Fix quickly any issue you may encounter.
I am experiencing connectivity issues
Select your current use:
Make sure that your device (iPad) is updated to the latest available version (check Apple's support page to find out more) and that you are using the latest available version of the Crisalix app. If not, you can follow these instructions to update it. Close your app before any of the updates and open it again after the relevant updates.
Check the format and the quality of the photos you are using. Sometimes, some formats may cause connectivity issues. If possible, take new photos with a different device and upload them again to create the 3D.
Please send an email to support@crisalix.com giving detail of your issue and we will try to help you as soon as possible.
Excellent! Enjoy your Crisalix experience.
Check the speed of your internet connection to where our servers are located. Sometimes, depending on where you are based, you may be having a low internet connection to reach our servers. For that, follow the steps described in this article and check the minimum required speed.
Please send an email to support@crisalix.com giving detail of your issue and we will try to help you as soon as possible.
Please contact your internet provider.
Excellent! Enjoy your Crisalix experience.
Check if you are connected to the internet using a high-quality cable and run a speed test following the steps described in this article.
Please find the specifications of your computer, take a screenshot and send it by email to support@crisalix.com. Select your type of computer to find out where to locate those specifications.
Follow the instructions provided on Apple's support page here. Alternatively, type in “About this Mac” in the in the menu bar. Take a screenshot of the window that pops up and please send an email to support@crisalix.com giving detail of your issue. We will try to help you as soon as possible.
If you are using PC with a Windows operating system, type “System information” in the Windows taskbar search field. From the “System information” page, select “System summary” on the left menu. Take a screenshot of that window and an email to support@crisalix.com giving detail of your issue. We will try to help you as soon as possible.
Excellent! Enjoy your Crisalix experience.
Crisalix is not working at all ("Request aborted" message)
Check that your internet correction is not interrupted. If possible, run a speed test as described in this article. If the problem persists, select your current scenario.
Some restrictions on the network you are using can be blocking the connection to Crisalix's servers. Try to connect to a different network (from home or to your smartphone).
Does the problem persist when connected to another network?
Contact the IT Department / Owner of the network that is causing the issue and explain the issue to them. They can fix this problem.
Please send an email to support@crisalix.com giving detail of your issue and we will try to help you as soon as possible.
Please send an email to support@crisalix.com giving detail of your issue and we will try to help you as soon as possible.
I have speed issues (the creation of the 3D takes too long)
Select your current use:
Make sure that your device (iPad) is updated to the latest available version (read Apple's support page to find out more) and that you are using the latest available version of the Crisalix app. If not, you can follow these instructions to update it. Close your app before any of the updates and open it again after the relevant updates.
Check the format and the quality of the photos you are using. Sometimes, some formats may cause connectivity issues. If possible, take new photos with a different device and upload them again to create the 3D.
Check the speed of your internet connection to where our servers are located. Sometimes, depending on where you are based, you may be having a low internet connection to reach our servers. For that, follow the steps described in this article and check the minimum required speed.
Please send an email to support@crisalix.com giving detail of your issue and we will try to help you as soon as possible.
Please contact your internet provider.
Excellent! Enjoy your Crisalix experience.
Check if you are connected to the internet using a high-quality cable and run a speed test following the steps described in this article.
Please find the specifications of your computer, take a screenshot and send it by email to support@crisalix.com. Select your type of computer to find out where to locate those specifications.
Follow the instructions provided on Apple's support page here. Alternatively, type in “About this Mac” in the in the menu bar. Take a screenshot of the window that pops up and send it to support@crisalix.com.
If you are using PC with a Windows operating system, type “System information” in the Windows taskbar search field. From the “System information” page, select “System summary” on the left menu. Take a screenshot of that window and send it to support@crisalix.com.
Excellent! Enjoy your Crisalix experience.
The quality of the 3D generated is not as accurate as expected
Did you take the photos following the recommendations described in the section Taking and uploading photos to create a 3D model to make sure that your photos are taken properly for a good quality 3D?
If you read and followed the instructions in the section Taking and uploading photos to create a 3D model and are completely sure that your photos meet the requirements, please send us an email with the photos together with a screenshot of the resulting 3D and we will investigate further.
Please read carefully the instructions and recommendations described in the section Taking and uploading photos to create a 3D model. Take new photos accordingly and create a new 3D model.
My face 3D model is appearing all black
Please select the browser you are working from and follow the instructions provided to fix this rare issue.
This issue is related to some of your browser's default settings. To change them, please:
- Locate the Safari menu.
- Select Preferences or Settings, depending on your version.
- In the new window, select Advanced (last tab) and enable “Show Develop menu in menu bar” .
Observe that a new option “Develop” appears on your Safari bar. - From the Develop menu, select “Experimental features”.
A new window with a long list of features opens. - Near the end of the list, locate “WebGL 2.0” and select to remove the checkbox.
- Press F5 on your keyboard or refresh the page.
As a result, your face 3D image should be correctly displayed.
Please send an email to support@crisalix.com giving detail of your issue and we will try to help you as soon as possible.
Excellent. Enjoy your Crisalix experience.
This issue is related to some of your browser's default settings. To change them, please:
- Locate the Chrome menu.
- Select Preferences to open the Settings window.
- In the Settings window, select System from the left-hand menu.
- Check “Use hardware acceleration when available”.
If disabled, turn it on and relaunch your software.
- In your Chrome browser, open a new window and type chrome://flags/#ignore-gpu-blacklist. The Experiments page opens.
- In the search box, type “Override” to find “Override software rendering list”.
- Open the options on the right, and set it to “Enabled”.
- Relaunch your browser.
Check if the face 3D is properly displayed.
Excellent! Enjoy your Crisalix experience.
My patients are not receiving any surveys
If you want to gain a deeper understanding of your patient's experience and how they perceive your service, you can enable in-app post-consultation and post-procedure surveys. From your account, access the Patient App section on the left-hand side menu. Under Settings, find the toggle to enable or disable the options to send to patients Post-consultation and/or Post-procedure surveys.
Observe your local or country regulations for some of the functionalities provided in the Patient App section.