Below are listed some tips which may help you troubleshoot any issues you may be having. If you cannot resolve your issue, please use the form on the Contact page and we will do our best to help.
Note: You MUST be connected to WIFI or Cellular data in order to operate Alamo Reality apps.
There are three main culprits to a device running warm/hot; a poor signal, an intense workload and the battery charge. After playing the app’s AR scenes and using data connection for streaming content, over time your device may run warm, especially if there are other apps running in the background.
What you can do:
Android tablet and phone with OS6 and above with ARMv6 and FPU Processor and OpenGL 3.0.
These Android devices have been successfully tested with the Alamo Reality Apps
If you cannot play in landscape mode, please make sure you to have Portrait Orientation Lock turned off when using the app.
Access the Control Center by touching the bottom of the Home Screen then dragging upward. Tap the padlock icon to toggle Portrait Orientation Lock on/off.
Swipe down from the top of the screen (2x) and then tap the auto-rotate button to lock in into landscape mode.
Good (or Fast) and Best are quality settings for the AR scenes. Newer devices should use Best as it will produce the nicest results. Older devices should use the Fast or Good setting which will not be as challenging on the device’s graphics hardware.
First, check to see if your WIFI is turned on and that you have an Internet connection. Go to Fast.com (on your phone or tablet) and see how fast your download speed is. If possible, try and connect to WiFi and not your cellular connection.
Note: This issue is specific to iPhone users only, and only when running the app on version 12.0 of iOS.
Both iOS and Android
If you have problems after downloading new versions of the app, please try going to settings/reset all content. If that doesn't work try uninstalling and reinstalling the app.
iOS
Launch App Store, Search for Experience Real History: Alamo app, tap ‘Get’, Enter ID. App will download.
Android
Open Play Store (you will need to download Play Store if you haven’t already), Search for Alamo Experience, tap on app/install, tap accept/download, will display in ‘All applications tab’.
After reinstalling the app you may need to reset your settings:
If you are still having problems, try uninstalling and then reinstalling a fresh version from the App Store or Play Store.
You must first download content while online before you can use the app in offline mode.
**Some features of the app require an internet connection and won’t be available while using the app offline:
First, check to see if you have an Internet connection. Go to Fast.com (on your phone or tablet) and see how fast your download speed is. If possible, try and connect to WiFi and not your cellular connection.
Note: The Experience Real History: Alamo app MUST have WiFi access or be connected to Cellular data in order to download.
iOS
Android
Note: The Experience Real History: Alamo app MUST be connected to WIFI or Cellular data in order to download and open/load the app the first time.
Once the app has been downloaded and opened/loaded you will have the option to play the AR scenes online or offline.
Using the main board, if the flags don’t display, or you get only 4 flags on the right, try one or all of the following:
If it still does not work, you may try deleting and reinstalling the app. If that doesn't work, try turning off your phone and turn it back on again.
If you are using the mini board and having a hard time getting flags to display, point your camera at the ground, away from board for several seconds, then slowly move it back and point it at the board. The flags should appear. Once they appear, tap a flag to view the scene preview, then tap ‘view’
If the issue continues, here are a few things to check and/or try to solve it:
If it still does not work, you may try deleting the app, powering down your device, restarting your device and reinstalling the app.
Pink and brown scenes can be an indication of a really slow WIFI connection. Make sure you have a strong WiFi connection, or turn on and use Cellular Data.
Tips:
You must maintain a lock on the target (map or flag) while the scene loads. If you lose the tracking the scene may not load. Go back to the target and reload the scene, keeping the target locked on your camera view. If you are in online mode and you have a slow connection, it may take some time for the scene to load.
The ERH: Alamo Edition app can be operated online or offline, however you must download all the content with WiFi connection before using the app offline.
Check your internet connection and that WIFI is turned on, go to settings and tap on ‘Reset all Content’ to be sure that you have downloaded all of the content for offline operation. Before going offline try playing a few scenes to make sure the content was downloaded.
