Troubleshooting

Loading the 3D Model

The model is optimized for relatively quick loading even without a Wi-Fi connection however, some users may experience slow loading time depending on cellular data connectivity. To alleviate this, there is a direct download option, as follows.

At the top right of the View app, once the experience is loaded, touch the three dots, select SHARE.
Scroll to touch DOWNLOAD. This downloads the entire experience onto the device, it can then function offline.

Flat Surface Location

Some users have reported difficulty finding a suitable flat surface which, is the first step that occurs when the View app launches the experience. This vital step provides the geometry for the View app to place a 3D model of the GT28.
Users should keep in mind that the GT28 is a large device (like a vending machine), so the area scanned should be large and open.

Tap to Place

One of the most common issues reported is the Tap to Place step – where the app has scanned the floor successfully, but the user taps the screen to place the model but the model does not appear.
The cause for this issue is during the horizontal plane scanning, the user makes a sudden move, which places the model very far away. It is important the user keeps control of their phone and moves slowly until the model appears and can be locked into place when they tap the screen.

Completing Steps

Since Getting Started is a linear process, each step has an instruction text at the bottom of the screen, and an animated green target placed directly onto the model in order to simulate areas to touch on the real-world terminal. Each step is confirmed by tapping the green target at each step.
There is no way to skip or go backwards, it is a linear step-by-step instruction.

Tracking Issues

Once the model is placed on the floor, it remains there as though it were a physical object. A user can walk entirely around the GT28. In addition, a user could turn around with the phone in their hand, and when turning around again to face the AR model, it will still be there.
However, sometimes ‘tracking’ is lost, in which the app loses track of the model’s placement in the real space. This can happen if the phone is shaken, which is actually one of the gestures available to the user that may not be known. Shaking the phone causes tracking to purposely break, for example if the user wanted to render the model elsewhere.
To fix all tracking issues, the user can either shake the phone to reset the model or touch the Back button and open the experience again. Either way, the user is instructed to scan a horizontal surface again so that the model can be placed.