Issues with completing the 3D Face Scan process?

If you're encountering issues with the scan process, such as the scan failing to complete, or getting stuck on the "lady scanning her face" screen, here's how to fix it.

To complete the 3D scan, an iPhone XR or newer is required. Older apple devices (e.g. iPhone X and older) won't work for the 3D scan process. The iPad Pro (11, 12.9, and 13" models) can also work.

Anything on this list will work, except for the iPhone X. Scan quality will remain the same even on older devices, barring any hardware issues.

Don't personally own an iOS device? Check out the "I don't have an Apple Device" help article

•  Using an unsupported browser (only Safari is supported)

• "Private Browsing" mode

• Cookie/Ad blockers

• Setting your text size (the aA button) to >125%

• Using an Apple/App Store country that is outside of our supported regions

• Using an out-of-date iOS version - in that case, please update iOS to the latest version

• Workplace-related Wifi (may have restrictons. Try a different Wifi network, or cellular data)

1. Open Safari on your iPhone

2. Tap the Tabs button

3. Tap [number] Tabs or Start Page to show the Tab Groups list

4. Tap Private, then tap Done

• Perform the scan in a room with even lighting across your face. 

  • Don't scan in a dark room, and don't scan with one side of your face having too much light.

• Remove any hats, glasses or cosmetics.

  • This also includes brow piercings.

• Ensure there is no hair in your face, near where the cushion sits.

  • The following image shows the area that you should keep clear of hair during the scan.

    

• Keep your face parallel with the phone, and your eyes focused on the camera when initializing the scan.

  • When prompted to look into the distance, please make sure you look just above the front-facing camera, and not off to the left or right.

• Keep the phone stable, and use steady, even movements during the scan.

  • When instructed to by the software, ensure that you turn your head 90 degrees to each side.

If this does not resolve the issue, contact us at support@bigscreenvr.com for additional assistance. If you do not have access to an iPhone, see this article: https://bigscreen-inc.frontkb.com/en/articles/2697536