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Configurators and Try-OnTroubleshooting

The AR button is missing ​

Make the Try-On button show in the viewer when it is absent.

Symptom ​

The viewer shows the ring, but the Try-On button is absent. This can occur on a share link, on an embed or on your own domain.

Cause ​

The Try-On button shows only when the saved project has Try-On on. A correct fit does not turn on Try-On by itself. This problem is not related to your plan or your account.

On an iJewel-managed domain, a viewer option can also hide the button.

Fix ​

Step 1 of 8
  1. In the platform, right-click the file. Select Open in, then Editor.
  2. Open the Try-On settings.
  3. Turn on Enable AR.
  4. Save the project.
  5. Reload the page that shows the viewer.
  6. If iJewel hosts the viewer on your domain, open Settings → Apps, embed and API → Domains. In the ⋯ menu of the domain, select Domain settings.
  7. Open Viewer Settings. Below Hide Controls, turn off Hide Try-On. Then select Save changes.
  8. Make sure that the model is a ring. Try-On is for rings.

For a Wedding Band Builder project, right-click the project folder and select More, then Edit default settings. Then do steps 2 to 5.

Try-On starts from a button

Browsers give camera access only after a tap or a click. Try-On cannot start automatically when the page opens.

If the problem continues ​

Contact support. Send the link to the page and the name of the file.