Before starting verifications, make sure your environment, lighting, and Orb setup are ready.
These steps help prevent errors and ensure smooth sessions.
Power & Network
Power on the Orb and stand.
Confirm the device is online and connected to your location’s WiFi (or stable network).
Activate the Orb by scanning the Operator QR code in Orb App.
Note:You may need to re-activate after any reboot or software update.
Environment
Lighting
Use soft, even, office-like lighting. Avoid anything that creates glare or deep shadows.
Prefer warm-white lighting around ~3500K.
Avoid bright incandescent bulbs — they can interfere with the infrared sensors.
If the space is dim, add soft, diffused fill light toward the user’s face.
Avoid reflections or shiny highlights in the eyes.
For new setups, quickly check light levels with a light-meter app to ensure both eyes are evenly illuminated.
Keep the Orb away from mirrors/reflective surfaces, LED walls, and strong directional lighting; avoid rapidly changing light.
Orb Placement
Keep the Orb 3+ meters away from windows, glass doors, or skylights (to prevent direct sunlight or backlight).
Align the stand along a wall to keep the background clean and distraction-free.
Maintain a tidy area around the Orb to avoid occlusions.
Position the Orb against a neutral background, ensuring a stable stand. Place the Orb slightly below the user’s eye level.
Examples
👍🏼 Good positioning
Orbs placed indoors, away from windows, with consistent lighting.
👎🏼 Bad positioning
Outdoors | In front of direct sunlight or bright windows |
Under skylights | In poorly lit areas |
Best Practices During Verifications
User Positioning
Distance & framing
Have the user stand 20–40 cm from the Orb.
Too close or too far can cause out-of-focus captures.
Height & alignment
The user should center their face and look into the mirror inside the lens.
Ask them to adjust posture (not to tilt or touch the Orb).
Head, gaze & stillness
Ask the user to keep their head straight, look directly at the Orb, and avoid blinking during the 3–5 second capture.
The Orb must not be touched or moved.
Obstructions
Remove sunglasses, reflective eyewear, hats, masks, hair, colored contact lenses, or heavy reflective makeup (such as glitter around the eyes) that cover the eyes.
Lighting
Ensure even, diffuse light on the face.
Avoid backlight or bright patterns behind the user.
Typical capture time
With proper positioning and lighting, capture completes in ~5 seconds.
Troubleshooting (Step-by-Step)
Follow these steps in order. Move to the next one only if the issue persists.
1. Quick triage
Check software version and Orb App health; update or reboot if needed.
Ensure the daily Operator QR code is active; re-scan after any reboot/update.
Check ring lights and on-screen messages to identify the failure stage (QR, positioning, capture, network).
Confirm the Orb is online. (Some models don’t clearly show when they lose internet.)
2. Environment checks
Lighting: even lighting, no glare, no backlight.
Placement: clean, neutral background facing the user.
Network: stable WiFi; if using a hotspot, keep it within 1–1.5 m.
3. User positioning
Center the face and ensure both eyes are visible.
Ask them to look at the Orb and remain still.
Remove sunglasses, eyewear, or hair blocking the eyes.
4. QR & pairing issues
Confirm the user is on the correct screen in World App (appointment banner or “I am with an Orb now”).
Clean the Orb face and the phone screen; increase phone brightness.
If issues persist, re-activate the Orb using the Operator QR code.
If the user’s phone still cannot connect, have them switch to a Guest network (if available).
5. Capture quality / “outside view” errors
Fix harsh shadows or bright sources behind the user.
Follow pre-flight prompts in the app.
6. Persistent timeouts or repeated failures
If issues continue, perform a Capacitor Test:
Start the Orb and let it run for 3 minutes.
Once fully on, remove the battery.
Measure how long it takes for the Orb to shut off.
If it shuts off immediately, the capacitors are not storing charge. → Record a video and open a Support ticket.
7. Backend failure states
Humanness fails: treat as a definitive fail. Avoid repeated retries.
Uniqueness fail: World App will restrict the session; direct the user to in-app support.
8. Logs & reproducibility
Note the exact ring light pattern and message stage.
From ~2 meters away, record a short video showing the full sequence (LEDs + audio).
Share it with Support if needed.
9. Reset & re-test
Power cycle the Orb.
Wait for a stable network connection.
Re-scan the Operator QR code.
Test with a known-good user or test QR to isolate environment vs user factors.
If multiple users fail in a row after network checks:
Record a short video and contact Support with:
Ring light patterns
Capacitor test result
Orb ID
Time & location
10. When to contact Support immediately
Systematic timeouts across multiple users
LED patterns suggesting hardware issues
Repeated pairing failures despite correct app screens and clean optics
Quick Troubleshooting
User QR code won’t scan / pairing fails
Confirm the user is on the correct World App screen.
Clean the Orb surface and phone camera.
Recheck WiFi and retry.
Poor capture quality
Reposition the user.
Adjust lighting.
Remove eyewear or anything blocking the eyes.
Retry capture.
Sessions stop mid-day
Re-scan the Operator QR code after any reboot or software update.
Repeated humanness or uniqueness fails
Stop retrying.
Direct the user to the in-app support chat from the failure screen.
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