# Troubleshooting

## Scene Viewer isn't working on my phone!

Before using Google Scene Viewer, make sure that your iOS device is compatible with [ARKit](https://developer.apple.com/augmented-reality/arkit/) or that your Android device has [ARCore](https://developers.google.com/ar/discover/supported-devices) or [Google Play Services for AR](https://play.google.com/store/apps/details?id=com.google.ar.core\&hl=en_US) installed.

## I can't see the 3D asset!

### Are you pointing the camera in the right place?

Point your phone to the floor and move your phone around until the camera detected a surface. The 3D asset should appear on the detected surface.

### Is your asset too small/big?

It might be the case that your 3D asset is too small or too big to appear in the camera view.

Scale the model by pinching the screen with two fingers. If that does not work, change the size of the model by adding a metadata key named `scale` to the 3D models. See how to add metadata in the [Data Page](/web-console/manage-pages/data-page/how-to-add-data.md#1-adding-a-data-entry-1) section of the documentation.

Now **rescan the QR code** or **refresh** the webpage.

## Occlusion isn't working!

WebXR, which does **not support occlusion**, is the default AR mode set for web-based experiences.

Change the default AR mode to Scene Viewer which **does support occlusion** by adding a metadata key named `arMode` with the value `scene-viewer` to the 3D model. See how to add metadata in the [Data Page](/web-console/manage-pages/data-page/how-to-add-data.md#1-adding-a-data-entry-1) section of the documentation.

Now **rescan the QR code** to [relaunch the web experience](/scene-viewer/deploy-experience.md#launching-the-scene-viewer-app).

## I am getting some other error.

Let's talk! Ask on [Slack](https://go.echo3D.co/join) or send an email to <support@echo3D.com> and please attach a screenshot of the error you are experiencing.


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