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Configurators and Try-OnTroubleshooting

The ring sits wrong on the finger ​

Correct the Try-On fit when the ring is the wrong size, off centre or turned the wrong way.

Symptom ​

In Try-On, the ring is too large or too small. Or the ring is not centred on the finger. Or the ring head points in the wrong direction.

Cause ​

Each project has one saved fit. The fit sets the size, the position and the rotation of the ring on the finger. If the fit is wrong, each customer sees the same error.

Fix ​

Step 1 of 9
  1. Open the project in the editor. Then open the Try-On settings.
  2. Select Enter Setup. A cylinder shows inside the ring. The cylinder is the finger.
  3. Select Auto Fit. If it finds more than one result, select it again to see the next result.
  4. If the ring is too large or too small, change Model Size. Make the ring opening the same diameter as the cylinder.
  5. If the ring is not centred, change Position. Check the fit from Front, Top and Side.
  6. If the ring head does not point in the direction of the arrow, change Rotation.
  7. For a large correction, use X 90°, Y 90° or Z 90°.
  8. Select Exit Setup. Then select Preview in AR and check the ring on your hand.
  9. Save the project. Then reload the product page.

If Auto Fit does not find the ring

Auto Fit needs a clear opening in the ring. If it finds no opening, set the size, position and rotation by hand.

If the old fit shows after you save, save the project again and reload the page.

In a Wedding Band Builder project, one saved fit applies to every ring in the project.

Try-On is a preview

Try-On shows how the ring looks on the hand. It does not measure the ring size of the customer.

Does a higher plan make the fit more accurate? ​

No. Every plan uses the same hand tracking. The plan changes only the iJewel3D attribution mark in the camera view. Refer to Whitelabel Try-On.

Keep the ring on the ring finger ​

In your own integration, set the finger after Try-On starts:

javascript
await tryon.start();
tryon.finger = "ring";

Refer to Select the active finger.

Auto Fit replaces the saved fit ​

tryon.setup.autoFit() calculates a new size and a new position. It replaces the fit that the plugin uses. In your page code, apply the saved configuration with tryon.fromJSON(). Do not call tryon.setup.autoFit() after it. Refer to Apply the saved model configuration.

If the problem continues ​

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