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web viewer become black on mobile (iphone 12)

  • 1.  web viewer become black on mobile (iphone 12)

    Posted 04-20-2022 20:28
    Hi,

    I tried to open TC web link on iphone 12,
    after model displayed, the viewer become black and no response.
    It works fine on iphone XR or iphone 13, but there are at least three iphone 12 users who both have this issue.
    Please check the video below.

    web viewer become black on mobile (iphone 12).mp4
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    web viewer become black on mobile (iphone 12).mp4
    View this on Google Docs >




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    Lawrence Hsu
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  • 2.  RE: web viewer become black on mobile (iphone 12)

    Posted 04-21-2022 07:12
    Are they on iOS 15 already? There was an update that made iOS 15 compulsory. My IPhone 12 works fine.

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    Tobias Steinhardt
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  • 3.  RE: web viewer become black on mobile (iphone 12)

    Posted 04-26-2022 00:33
    I tested on iOS 15.4.1. 
    Maybe this issue is relate to Chinese environment?

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    Lawrence Hsu
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    Original Message


  • 4.  RE: web viewer become black on mobile (iphone 12)

    Posted 04-21-2022 07:35
    Hello Lawrence,

    Earlier there was a known issue with some iPhone users getting the black screen. The Connect team released a fix last month (March 2022) and since then we haven't seen the issue again. 

    There is a chance that the mobile web browser on your iPhone is still using an outdated Connect 3D viewer application version from its local cache. I suggest doing a hard refresh to your web browser to bypass the local browser cache. The exact steps how to do a hard refresh depend on the browser that you use. Here are the instructions for the Safari browser: https://support.apple.com/en-us/HT201265 

    Best regards,
    Jari

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    Jari Juntunen
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  • 5.  RE: web viewer become black on mobile (iphone 12)

    Posted 04-26-2022 01:07
    Hi Jari,

    I tried clear local browser cache, reinstall browser, lower TC display and performance setting, still had black screen.
    The workaround I know is to use TC mobile app and the users need to be invited to project.

    Cheers,
    Lawrence



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    Lawrence Hsu
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    Original Message


  • 6.  RE: web viewer become black on mobile (iphone 12)

    Posted 05-25-2022 03:56
    Edited by Lawrence Hsu 05-25-2022 06:18

    Jari

    The latest ios mobile app ( version 2.19.1) also have black screen issue with iPhone 12 (ios 15.4.1)
     and iPad Pro 2nd generation (ios 15.4.1) both works find on web viewer and mobile app.
    Is it caused by hardware ? like gpu?

    Lawrence



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    Lawrence Hsu
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    Original Message


  • 7.  RE: web viewer become black on mobile (iphone 12)

    Posted 01-22-2024 08:18

    Experiencing an issue on my iPhone 12 where the web viewer turns black. This problem hampers my browsing experience and needs urgent attention. Hoping for a quick fix or guidance on resolving this issue. Love using the web viewer, but this glitch is quite frustrating. Any suggestions or updates on when this might be addressed would be greatly appreciated. Thanks!



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    RIJU Nag
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    Original Message