Troubleshooting by symptom
Troubleshooting by device
Guides and help
Standalone VR (Quest / Pico / Vive XR / Qiyu)
Standalone headset browsers are useful to confirm that the page loads and the movie starts, but they do not always provide the best SBS viewing environment. If the video plays yet stays flat or shows two halves, the browser layer is often already working and the missing step is the headset viewing mode or an alternative route such as PC mirroring.
PC VR (Index / Vive / Reverb G2 / Pimax)
With PC VR, the desktop browser is usually the clean reference environment. If the movie looks correct on the monitor but wrong in the headset, the problem is rarely the website or the file. It is normally the VR presentation route, fullscreen behaviour or the SBS interpretation inside the VR environment.
Apple Vision Pro
Test the preview in Safari. If it shows two halves, you need an environment that interprets SBS and can also open this webpage and its player. Local 3D file support does not establish compatibility with our service. Test that route with the preview before purchasing an app or subscribing; a Quest workflow should not be assumed to work on Vision Pro.
VITURE (One / Pro / Luma)
VITURE playback depends strongly on the host device and the route. On computers, extended display mode is often better than mirroring. On iPhone or iPad, if playback fails inside the normal route, add the video page to the Home Screen from Safari and open it from that icon before pressing Play.
XREAL Air + Beam / Beam Pro
Identify the glasses model and whether you use Beam or Beam Pro: controls and viewing routes may differ. Play the preview fullscreen and enable SBS using the procedure for your exact combination. If unavailable, test the glasses with a compatible PC and check display output. Do not assume every Beam has an SBS menu.
Rokid Max + Station
Rokid Station is the source; Rokid Max 2D/3D switching is controlled on the glasses. Start fullscreen playback and use the glasses brightness control for the SBS mode supported by your source. Controls and modes differ between Max, Max 2 and Station models; do not apply another model’s press durations.
3D Projectors / 3D TV (HDMI)
TVs and projectors are often the most direct SBS route, but they usually require manual Side-by-Side mode. If you see two halves, that often means the movie is already playing correctly and the missing step is simply the display 3D menu. Overscan and wrong output resolution can also distort subtitles or proportions.
Smart TV browsers (Android TV / webOS / Tizen / Fire TV)
To see depth, you need a display or viewing environment compatible with 3D SBS. If you use a television, check that the model supports 3D SBS. Smart TV or 4K does not mean 3D support. For a 3D projector, see 3D projectors and 3D TVs via HDMI.
Desktop browser as source device (PC / Mac)
Apps with a browser: test the preview — HereSphere, DeoVR, HoloShader, etc.
Some apps can open web pages and some cannot. Even among those that can, their browser component may not fully support complex embedded players. If a route fails inside an app but works in a real browser, the limitation is often in the app environment rather than in the website.
Apps without web navigation: Skybox, Moon, 4XVR, Pigasus, iPlay VR, etc.
Opening links or playing 3D files does not guarantee an app can use this website. It must load the page, allow access and play its embedded video. Test the preview inside the app. If it fails, use a compatible browser or a desktop mirroring route supported by your headset. You do not need to extract private links or download the movie.
Detailed solutions
Playback does not start
Open the same page with an alternative browser (Chrome / Firefox / Wolvic). Switch the player to Full Screen. If you use a headset and the pointer fails to click Play, press the triggers on both controllers at the same time.
I see two side-by-side halves in 2D (no depth)
Seeing two images is expected: 3D Side-by-Side (SBS) is an industry-standard format. You need to set the video type to 3D SBS on your device.
Press the player Full SBS to correct proportions, and in your app select 3D SBS. If depth still feels wrong, use the app option to swap left/right eyes. In Virtual Desktop press F6 to toggle 2D / halfSBS / fullSBS.
No subtitles (CC) or Full SBS button doesn't work or you can't press Full Screen
No subtitles (CC), Full SBS button not working or unable to press Full Screen. Press the triggers of both controllers at the same time. Open the same page with an alternative browser (Chrome / Firefox / Wolvic). Verify browser zoom is not active (Ctrl+0 on PC / pinch on mobile), because it can hide part of the menu.