Close any open apps (double click home button and swipe/closed any open apps)
Close apps running in the background: Go to your device settings/general/background app refresh and turn it to off, or set to wi-fi and scroll down the list of apps and individually toggle off Background App Refresh setting for apps that aren’t critical to keep refreshed. Note: using a VPN app can severely degrade the speed of your connection, turn VPN to off (!);
You must maintain a lock on the target while the scene downloads for the first time. If you have a slow connection, it may take some time.
iOS Tips
Android Tips
iOS
Note: This feature is only available on iOS.
NOTE: Once you step through the portal and begin to explore – STAY AWARE | STAY SAFE – Be mindful of your physical surroundings and respectful of other people’s space as you move inside these portals scenes! Once you enter the portal, determine if you have enough clearance to explore the scene to your satisfaction. If your space is restricting portions of the scene you would like to walk up to, you can always move to a space with less obstructions and launch the portal scene from there (assuming you still are in range for WiFi or you use a cellular connection to the internet).
Please stay alert of conditions in your physical surroundings and monitor activity in your vicinity for your safety and the safety of others:
Monitor the physical environment in front of your path as you explore to avoid:
It’s important to let each portal scene finish loading BEFORE tapping inside the blue rectangle.
After tapping a numbered flag on the map, a scene description pop-up window should appear. Tap on VIEW to begin loading this scene and aim your device’s camera at the ground and move the device in a figure 8 until you see a blue rectangle. Wait for the spinner to stop spinning and go away BEFORE you tap inside the blue rectangle. **If you wait for the spinner to go away before tapping inside the blue rectangle, the portal will open in the correct location and when you step on the blue disk, you will be elevated to a great vantage point to experience the scene.
If you tap on the blue rectangle before the spinner stops spinning, you will enter the portal before it’s done loading, and you may find yourself in a non-optimal location to see the action as the scene plays.
If you tap inside the blue rectangle and then take a few steps inside the portal before the scene has finished loading – you may see the blue disk several more steps in front of you, but the blue disk may look like it’s floating amongst a ghosted or hazy/dreamy non-environment – that’s a hint that the portal you entered as well as the blue disk may be in a non-ideal location, relative to where the scene will take place.
Although you may proceed to step on the blue disk and go up to start the scene playing, you may realize you are viewing the scene from a non-optimal vantage point. This is due to not waiting for the scene to fully load.
REMEMBER – let the spinner stop spinning and go away BEFORE tapping inside the blue rectangle and entering the portal.
After entering a portal, feel free to explore the Alamo compound in the vicinity before stepping on the blue disc. Once you step on the blue disc, it will raise you up and the scene will play.
After Apple provides an iOS update, you may need to go to the hamburger menu in the app, tap settings and then tap 'reset all content'. If you experience any trouble bringing up the flags or loading scenes, you may need to uninstall the app, and then re-download from the store and reinstall the app.
After Apple provides an iOS update, you may experience issues with bring up the flags or playing scenes. If that happens try one or all of the following:
If you are still having problems, try uninstalling and then reinstalling a fresh version from the App Store or Play Store.
After reinstalling the app you may need to reset your settings:
If you are still having problems, try uninstalling and then reinstalling a fresh version from the App Store or Play Store.
It’s important to let each portal scene finish loading BEFORE tapping inside the blue rectangle.
After tapping a number on the map to go to a scene, aim your device’s camera at the ground and move the device in a figure 8 until you see a blue rectangle. Wait for the spinner to stop spinning and go away BEFORE you tap inside the blue rectangle. **If you wait for the spinner to go away before tapping inside the blue rectangle, the portal will open in the correct location and when you step on the blue disk, you will be elevated to a great vantage point to experience the scene. AND – you’ll be able to revisit this scene again and again without having to wait since you let the scene fully load the first time!
If you don’t let the scene load and tap on the blue rectangle, entering the portal before it’s done loading (while the spinner is still spinning), you may find yourself in a non-optimal location to see the action as the scene plays.
