Knowledge Base
How to Read Your Diagnostic Results
After running the diagnostic from the support portal, your results will show which checks passed and which failed. Share these results with support if asked - they help us pinpoint the issue quickly.
Key Points
- Camera permission denied - you need to enable camera access in your browser/phone settings
- WebGL not supported - your phone may not have the graphics capability needed. Newer phones (iPhone 8+, mid-range Android 2019+) are generally supported.
- Unsupported browser - switch to Safari (iPhone) or Chrome (Android)
Helpful Notes
- Motion permission not granted (iOS) - AR tracking may be inaccurate. Grant the motion permission for the best experience.
- Older or lower-powered device detected - the experience may run in a simplified mode with pre-set animations instead of interactive hand tracking.
- Slow connection detected - loading may take longer than usual.
- "Camera not detected" sometimes appears on phones that have cameras - the browser may not report the camera until permission is granted. Try granting permission first.
- "Limited graphics" on a capable phone might mean Low Power Mode is on. Turn it off and re-run.
- A warning about a background technical component doesn't always mean something is broken - some of these are handled automatically.
- Which checks passed and which failed
- Your phone model and OS version
- Which browser you used
- Any error messages you saw
- These are issues that prevent the experience from working at all:
- What to do: Fix these before anything else. The experience cannot start with an active blocker.
- These are issues that may degrade the experience but don't completely prevent it:
- What to do: The experience may still work, but addressing these will improve it.
- Everything looks good in that area. No action needed.
- If support asks for your diagnostic results, share: