Issue reporting and feedback

We highly value your feedback, as it is crucial for helping us improve the EasyAR Mega products and services. To enable us to quickly and accurately identify and resolve the issues you encounter, please take a few minutes to read this guide before submitting your report.

Our contact information

You can submit issue reports to us through the following channels:

• Official developer community/forum - Recommended for general inquiries and community discussions.

  • Chinese users click here
  • Other users click here

• Enterprise WeChat group - Suitable for enterprise-level users requiring confidential or more formal support.

  • Scan the QR code below to join the group
    

• More contact options - As an alternative.

  • To obtain contact details, click here

Key elements for submitting a high-quality report

A report containing the following information will greatly assist us in reproducing and resolving the issue. The more complete the information, the faster the issue can be resolved.

General report checklist (all questions are required)

1. Clear description of the issue:

   • What effect did you expect to achieve?
   • What actually happened? (e.g., app crash, localization failure, content drift)
   • How often does the issue occur (consistent/intermittent)? Under what conditions?

2. Device and environment information:

   • Device model: e.g., iPhone 14 Pro, Samsung Galaxy S23 Ultra, Apple Vision Pro.
   • OS version: e.g., iOS 17.2, Android 14, visionOS 26.
   • EasyAR SDK version: e.g., EasyAR Sense Unity Plugin v4.6.0.
   • Testing environment: Indoor/outdoor, lighting conditions, whether it is a dynamic environment.

3. EIF data (most critical evidence):

   • Please provide the EIF recording file that can reproduce the issue.
   • EIF data contains all sensor and image information when the issue occurs, making it the most powerful tool for diagnosing problems. Refer to capturing simulated runtime data for recording instructions.

4. Log files (Log):

   • Provide complete application logs when the issue occurs.
   • Android: Logcat output.
   • iOS: Console.app logs or Xcode console output.
   • Unity: Unity Editor Console logs.
   • WeChat Mini Program: Log files obtained via session.dumpLog().

5. Screen recording or screenshots:

   • Screen recordings or high-definition screenshots when the issue occurs, which can visually demonstrate the described phenomenon.
   • For device-specific recording guides, refer to: phone screen recording, headset screen recording.

6. Mega localization library information

   • Service information of the Mega localization library used when exporting the app in Unity. Export method:
     

Supplemental checklist for specific issue types

To help pinpoint the issue more accurately, please provide the following additional information based on your issue type:

A. Positioning failure or instability

• Have tried using Mega Toolbox or PC tools to verify at the same location, and explain the results.
• Have confirmed that the loaded map in the positioning library matches the current physical space.
• Describe the approximate location where the issue occurs (e.g., mall atrium, scenic spot entrance).

B. Content not displaying

• Have provided verification results using external tools.
• Have confirmed that there are no issues with content placement or code logic.
• If it’s a rendering issue, provide screenshots or descriptions of the models, Shader, or effects used.

C. Content jittering or drifting

• Have explained the device’s movement pattern (smooth movement/rapid movement).
• Have described the environment’s texture and lighting conditions, and whether there are highly similar confusing areas.
• Have explained the application’s internal logic for handling poses and confirmed correct content placement.

D. WeChat Mini Program issues

• Have provided screenshots showing that the user has enabled Mega service permissions in WeChat.
• Have confirmed whether the user’s phone model is on WeChat’s official support list.
• Have provided the Mini Program’s AppID and a specific description of the business scenario.

E. Performance issues (lagging, high power consumption)

• Have specified the device model where the issue occurs.
• Have provided CPU/GPU usage or device temperature information during application runtime (if possible).
• Have explained the complexity of 3D content (polygon count, texture size).
• Have confirmed whether multi-image configuration is used.

Export Unity development information using EasyAR Sense Unity Plugin

Specifically, for Mega application development on the Unity platform, we have prepared a more convenient feedback information generation tool. The detailed operation steps are as follows:

1. Open EasyAR > Sense > Question in the menu bar
   
2. Provide the following information in Question:
   • Select the runtime environment (single choice), such as Android.
   • Copy the device information. In ARSession, set DiagnosticsController.DumpSession to Log, copy the output of one frame, and fill the result into the device information box.
     
   • Select all EasyAR features used by your application (multiple choices supported).
   • Confirm that the four checks on the page have been completed and marked, and it is recommended to describe how to reproduce the issue in the Sample when asking the question.
   • Click the copy function in the upper right corner to complete the collection of Unity development information.
     

Suggested report submission process

1. Prepare materials: Based on the checklist above, gather the EIF, logs, screenshots/recordings, service information, development information, etc.
2. Write the report: Clearly describe the issue and attach all materials.
3. Submit: Submit the report through your preferred channel.
4. Follow-up: After we receive the report, we will contact you via business or email. Please stay tuned.

Thank you for your time and support for the EasyAR Mega product! Every piece of feedback helps us build a better future for spatial computing.