If you encounter issues while using Frame Removal, it is most likely due to your frames not being properly detected (especially rimless frames) or because you are not facing the camera directly.
Here is a check list in order to pinpoint what the issue you are running into may be. Please contact our customer support for further assistance: sales-cs@fittingbox.com
If Frame Removal is never triggered
-
Check your license
Make sure Frame Removal is activated on your license number
If Frame Removal is not always triggered
-
Check User positioning
-
Make sure that the user is within the target area displayed on screen
-
Make sure the user is facing the camera when starting vto
-
-
Check real-life conditions
-
Make sure the room is well lit,
-
Make sure the frames are clearly visible
-
-
Check device conditions
-
Does this occur on multiple devices ?
-
What is the OS version, what browser version is it using ?
-
Is the device on low battery ?
-
Is the device on power-saving mode ?
-
What is the device’s age ?
-
