Table of Contents

Issue reporting and feedback

We highly value your feedback, as it is key to helping us improve the EasyAR Mega product and services. To enable us to quickly and accurately locate and resolve 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

  • More contact options - As alternative solutions.

    • Get contact details click here

Core elements of 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 resolution.

General report checklist (required for all issues)

  1. Clear description of the issue:

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

  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's 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 at the time the issue occurred, making it our most powerful diagnostic tool. Please refer to Collecting simulated runtime data for recording instructions.

  4. Log file (Log):

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

  5. Screen recording or screenshot:

    • Screen recording or high-definition screenshot when the issue occurs, which visually demonstrates the phenomenon you described.
    • Operation guides for different devices: Mobile recording, Headset recording.

  6. Mega localization library information

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

Supplemental checklist for specific issue types

To make issue localization more precise, please provide the following additional information based on your issue type:

A. Localization failure or instability

  • Have tried verifying at the same location using Mega Toolbox or PC tools, and state the result.
  • Have confirmed the map loaded in the localization 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 localization verification results using external tools.
  • Have confirmed content placement or code logic is correct.
  • If a rendering issue, provide screenshots or descriptions of the models, Shaders, or effects used.

C. Content jumping or drifting

  • Have described the device movement method (smooth/fast movement).
  • Have described the environmental texture and lighting conditions, and whether there are extremely similar confusing areas.
  • Have explained the pose processing logic within the app and confirmed content placement is correct.

D. WeChat Mini Program issues

  • Have provided screenshots showing the user enabled Mega service permissions within WeChat.
  • Have stated whether the user's phone model is on WeChat's official support list.
  • Have provided the Mini Program's AppID and specific business scenario description.

E. Performance issues (lag, high power consumption)

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

Exporting Unity development information using EasyAR Sense Unity Plugin

Specifically for Mega app development on the Unity platform, we provide a more convenient feedback information generation tool. Detailed steps are as follows:

  1. Open EasyAR > Sense > Ask a question in the menu bar
    Ask a question
  2. Provide the following information in Ask a question:
  • Check the runtime environment (single selection), e.g., Android.
  • Copy device information. Set DiagnosticsController.DumpSession to Log in ARSession, copy one frame's output, and fill the result into the device info box.
    Dump session
  • Check all EasyAR features used by your app, multiple selections supported.
  • Confirm completion of the four checks on the page and tick them, suggesting describing how to reproduce the issue in the Sample when asking.
  • Click the copy function on the top right to complete Unity development information collection.
    Export Unity development information

Suggested report submission process

  1. Prepare materials: Collect EIF, logs, screenshots/recordings, service info, development info, etc., based on the above checklist.
  2. Write report: Clearly describe the issue and attach all materials.
  3. Submit: Submit the report via your chosen channel.
  4. Follow up: After receiving the report, we will contact you via business channels 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.