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Consumer Trouble Shooting Guide605

Queen_City_3D private msg quote post Address this user
It seems the vast majority of end-viewers for the 3D Showcases are capable of viewing them on their computers and other devices and yet I'd say 1 out of 10 or fewer can't get them to load.

Does anyone know if a trouble shooting guide or tutorial exists to help them check their browsers to see if they are up-to-date or to do any other required fixes to get the showcases to load?

I just received an email from a prospective client who I sent a sample showcase to who asks, "Do I need a different plug-in on my MAC? I can click on the link but there are no pictures or 3D version to see. Just a black screen."

It's frustrating because if the prospective clients who would pay for the service can't get it to load, they are less likely to hire.
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Premium Jamie private msg quote post Address this user
I had the same thing the other day with a client and a mac
I sent them the generic webgl activation from the apple site. They also had issues looking down to go down stairs as they only have a touch pad. I suggested to MP that they include the keypad instructions for looking up and down (I & K keys)in the help menu question mark.
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Forum Founder DanSmigrod private msg quote post Address this user
@Queen_City_3D @Jamie

Our Forum 'wish list' sent to MP includes 'sniffing out the device, OS and browser to manage expectations of what to do to enable viewing.

I have experienced the same challenge with clients that are using either old devices, not current on browser updates, etc.

Seems like this solution would add huge value to the platform and would be easy for MP to implement.

Dan
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Queen_City_3D private msg quote post Address this user
I emailed Matterport Support.

Here's what they sent me:

"Here's the most common troubleshoooting for Showcase, specifically:
https://matterport.freshdesk.com/solution/categories/1000088638/folders/1000210324/articles/1000174062-troubleshooting-matterport-3d-showcase

...This covers a wider range of questions about Showcase, too:
https://matterport.freshdesk.com/solution/categories/1000088638/folders/1000210324/articles/1000164107-common-showcase-questions

Let me know if either is useful; and if not, what would be better."

So I guess if anyone experiences a problem that isn't covered here we should help them update these troubleshooting guides
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RenderingSpace private msg quote post Address this user
I always have my clients check their browsers for WebGL beforehand on my FAQs page so they're not disappointed if it doesn't work.
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smcclell private msg quote post Address this user
@renderingspace I just checked out your FAQs, I like the link to check the browser. Good idea.
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Premium Jamie private msg quote post Address this user
That's a good idea
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Queen_City_3D private msg quote post Address this user
@RenderingSpace

I wouldn't mind checking out your FAQ page... would you be willing to share the weblink to that page?
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RenderingSpace private msg quote post Address this user
It's the 5th question:
http://renderingspace.com/frequently-asked-questions/

I did get a nasty message back from a client who said MP tours wouldn't work on his computer even though he did see the spinning cube. The browser said "Rats, WebGL hit a snag"

Screenshots can be found here:
http://forum.we-get-around.com/topic/514/rats-webgl-hit-a-snag/

Most everyone is happy but I think every once in a while you'll get an old grumpy guy who is still sporting Windows 98 who doesn't understand why the "video" won't play.

You can't make everyone happy because not everyone understands the tech.
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Premium Jamie private msg quote post Address this user
We need a requirements list that can be sent out with the scan. Something like a game has.
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RenderingSpace private msg quote post Address this user
@Queen_City_3D

Just noticed that that you posted more on that thread and have had the same problem.
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