Technical Issues and Browser Support

Supported Browsers

RealityMold is designed to work with modern web browsers. The platform supports the latest two versions of Chrome, Firefox, Safari, and Edge on desktop. On mobile, Safari on iOS and Chrome on Android are supported.

For the best experience, use a desktop browser with a stable internet connection. JavaScript must be enabled for the platform to function properly. If you are using an older browser version or a browser not listed above, you may encounter visual or functional issues that can be resolved by updating or switching browsers.

Video Playback Issues

If videos do not play on the review page, start by checking that your browser is up to date. Outdated browser versions occasionally lack support for the video codecs used on the platform.

Clear your browser cache and cookies, then reload the page. Cached data from a previous session can sometimes interfere with video loading. Instructions for clearing your cache are included below.

Browser extensions can also cause playback problems. Ad blockers, privacy extensions, and script blockers may prevent the video player from loading or connecting to the content server. Try disabling extensions temporarily to see if playback resumes. If it does, add RealityMold to the extension's allowlist so the platform works normally with the extension active.

Check your internet connection. Videos stream from the server and require a stable connection to load and play smoothly. If your connection is slow or intermittent, the video may fail to load or buffer frequently.

If the issue persists after trying all of the above, test playback in a different browser. If the video plays in one browser but not another, the issue is specific to the original browser's configuration or extensions.

Upload Issues

Product images must be in JPEG, PNG, or WebP format. If your upload fails, verify that the file is in one of these formats and check that the file size is within the allowed limit.

If an upload continues to fail with a valid file, try clearing your browser cache and attempting the upload again. Using a different browser is another effective troubleshooting step when uploads behave unexpectedly.

A stable internet connection is important during uploads. If your connection drops during the transfer, the upload will fail and you will need to try again.

Clearing Your Browser Cache

Each browser handles cache clearing differently. Here are the steps for the most common browsers.

Chrome. Open Settings, navigate to Privacy and Security, and select Clear Browsing Data. Check the boxes for cached images and files and cookies, then confirm.

Firefox. Open Settings, go to Privacy and Security, and click Clear Data. Select cached web content and cookies, then confirm.

Safari. Open the Safari menu and select Clear History. Alternatively, go to Preferences, then Privacy, then Manage Website Data to remove data for specific sites.

After clearing your cache in any browser, close the browser completely and reopen it before navigating back to the platform. This ensures the cleared data does not persist from the previous session.

Contacting Support

For technical issues that the steps above do not resolve, message your account manager through the platform. When describing a technical problem, include the browser name and version you are using, a description of what you see or what is not working, and any error messages that appear on screen. Screenshots are helpful when the issue is visual. This information helps the team diagnose the problem and provide a specific solution.

To send a message, see How to Message Your Account Manager. For questions about video output quality or unexpected results, see Common Questions About Video Quality.