Support

Support and Troubleshooting

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.

Applies to All Experience Real History Apps

Opening / Loading App taking a long time

After using the app, why is my device warm or hot?

AR App Device Compatibility

App freezes

Can't View in Landscape Mode

Not getting any sound

What is the difference between good (or fast) and best in the settings menu?

App won't download or stuck on waiting/loading

Specific to Experience Real History: Alamo Edition V2

Black Screen in ‘Portal’ scenes (+ iOS v12.0 on iPhones)

After downloading Experience Real History: Alamo App V2 | iOS & Android

Problems after reinstalling the App

Device goes to sleep while exploring portals

Using Offline Mode

App won’t download or stuck on waiting/loading

Opening/Loading App taking a long time

AR Products Mainboard Flags

AR Products - Miniboard Flags

AR Scene display pink or brown screens

Scenes won’t load after spinner stops or I just get a spinner

iOS: ‘Portal’ scenes don’t open

iOS: Tips for the ’Portal’ Scenes

iOS Updates

Specific to Experience Real History: Alamo Edition

iOS Updates (iPhone 10)

Problems after reinstalling the App

Tips for the iOS Portal Scenes (I want to go back in time and walk through the Alamo in 1836)

iOS Portals: ‘I want to go back in time and walk through the Alamo in 1836’ - portals don’t open

AR Scenes won’t load, just get a spinner

AR Scene display pink or brown screens

Miniboard Flags

Mainboard Flags

Opening/Loading App taking a long time

App won’t download or stuck on waiting/loading

Downloading ERH: Limited Edition App | iOS & Android

Specific to Experience Real History: Characters App

Character shadows don't display

Character animations are shaky

Duo cards don't display

Can’t get Characters to display