually create backups of only the relational data store. The ArcGIS Data Store administrator can use the updatebackupschedule utility to stop the automatic creation of backups and use the backupdatastore utility to manually create full backups of the relational and tile cache data stores.