Devices not working after update to v.3.0

[jozcoidi]

I have received several claims by prospects and customers that they were using Vuforia Chalk annotations perfectly on devices like Huawei Honor 10 or One+ , Samsung A71, but recently they have all stopped working.

They cant use AR live annotations anymore when it was actually working before, what could be causing this?

[tmccombie]

With the release of 3.0, we added an A/V only mode that becomes the default setting for unsupported devices. Users can override this under Settings with in the app.  Can you confirm these users have Audio-Video With Live Annotations selected?

[jozcoidi]

Hello @tmccombie ,

Yes, we went through the adjustments already  and select Audio-Video With Live Annotations, still not working anymore.

Javier

[tmccombie]

I believe this is due to some of the changes we have made with handling Android devices outside of the tested/verified list. We are actively working to expand the list of supported devices & looking to enable unsupported devices with the ability to  annotate. 

If these devices are paired with a user who is sharing their view & using a supported device, they will be able to use annotations in a Chalk call.  

[jozcoidi]

Is there a short term solution for those Devices that could use  live annotations before  but not now anymore?

[tmccombie]

There unfortunately isn't at this time.