3D and AR rendering issues

Fix objects that load slowly or show nothing, have no AR button, won't scan, or reject a correct answer.

The object loads slowly or shows nothing

Why this happens:

The model is heavy and the signal is weak. Keep each model under about 5 MB.
Someone changed or removed the model's files in Assets Library > 3D Models after the hunt went live. Every hunt that uses the model changes with it.
In 3D First mode, a model with no GLB file still publishes, but shows nothing.

Fix it:

In Assets Library > 3D Models, open the model and check it has a GLB file under about 5 MB.
If it's heavier, export it again with smaller textures, then upload the new file.
Retest on a phone using mobile data, not Wi-Fi.

There's no AR button

Why this happens:

The phone or browser doesn't support AR. The object still opens on screen, without the button.
On iPhone and iPad, the model has no USDZ file.

Fix it: add the USDZ file to the model, then retest on a phone that supports AR.

The camera doesn't start

Fix it: in the browser's site settings, allow the camera, then scan again. Retest the printed code afterwards, to tell a permission problem from a print problem.

A later object seems locked

Why this happens: the hunt uses Sequential, and the person scanned an object out of order.

Fix it: follow the route in order, or switch the hunt to Any Order.

A correct typed answer is rejected

Why this happens: a Text Answer must match the Expected Answer exactly. Only capitals and spaces before or after are ignored, so "Page and Quill" doesn't match "Page & Quill".

Fix it: use a one-word answer, add an Answer Hint, or switch to Multi Choice. Then publish again and retest. See Configure interactivity.

Still stuck?

Contact your Customer Success Manager with the object's name, the phone model, the browser and a screenshot.