A: First, ensure an internet connection is available. Then, ensure you are using the QR code from the activation card and not from the external packaging or manual. If you are still experiencing problems with activation, reboot the device, reconnect to WiFi or use a 3G/4G connection after disconnecting from WiFi (Note: Popup Zoo and Popup Zoo 2 have different activation codes). (If the suggested solutions do not resolve these issues, please dial 400 and our after-sales staff will verify use of the activation code.)

A: First, ensure an internet connection is available. Then, ensure the device used for installation is an Android or iOS device. If Android device is using the QR code on the packaging for installation, use the device’s pre-installed system browser (our company is unable to provide the name of system browser for each device). If installation is not completed using the QR code, 360 Mobile Assistant can be used with Android devices, while the App Store can be used with iOS device to search for the related software name for downloading and installation. (If the iOS device is jailbroken, downloading or use of our software may be disabled. Since this issue is not attributed to software, please contact Apple’s customer service department to verify whether anti-jailbreak operations are available).

1. If there is no sound on an Android device, check if silent mode is on or media sound is in silent mode.

2. If there is no sound on an iOS device, check if silent mode is on (only for iOS devices other than iPad Air 2 and 3). If yes, please turn off silent mode (via the ring/silent switch above the volume keys on the left of an iPhone/on the right of iPad). If the ring/silent switch is not switched to silent, select “Silent” in “Settings” →”General” →”Use side switch to”.

3. If there is a no sound on iOS device (only for iPad Air 2 and 3 and iPad mini 3 and 4), you can drag the bottom of main screen upward, and then click the small bell icon on taskbar until slash disappears.

4. If such problem occurs with a jailbroken iOS device, you may be unable to resolve the issue using the ways suggested above. Please contact Apple’s customer service department.

A: App crashing is caused by low memory. The problem does not lie with the software itself. If you are experiencing crashing, manually close all programs that are running in the background (background programs will continue to run even when the iOS device is turned off) and clear cache. In most cases, these measures can resolve crashing issues. However, if the iOS device has been jailbroken, you may be unable to resolve this issue. Please contact Apple’s customer service department to confirm whether your device has been jailbroken.

A: Black/white screen is in most cases attributed to the fact that the mobile camera functionality is limited. Resolve this problem using the following steps:

1. Android devices: 360 Guard → safety guard→privacy monitoring →software privacy control →corresponding program → Select “Yes” for Photo/Camera. (rooted Android device).

2. iOS devices: iOS version must be 8.0 or above, “Setting” → scroll down to the relevant app → Allow the app to access the camera.

3. Mi devices: “Safety Center” →find ”Authorization Management” → select “Mobile Camera/Video” in “Application Right Management” → select “Yes”

4. Huawei devices: “Mobile Manager” → find “Authority Management” →select the related program in “Application” and then “Use Camera” → select “Yes”

5. If the iOS device has been jailbroken, y you may be unable to resolve the issue using the ways suggested above. Please contact Apple’s customer service department.

Reason: Part of the code was not scanned by the device’s camera, so the software is unable to recognize the content inside the grid.

Solution: Tilt or adjust the height of the device so that the entire code can be scanned by the device’s camera, thereby achieving the 3D result.

Reason 1: Based on the device data, you learn that the device version/specification is too old and is unable to support our software.

Solution: Try changing your device. [iOS version must be 8.0 or above, Android OS must be 4.4 or above]

Reason 2: Excessive coloring may be covering the grid lines and the software is unable to recognize the information within the grid.

Solution: Test by scanning the uncolored page. If a 3D effect is achieved, it means that excessive color has been applied, covering the grid lines. Although unavoidable for similar brands, but we will be working to improve our technology in order to resolve this issue. Meanwhile, our AR drawing technology is committed to offering children a chance to fully utilize their ability to identifying color, hands-on work and language in pattern modeling, interactive entertainment or education. Therefore, we strongly emphasize early design work and stress the required distance between the coloring and scanning grid in order for children to develop concentration and control.

Reason: Huawei’s unique chips are incompatible with our app, so Huawei’s device cannot support video recording.

Solution: We are working to resolve this issue. Our technical department will improve their design to ensure compatibility with Huawei devices. For now, please use other devices. We apologize for any inconvenience.