Support

Help for your solutions on the Sphere platform.

   

We are here for you!

Do you have any questions? Our team will gladly help you find a solution.

In general you can reach us by e-mail: support@zreality.com

Before you contact us, pls. try to gather the following information:

  • Which kind of device are your using (e.g. Windows PC, Windows Laptop, MacBook, iMac, iPad, Android Tablet, …)
  • Ideally, do you also know the model (e.g. Dell XPS 13 7390, iPad Pro 2019, …) or the hardware specs (CPU, RAM, Graphic Card)?
  • Which Browser do you use (e.g. Chrome, Edge, Firefox, Safari)?
  • Ideally, do you also know the version number?
  • Can you please describe what happens exactly when you try to open the site (e.g. site does not load at all, site loads but loading wheel runs forever, site loads fine, but then reloads again, …)

Frequently Asked Questions and Anwers

My application is not loading, what can I do?

Pls. check your Internet bandwidth. You need to have a minimum bandwidth to access our apps:

5.0 Mbit per second – minimum
25 Mbit per second – Recommended

 

Use the following tools to check your Internet bandwidth:

https://speed.measurementlab.net/#/

 

In the meantime you can try the following:

  • Use another device if possible
  • Close all other browser tabs and all applications running on the device that you do not actively need

 

What are the system requirements of the Sphere platform?

All you need is a browser and an Internet connection.
Pls. check if your system is ready to support our Apps by activating our Sphere System Check.

 

General requirements:

Browser (Desktop)

Firewall port 443 must be open. TLS encryption must be possible. The system works in all browsers except MS Internet Explorer. It will not be developed further and does not support WebGL:

Firefox: Version 52+

Chrome: Version 56+

Edge: Version 18+

Safari: Version 12+

 

Browser (Mobile):

Chrome for Android: at least 70

Safari for iOS: at least 12

Can I access Sphere Apps with my device?

We recommend the following device specifications so that you can get the most out of our solution:

desktop hardware:

Recommended: Intel Core i5-4590/AMD FX 8350 or better processor, > 8GB Ram, dedicated graphics card. It should also be ensured that an internal or external webcam with microphone is available.

At least: Standard PC (e.g. with Intel i3-6100/AMD FX4350 or better processor, 8 GB RAM) with on-board graphics card (e.g. Intel HD Graphics 630). It should also be ensured that an internal or external webcam with microphone is available.

Mobile hardware:

Android: Android: Midrange device or better with at least 4GB RAM

Apple: iPhone X or better

What Internet bandwidth do I need to use Sphere Apps

We recommend the internet connection speeds:

5.0 Mbit per second – minimum
25 Mbit per second – Recommended

Is there a demo?

Yes. Please ask our sales department for the access data: sales@zreality.com

How does the navigation in Sphere Events work?

We have put together a tutorial video for you that you can call here.

ZREALITY & Topideas Digital Masterclass: Bringing Online Events into the Virtual World

In this exclusive Masterclass you will learn how major brands, such as IBM, National Geographic, ZDF and the University of Munich conducted highly successful virtual events, what you need to launch an event in the 3D world and what benefits it brings to your business.

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