FAQ

This section describes common issues users may encounter and their solutions.

App won’t install

If installing the app for the first time:

  • Make sure to allow installation from unknown sources in your device settings. Go to Settings > Apps & Notifications (or Security/Privacy) > Special Access > Install unknown apps, then try installing again.

If reinstalling the app (for example, updating to a new version):

  • Completely uninstall the previous version first. Hold the app icon on the home screen or in the app list and select Uninstall, or go to Settings > Apps, find the app, and select Uninstall.
“In development” popup appears

This message appears when you are offline.

App won’t open

This occurs if a new version was installed without uninstalling the previous one.

Marker already attached

This is not an error. First, check if the marker is correctly attached. If not, attach any free (unassigned) marker or detach and reattach the marker correctly.

Possible causes:

  1. (Most common) During marking, it was unclear which markers were already attached.

❕TIP❕:

Perform marking sequentially: apply → attach; apply → attach; and so on.

  1. Printing duplicate markers, e.g., marking a box on all four sides.

❗IMPORTANT❗:

For elements and packs, 1–4 unique markers can be attached.

  1. Unintended markers entering the scanner’s view during multi-element attachment. These extra markers may need to be detached and reattached correctly.

❗IMPORTANT❗:

During multi-marking, check the counter in the top-right corner showing how many markers will be attached.

Marker detached but name still shows

This happens if the cache was not updated during detachment.

To clear the cache: exit the project, go to your profile, and press CLEAR DATA. This will refresh marker data on reloading the project.

Marker not readable (red triangle)

A red triangle on a scanned marker indicates its family (number at the bottom) is not linked to your project. Contact technical support to resolve this.

Marker not recognized at all

If the marker doesn’t register (no cyan frame), its family is not linked to your project. Contact technical support.

Cannot log in from another phone

During initial authorization, the device IMEI is linked to your account, preventing login from other devices. To switch devices, submit an official request to technical support with a reason for replacement.

3D model won’t load

Check if your device meets the system requirements.

If the model loads but only a blue screen appears, it is offset from the origin. Center it using the magnifier icon Icon in the 3D toolbar.

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Cannot place item in a cell

Possible reasons:

  1. Incorrect cell dimensions. See Working with packs and auto-cells.

  2. Markers printed at incorrect size. When generated, marker dimensions must match the project’s scale for accurate placement. Ensure PDF prints are not resized.

Cannot find element to add to pack

Check that the element exists in the warehouse or scanned module. Ensure filters or search terms do not exclude it.

Scanned in wrong module

If you scanned an element in the wrong module, manually transfer it to the correct module or undo the scan, then rescan in the proper module.

Incorrect distances

Markers printed at incorrect sizes can cause inaccurate measurements. Ensure PDF prints maintain the correct scale for marker dimensions.