Augmented Reality Troubleshooting Page


What to do if:


I see a black screen

This usually means that location services are not enabled in your browser. You might have activated location on one browser (e.g. Chrome), but your phone is opening the link in another (e.g. Safari). Make sure that geolocation is enabled specifically in the browser you are currently using.


I see the street but I don't see the AR object

It is possible that your phone is an older model, or you may simply need to hold your phone more vertically. Try to move the phone slowly to the left and right, framing the ground (like a manhole or the pavement) as well as nearby walls to help the camera calibrate. This process might take several minutes, depending on your device.


The AR object disappears

To keep the experience stable, do not move the phone too fast. Sudden movements can cause the camera to lose track of the environment. Crowds and people walking “through” the AR objects can also have a similar effect, interfering with the experience. Wait and try to upload again when the location is less crowded.

Quick Tips:

  • Refresh the page: If problems persist, a quick refresh often fixes sensor issues.
  • Check the light: AR works best in well-lit environments.
  • Move your phone slowly: Quick movements tend to confuse the sensors. 
  • Avoid crowds: People walking through the location might interfere with the experience.

I tried all of the above, but the AR world still doesn’t work on my phone

AR is a complex and still relatively new technology – to make sure that as many people as possible can fully enjoy all aspects of the (W)HOLE project, we will keep updating this page as we learn of new scenarios and solutions.

We apologise if the specific problem you are experiencing isn’t covered yet or couldn’t be solved through these recommendations. Luckily for you, there is still much more to discover!

Dive into thewhole.website, read the (WH)HOLE Digital Atlas to reveal the hidden meanings behind the manhole covers, or explore the (W)HOLE Repository to learn more about digital infrastructures, and meet exciting projects and initiatives.

There’s a (W)HOLE world waiting for you!