Technical Issues and Browser Support

Supported Browsers

RealityMold is built for modern web browsers. Supported:

• Desktop: the latest two versions of Chrome, Firefox, Safari, and Edge.
• Mobile: Safari on iOS and Chrome on Android.

JavaScript must be enabled. The platform is a single page app and will not function without it.

For the best experience, use desktop with a stable broadband connection. Mobile works for review and approval style tasks; for setting up new campaigns and creatives, desktop is more comfortable.

If you are on an older browser version or a browser not listed above, you may hit visual or functional issues. Update to a recent version or switch browsers as the first move.

Video Playback Issues

If a video on a review page does not play:

Check the browser version. Outdated browsers occasionally lack codec support for the formats we deliver. Update first.

Clear the cache. Cached state from a previous session can interfere with the video player. Clear cookies and cached files for realitymold.com and reload. Cache clear steps are below.

Disable extensions temporarily. Ad blockers, script blockers, and privacy extensions sometimes block the video player or the signed URLs the player needs. Disable extensions, reload, and try again. If the video plays with extensions off, allowlist realitymold.com in the extension and turn it back on.

Check the connection. Videos stream from R2 storage and need a stable connection to load. On a slow connection, the player may buffer or fail. Try on a different network if you suspect this.

Try a different browser. If the video plays in one browser but not another, the issue is browser specific. The working browser is fine; the broken one needs the steps above.

The "Source Persona" images and the merged videos on the review page sometimes load slightly out of sync with the scene cards. If the persona section is empty but the scenes play, give the page a few seconds and reload once if needed.

Accepted File Formats

Product reference images (Main picture and extras on a creative's product step):

• JPEG, PNG, WebP.
• Max 10 MB per file. Larger images are downscaled automatically on upload.

Message attachments (in a thread with your account manager):

• Images: JPEG, PNG, WebP, GIF.
• Video: MP4, MOV, WebM.
• Documents: PDF, ZIP.

If your upload fails, check the format and file size first. A PDF in a product image slot, for instance, will be rejected. Same with a 25 MB raw camera image: it exceeds the platform's 10 MB cap.

Uploads also need a stable connection. A connection drop mid transfer fails the upload and you start over. Re upload the same file when you have signal.

Clearing the Cache (By Browser)

Different browsers, different paths.

Chrome. Settings → Privacy and security → Clear browsing data. Check cached images and files plus cookies. Click Clear.

Firefox. Settings → Privacy & Security → Clear Data. Select cached web content and cookies. Click Clear.

Safari. Safari menu → Clear History. Or Preferences → Privacy → Manage Website Data and remove realitymold.com.

Edge. Settings → Privacy, search, and services → Clear browsing data. Pick the types and click Clear.

After clearing, fully close the browser and reopen it before navigating back to RealityMold. The cleared state does not always take effect inside the same browser session.

Login and Session Issues

You get logged out unexpectedly. Sessions expire after a long idle window. Just sign back in. If sign in fails with a password you are sure is right, use the Forgot Password link on the sign in page.

Two tabs are out of sync. RealityMold uses optimistic concurrency on some surfaces (the creative product step in particular). If two tabs are editing the same creative, one of them gets a stale state warning and locks. Refresh the locked tab to pick up the live state. Avoid running two editing tabs against the same creative.

An action fails with "stale state" or "another session changed this". Same root cause. Refresh and try again. If it keeps happening, you may have another tab open you forgot about.

Reporting a Technical Issue

For technical issues that the steps above do not resolve, message your account manager through the platform. The team would rather have a too detailed message than a vague one.

A useful technical issue message includes:

• What you were trying to do (submit a creative, upload an image, watch a delivered video).
• What happened instead (specific error message, blank page, the spinner never stopped).
• Browser name and version.
• A screenshot if the issue is visual. Attachments work in message threads.
• The URL of the page you were on.
• Approximate timestamp of the failure (so the team can correlate with logs).

This level of detail saves a back and forth and gets the team straight into the diagnosis.

To send the message, see How to Message Your Account Manager. For output quality questions (not technical bugs, just "the video does not feel right"), see Common Questions About Video Quality.