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Garbled/Corrupt black image from device camera.

July 31, 2017 - 9:02am #1

Hey everyone! A handful of my users have reported that whenever they try to start the camera for target tracking in my app, what should be the camera feed is instead a black screen with garbled images on it. They've reinstalled the app and restarted their phones and the same issue always happens.

So far, only users on iOS devices have reported the issue, and those that have run into it see it also on their iPads in addition to their phones. It has been reported on iPhone 6 and newer, on devices with fully updated iOS. The app has been out for a few months and only recently have people begun reporting it. It's a small percentage of users, and I've been unable to reproduce it myself.

I've attached two images of what the users see. The first is a screenshot, and the second is a photograph of a phone. Any help is appreciated!

   

bolspro
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July 31, 2017
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Garbled/Corrupt black image from device camera.

August 2, 2017 - 1:44pm #9

I appreciate your help, I will post here if new information is found.

Thanks for your time!

bolspro
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Garbled/Corrupt black image from device camera.

August 2, 2017 - 1:34pm #8

Thank you for all the additional clarity. However, given the information we have there is not much further assistance we can provide without a consistent repro case.

I encourage you to post reproduction steps and/or a sample project when you have one and I am sorry we are not able to help you at this time.

Thanks,

-Vuforia Support

Strasza
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Garbled/Corrupt black image from device camera.

August 2, 2017 - 1:04pm #7

The focus mode of the CameraDevice is changed at runtime, but the CameraDevice mode itself it not.

Thanks again!

bolspro
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Garbled/Corrupt black image from device camera.

August 1, 2017 - 4:20pm #6

Are you changing this device mode during run time at all?

Thanks,

-Vuforia Support

Strasza
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Garbled/Corrupt black image from device camera.

August 1, 2017 - 7:37am #5

Strasza,

The app only uses the rear camera, and the "Camera Device Mode" is currently set to "MODE_OPTIMIZE_QUALITY". At least two of the users are on iPhone 6, and one of them tried it on a brand new iPad Mini 4 as well and got the same result.

We've been unable to reproduce it for ourselves which has been making it difficult to troubleshoot.

Thank you for your help!

 

bolspro
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Garbled/Corrupt black image from device camera.

July 31, 2017 - 3:13pm #4

Hi Sproutel,

Could you please provide some additional information on the following:

  1. What are the specific device models these issues are occurring on (iPhone 6 was mentioned in the original post, but a list of all devices effected would be helpful)?
  2. Is this occurring when using the front, back, or both cameras?
  3. Are you setting the performance modes to something other than "MODE_DEFAULT?"

Additionally, if you're able to get a consistent repro case that will be the most helpful, especially if you can repro it using the sample project.

Thanks,

-Vuforia Support

Strasza
Joined:
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Posts: 1718
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Garbled/Corrupt black image from device camera.

July 31, 2017 - 2:57pm #3

Thanks for your speedy response! The project was built using Unity 5.6.0f3 and Vuforia 6.2. I haven't been able to reproduce the issue at all for myself, just a handful of unrelated users have reported it happening every time they try to use the app not only on their phones, but their iPads, and the devices of relatives. Perplexing!

Thanks again!

Sproutel
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August 17, 2016
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Garbled/Corrupt black image from device camera.

July 31, 2017 - 12:07pm #2

Hello bolspro,

What version of Unity and Vuforia was used for this? Have you found a way to consistently reproduce it?

Thanks,

-Vuforia Support

Strasza
Joined:
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Posts: 1718
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