Knowledge Base
What to Do if the Experience Loads Forever
A loading screen with animated orbs and possibly a status message. This screen downloads the 3D content needed for the AR experience.
Key Points
- Wait a bit longer. The first load takes more time than subsequent visits.
- Refresh the page
- If it stalls again, try switching from WiFi to cellular data (or vice versa)
- If you're on a restricted network (work, school, hotel), try a personal connection instead
- Close all browser tabs with the site
- Force-close your browser
- Clear your browser cache (Settings -> Safari/Chrome -> Clear Website Data)
- Reopen and try again
Helpful Notes
- First visit: The very first load downloads 3D content that gets cached for future visits. This can take a little while depending on your connection speed.
- Slow connection: A weak WiFi signal or spotty cellular coverage can stall the download.
- Network restrictions: Corporate, school, or hotel networks sometimes block or throttle the types of requests the experience needs.
- If it's been more than a minute:
- If refreshing doesn't help:
- Once the experience has loaded successfully once, subsequent visits should be significantly faster because your browser caches the 3D content.