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How to report a device issue

By AlessandroB on Fri, 06/27/2014 - 11:08

When reporting a device-specific or device-related issue in this Forum, please provide a thorough description of the issue and as many details as possible on the specific device in question and the context in which the issue can be reproduced, and in particular:

  • Exact Device Model number (for Android devices, this can be seen in your device Settings panel, under "About Phone" or "About Device" or similar sub-view)
    • Note that a generic brand name (such as "Samsung Galaxy SIII" for instance) is usually not sufficient to uniquely identify the exact device, as the hardware configuration (e.g. CPU, GPU, memory, cameras, drivers) may vary significantly from one model to another 
  • Installed OS version (e.g. Android 4.2.2, iOS 6, ...)
    • If applicable, also any information about special / custom firmware installed (e.g. custom ROM, for example CyanFox, Cyangenmod and similar)
  • Platform:
    • can the issue be reproduced using the Vuforia Unity Extension
    • can the issue be reproduced using the Vuforia native SDK (on Android or iOS)
    • can the issue be reproduced with both the native SDK and the Unity extension
  • Screenshots / videos:
    • if possible, please provide any screenshot or small video that can hep better understanding the actual issue, unless the description of the problem is obvious / self-explanatory (e.g. screen is completely black)
  • Device orientation:
    • can the issue be reproduced when selecting Landscape orientation, Portrait orientation, or both ?
  • Camera:
    • can the issue be reproduced using the Back camera, Front camera or both
  • Samples:
    • can the issue be reproduced using one or more of the Vuforia Sample Apps ?
  • Concurrent camera access:
    • are you aware of other software potentially accessing your device camera while Vuforia is running ?
  • Occurence vs. Internet connection:
    • can the issue be reproduced on a first run after disabling Internet connection, uninstalling the App and resintalling it again (with Internet connectivity OFF) ? 
    • can the issue be reproduced on a second run after re-enabling Internet connectivity and running the app again ?