SUPPORT
Get back to the setup.
Start here if something is missing, slow, or hard to reach.
Troubleshooting
The skeleton is taking a long time to load
The first load downloads substantial 3D assets and textures. Allow it to finish on a stable connection. Check whether a loading error appears, and retry once if necessary. Reloading discards your current pose.
The image is blank or graphics are unavailable
The lab requires a working WebGL graphics context and supported framebuffer formats. Check that hardware graphics acceleration is enabled in your browser, then restart the browser. If it still fails, save a diagnostic report below and record the visible error. There is no substitute image when the renderer is unsupported.
I cannot reach Settings in fullscreen
Press Escape or use the fullscreen control to leave fullscreen, then open Settings. Browser and embedded-preview fullscreen behavior varies; include the browser and steps in your report. Fullscreen support is still part of the device acceptance review.
I lost sight of the patient
Choose Fit patient to recenter the camera without resetting the pose. Fit room shows the wider equipment layout. Reset patient changes the pose, so use it only when you want to restart.
My settings did not stay after reloading
Settings changes preview immediately but need Save. Saving within a submenu saves that category; saving from the menu saves all categories. Private browsing, blocked storage, or clearing site data can remove saved settings.
The patient stops before touching an object
Contact uses conservative geometric bounds around the bones and equipment. Those bounds can stop a movement slightly before the visible surfaces meet. Movement away from the obstacle should remain possible. Contact is not a clinical or soft-tissue simulation.
Can I use this on a phone?
The product pages work on small screens. The 3D lab’s phone layout and performance are still in development, and real-device acceptance is pending. Use a desktop or laptop for the current preview.
Where did my pose go?
Current poses and custom position names are not stored between sessions. Capture saves the current image only. A saved-position and undo workflow is still planned.
LOCAL SUPPORT TOOL
Prepare a diagnostic report.
Generate a small report with this build, browser, screen size, and a graphics capability check. Review it here, then download it if you want to share it. Nothing is sent automatically.
Share an actionable issue
- Record the library position and receptor you used.
- Describe the exact steps, the result you expected, and what happened instead.
- Add a screenshot and the diagnostic report if helpful. Review them for personal or patient information first.
- Send them through the channel where you received preview access.
A public support address and response policy have not been set yet. This page does not submit a support request.