If you tap inside the blue rectangle and then take a few steps inside the portal before the scene has finished loading – you may see the blue disk several more steps in front of you, but the blue disk may looks like it’s floating amongst a ghosted or hazy/dreamy non-environment – that’s a hint that the portal you entered as well as the blue disk may be in a non-ideal location, relative to where the scene will take place.
Although you may proceed to step on the blue disk and go up to start the scene playing, you may realize you are viewing the scene from a non-optimal vantage point. This is due to not waiting for the scene to fully load.
REMEMBER – let the spinner stop spinning and go away BEFORE tapping inside the blue rectangle and entering the portal.
Note: This feature is only available on iOS.
NOTE: Once you step through the portal and begin to explore – STAY AWARE | STAY SAFE – Be mindful of your physical surroundings and respectful of other people’s space as you move inside these portals scenes! Once you enter the portal, determine if you have enough clearance to explore the scene to your satisfaction. If your space is restricting portions of the scene you would like to walk up to, you can always move to a space with less obstructions and launch the portal scene from there (assuming you still are in range for WiFi or you use a cellular connection to the internet).
Please stay alert of conditions in your physical surroundings and monitor activity in your vicinity for your safety and the safety of others:
Monitor the physical environment in front of your path as you explore to avoid:
You must maintain a lock on the target (map or flag) while the scene loads for the first time. If in online mode and you have a slow connection, it may take some time. After the first time, it is relatively instantaneous.
Note: You MUST be connected to WIFI or Cellular data in order to operate Alamo Reality apps.
Check your internet connection and that WIFI is turned on
Close any open apps (double click home button and swipe/closed any open apps)
Close apps running in the background: Go to your device settings/general/background app refresh and turn it to off, or set to wi-fi and scroll down the list of apps and individually toggle off Background App Refresh setting for apps that aren’t critical to keep refreshed. Note: using a VPN app can severely degrade the speed of your connection, turn VPN to off (!);
You must maintain a lock on the target while the scene downloads for the first time. If you have a slow connection, it may take some time. After the first time, it is relatively instantaneous.
Pink and brown scenes can be an indication of a really slow WIFI connection.
Tips:
If you are using the mini board and having a hard time getting flags to display, focus your camera off the board for a few seconds, then slowly move it back over the board. The flags should appear. Once they appear, you should not have this trouble again.
If the issue continues, here are a few things to check and/or try to solve it:
If it still does not work, you may try deleting and reinstalling the app. If that doesn't work, try turning off your phone and turn it back on again.
Using the main board, if the flags don’t display, or you get only 4 flags on the right, try one or all of the following:
If it still does not work, you may try deleting and reinstalling the app. If that doesn't work, try turning off your phone and turn it back on again.
Note: The Experience Real History: Alamo app MUST be connected to WIFI or Cellular data to operate.
First, check to see if you have an Internet connection. Go to Fast.com (on your phone or tablet) and see how fast your download speed is. If possible, try and connect to WiFi and not your cellular connection.
Note: The Experience Real History: Alamo app MUST have WiFi access or be connected to Cellular data in order to download.
If you have problems after downloading new versions of the app, please try going to settings/reset all content. If that doesn't work try uninstalling and reinstalling the app.
Launch App Store, Search for Experience Real History: Alamo Edition App, tap ‘Get’, Enter ID. App will download.
Open Play Store (you will need to download Play Store if you haven’t already), Search for Alamo Experience, tap on app/install, tap accept/download, will display in ‘All applications tab’
Character shadows can only be seen in BEST mode. Go to settings and select BEST. If you are still not seeing shadows in BEST mode, update to latest iOS.
Here are a few things you can try;
Here are a few things to try:
Here are a few things to try:
If you did not find the solution to your problem above, then you are welcome to contact us using this form. We will do our best to get back to you within 24 hours with an answer to your issue.
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