Troubleshooting - FAQ



1. Slide the headset out.

2. Undo the top velcro.

(Set the QR code card to the side.)

3. Fold the side flaps up over the top of the headset and secure them to the side velcro.

4. After clicking “Press to Enter Experience” place your phone in the flap and secure the top velcro.

When finished, your headset should look like the above picture.

Note: Larger phones may not fit with the velcro fully secured, but can still be held in place with your hands over the flap.

If the experience isn’t playing, you’re hearing sound but seeing a black screen, or it looks choppy, either your internet may not be fast enough or you may have too many applications open.

First, close all other applications and browser tabs.

Then lower the experience’s resolution by pressing the button on the bottom right of the video player (Above Pic.). You can toggle between 1080P, 2K, and 4K. 1080P will load the fastest, but may seem blurry.

If that doesn’t solve the issue, you may have to find a high-speed Wi-Fi network to connect too.

Currently supported browsers:

  • Android – Chrome
  • iOS – Safari
(Do not currently support Firefox)

If something doesn’t seem right, double check your devices settings to ensure your browser and device’s system are up-to-date.

Note: The True360 Player only works on mobile devices. The player will not work on tablets, computers, or eReaders.

The video player may have gotten miscalibrated by accident.

Click the gear icon on the top right of the player (Above Pic.) and double check that your phone’s screen size is correct.

Most phone screen sizes can be googled if you’re not sure what your devices dimensions are.

We offer up to 4K resolution. If the video seems blurry connecting to a high-speed network will help.

You can toggle between 4K, 2K, and 1080P resolutions by clicking the button on the bottom right of the video player (Above Pic.). 4K will be the highest quality, but may be difficult to load depending on your internet speed.

First, make sure your device has correctly entered the experience.

Your phone screen should display two rounded squares with a white line in-between them (Above Pic.).

If your device has not entered the experience, reload the page and follow the on-screen directions.

If you have entered the experience but still can’t access any controls, then first click your phone’s back button and then re-enter the experience (Above Pic.).