Troubleshooting

This page collects the issues we see most often. For deeper diagnostics, every API call is recorded in your Shopware logs and the Mediaverse admin module surfaces subscription / API errors on the Dashboard.

”Mediaverse” module does not appear in admin

• Confirm the plugin is activated under Extensions → My extensions.
• Clear the admin cache: bin/console cache:clear.
• Hard-refresh the admin (Ctrl+Shift+R).
• Check that your user role has access to the new ACL keys.

Video does not play on the storefront

• Open the product detail page in an incognito tab to bypass cookie consent state.
• Check the browser console for CORS or third-party blocking errors.
• For embeds: try a different browser to rule out an ad-blocker.
• For local HTML5: verify the file is actually in the media library and not deleted.

Cover video does not autoplay in listings

• Confirm Muted = on for the cover entry. Modern browsers require muted autoplay.
• Confirm the source is enabled in Settings → Plugins → Mediaverse → Video → Display in product listings.
• Check that lazy loading does not unmount the video before it can play.

Thumbnails are missing for YouTube / Vimeo / TikTok

• The auto-fetch happens when you save the media entry. If the source URL was invalid at save time, no thumbnail is downloaded.
• Re-paste the URL and save again to retrigger the fetch.
• For Facebook and G-Core, automatic thumbnails are not supported — upload one manually.

Subscription says “expired” but I paid

• Subscription status is pulled from your Shopware account periodically. Refresh the Mediaverse dashboard.
• If still expired after a few minutes, log in to your Shopware account and verify the subscription is active.
• Reactivate the plugin (deactivate → activate) to force a re-check.

CSV import fails on row N

• The dashboard import view shows the row number and the error message.
• Common causes: product number not found, source not recognised, language ISO does not exist in your store.
• Fix the row and re-run the import — already-imported rows are updated, not duplicated.

360° panorama is blurry or distorted

• The image is probably not equirectangular. Panoramas need a 2:1 ratio (e.g. 6000×3000).
• Re-export from your 360° camera or stitching tool.

3D model is huge / slow to load

• Compress the model: glTF Draco compression often shrinks files 5–10x.
• Switch the loading mode to manual so customers explicitly opt in.
• Move models to a CDN if your origin is slow.

AR button does not appear

• AR is only available on mobile devices that support it (modern iOS + iOS Quick Look, modern Android + Scene Viewer).
• Desktop browsers will not show the AR button by design.
• Confirm AR is enabled in Settings → Mediaverse → Model Viewer → AR.

Hotspots are off-position after I changed the image

• Hotspots are anchored to image coordinates. Replacing the image with one of a different aspect ratio shifts the dots.
• Re-open the hotspots editor and drag the dots back to the correct positions.

Storefront does not pick up settings changes

• Clear the storefront cache: bin/console cache:clear.
• For asset changes, also rebuild the storefront bundle if you self-host (bin/build-storefront.sh).
• Hard-refresh the browser.

Where to look first

• Plugin Dashboard — subscription status, quick-jump tiles to each configuration section.
• Browser DevTools — for storefront problems, the JS console usually points at the cause.
• Shopware logs — for backend errors, var/log/dev.log (or prod.log).
• Account support — contact P2Lab support through your Shopware account for subscription issues.

Related

• Subscription
• Admin module overview