Troubleshooting for Virtual Design Pro Products on Apple Devices:
General technical suggestions for all devices:
- Close any open apps running in the background. When you exit an app, it doesn’t close, it stays suspended. Too many open apps can bog down the system. (Press the home button twice quickly then swipe up to close the open apps. This closes suspended apps but does not delete them.)
- Restart the device. This is like rebooting a computer. (Hold power key on top edge of device down until you get icon to slide and power off. Once off, wait a moment and the hold power key down again to power on.)
- Uninstall and re-download the app to ensure it downloaded properly. (Touch and hold on the app icon until it begins to shake. Tap the “X” to delete the app.)
CAMERA
Q. I can’t scan the key code. The camera is not working.
A. If you cannot unlock the app or view anything through the camera on the unlock screen (the center of the screen is black with a gray square), the issue may be in the camera setting. Try the following troubleshooting:
1) Confirm there is nothing blocking the device’s camera and the camera is working properly otherwise.
2) Check the privacy settings on the iPhone/iPod/iPad. (Go to Settings > Privacy > Camera to turn on the permissions for the app to use the camera.)
**Technical explanation: The app will prompt the user for access to the camera the first time they use it. If for some reason “No” was selected, this might be cause the issue. Turning off the camera permissions will make a blank area appear where the camera view should be on the unlock page of the app.**
Q. I can’t line up the boxes to scan the template.
A. Set the booklet on a lower surface, such as a chair. The device needs to be held flat to scan the keys properly.
COMPATIBILITY
Q. Is my device compatible with the program?
A. device supports the app at: AppleVerify if your