Buffering or cuts
This is usually resolved by properly configuring your device to connect to your Wi-Fi network on the 5 GHz (5 gigahertz) band using an uncongested network. To rule out an issue with your device’s connection, use your PC connected via fiber or ADSL to play the video. To rule out an issue with your internet service provider, play the video at another location with a good connection. There may be traffic peaks on our server that are resolved shortly. In certain cases, 4K or Full SBS quality may exceed the capacity of your local network, and you will need to use a lower video quality.
In Virtual Desktop/Bigscreen the image still looks 2D
Play the website fullscreen on the PC and select SBS in the environment displaying its desktop in your headset. In Virtual Desktop for standalone headsets, point outside the screen and press the trigger to open the Desktop Toolbar, then select 3D mode. Controls may differ in other editions. In Bigscreen, use the shared screen 3D settings and check the proportions.
Safari shows two halves in 2D
Test the preview in Safari. If it shows two halves, you need an environment that interprets SBS and can also open this webpage and its player. Local 3D file support does not establish compatibility with our service. Test that route with the preview before purchasing an app or subscribing; a Quest workflow should not be assumed to work on Vision Pro.
On VITURE the image looks 2D or proportions are wrong
Extend your desktop to the glasses screen and move the browser there. Enter Full Screen. On the glasses hold Mode/R1 to toggle 2D/3D. Use Full SBS if the frame looks thin/squashed.
On iPhone/iPad (SpaceWalker) the screen is black or Play does not start
Open Safari → go to the video page on our website → tap the Share icon and select Add to Home Screen → open the video from that new icon on the Home Screen and press Play. This avoids in-app limitations reported in SpaceWalker.
On XREAL Beam the 3D mode does not activate
Identify the glasses model and whether you use Beam or Beam Pro: controls and viewing routes may differ. Play the preview fullscreen and enable SBS using the procedure for your exact combination. If unavailable, test the glasses with a compatible PC and check display output. Do not assume every Beam has an SBS menu.
On Rokid Station it remains 2D
Rokid Station is the source; Rokid Max 2D/3D switching is controlled on the glasses. Start fullscreen playback and use the glasses brightness control for the SBS mode supported by your source. Controls and modes differ between Max, Max 2 and Station models; do not apply another model’s press durations.
Projector/TV 3D menu not available / no SBS option
Confirm that the projector accepts 3D SBS with the resolution, scan type and HDMI input you are using. The browser only plays the SBS frame; Windows and the graphics card determine the HDMI signal. If the 3D menu is disabled, change the signal first and then reopen the menu.
BenQ HT3550 / W2700: 3D is displayed at 1920×1080; a 4K signal does not enable 3D mode. For SBS try 1920×1080 at 24, 50 or 60 Hz, or 1280×720 at 50/60 Hz. Then select DISPLAY > 3D > 3D Mode > Side-by-Side. Use DLP-Link glasses; if the eyes are reversed, enable 3D Sync Invert.
Epson Home Cinema 5050UB: supports HDMI SBS at 1920×1080 at 24, 50, 59.94 or 60 Hz and at 1280×720 at 50, 59.94 or 60 Hz. Open Signal > 3D Setup, set 3D Display to Auto or 3D and choose Side by Side under 3D Format. This model uses RF active glasses; if the eyes are reversed, use Inverse 3D Glasses.
Optoma HD146X / HD28e: the published table supports SBS at 1920×1080 interlaced (1080i) at 50/60 Hz or 1280×720 progressive at 50/60 Hz; it does not list 1080p SBS. From a PC, the simplest test is 1280×720 at 60 Hz followed by 3D Format > SBS. The 1080p 24 Hz mode on these models is for Frame Packing or Top-and-Bottom, not SBS. Use DLP-Link glasses.
The 96–144 Hz DLP-Link range applies to the operation of the glasses, not to a universal PC output setting. DLP-Link synchronizes them through light pulses between projected frames. If synchronization is lost, check the battery, use the resync button, darken the room and avoid direct light or rapid movement. For any other model, consult the 3D signal table in its manual.
Projector does not auto-correct proportions
The proportions depend mainly on the selected video format, not on the projector brand. For Half SBS or normal SBS, leave Full SBS off. If you selected a Full SBS quality or the picture remains too tall, narrow or compressed, enable Full SBS before selecting Side-by-Side on the projector. The button only corrects video geometry in the browser; it does not enable projector 3D. Use browser fullscreen without zoom or cropping and select a Normal, Auto or 16:9 aspect mode on the projector.
The app does not play the webpage
Use the full web page link (e.g. https://www.3donlinefilms.com/Sample/) not a raw video file. In the app select 3D SBS. Some players only recognize MP4/M3U8; if the app cannot open our website, use your headset browser or mirror the PC with Virtual Desktop/Bigscreen.
XR glasses show a flat, squeezed or badly scaled image
XR glasses depend on the host device. Check whether the glasses are running as extended display or mirrored display, move the browser window to the glasses screen, enter Full Screen, and then activate the device 3D mode. If the image looks thin, your device may be interpreting Half SBS as Full SBS or using the wrong display context.
The movie does not play correctly in a Smart TV browser
Built-in Smart TV browsers are often limited for embedded web players. If the player buttons do not respond, fullscreen is incomplete, or playback is unstable, use a PC connected by HDMI or another external device, then activate Side-by-Side on the TV. This is usually more reliable than the TV browser.
I am not sure whether the problem is the website or my device
Test the same movie in a modern desktop browser. If the page loads, the player appears, the video starts and fullscreen works on a PC or Mac, then the website, the file and the player are working correctly. The remaining issue is usually your viewing route, device mode or browser environment.
Subtitles or edges are cut off on a TV
Check the TV display settings for overscan, Just Scan or 1:1 pixel mapping. Browser subtitles are part of the frame sent to the TV, so overscan can crop them. If needed, use a PC by HDMI and make sure the output resolution matches the TV.
The player is missing
Reload and try an up-to-date browser. If you use a content blocker, temporarily allow this site and retry. If a sign-in screen appears, check your session first. Note any error message.
Black screen or no sound
For picture without sound, check mute and volume in the player, device and HDMI or Bluetooth output. For sound without picture, try lower quality and another browser. When mirroring a PC, check whether its monitor is also black or only the headset. Report the title and timestamp for a single-movie failure.
Thin, stretched image or reversed depth
Match the device Half SBS or Full SBS mode to the video and input signal. The website Full SBS button may change the version or presentation depending on the title; it does not enable headset 3D or add detail to a Half SBS file. Avoid zoom and cropping, enter fullscreen and check proportions. For reversed depth, use the device eye-swap option if available.
Guides (browsers & apps)
Wolvic (XR Browser)
Install it from your headset store if available. Open our website, tap Play and Full Screen. Select 3D SBS.
Virtual Desktop (PC → headset)
Play the website fullscreen on the PC and select SBS in the environment displaying its desktop in your headset. In Virtual Desktop for standalone headsets, point outside the screen and press the trigger to open the Desktop Toolbar, then select 3D mode. Controls may differ in other editions. In Bigscreen, use the shared screen 3D settings and check the proportions.
Bigscreen Remote Desktop (PC → headset)
Install the app on the headset and Remote Desktop on the PC. Open the PC browser with the video in Full Screen and set 3D SBS in the app. Note: Bigscreen typically uses half-SBS (select SBS).
How web-based 3D playback really works
Web-based 3D playback follows a real chain: Browser → JW Player → device display pipeline → device-specific 3D mode. The browser does not create the 3D effect. It simply shows a normal frame that contains the left and right views side by side.
The final 3D effect only appears when the last device or app interprets that frame correctly. That is why the same movie can work on one route and fail on another using the same account and the same file.
If you see two side-by-side images, the movie is often already playing correctly. The missing step is usually the final SBS or 3D mode of the device.
Before you contact support
Use our chatbot first. It is trained to help with playback routes, SBS mode, fullscreen issues, subtitles and browser/device problems.
If the chatbot does not solve it, contact support via our social media and include the details that really matter.
- Your exact device model.
- The browser or app you are using.
- The playback route: headset browser, desktop browser mirrored into a headset, HDMI to TV, phone to XR glasses, Smart TV browser, and so on.
- The exact symptom: Play does nothing, two halves, wrong proportions, missing subtitles, buffering, black screen, or controls hard to click.
- Whether the Free Preview behaves the same way.