SUPPORT

Get back to the setup.

Start here if something is missing, slow, or hard to reach.

Troubleshooting

The skeleton is taking a long time to load

The first load downloads substantial 3D assets and textures. Allow it to finish on a stable connection. Check whether a loading error appears, and retry once if necessary. Reloading discards your current pose.

The image is blank or graphics are unavailable

The lab requires a working WebGL graphics context and supported framebuffer formats. Check that hardware graphics acceleration is enabled in your browser, then restart the browser. If it still fails, save a diagnostic report below and record the visible error. There is no substitute image when the renderer is unsupported.

I cannot reach Settings in fullscreen

Press Escape or use the fullscreen control to leave fullscreen, then open Settings. Browser and embedded-preview fullscreen behavior varies; include the browser and steps in your report. Fullscreen support is still part of the device acceptance review.

I lost sight of the patient

Choose Patient View to recenter the camera without resetting the pose. Room View shows the wider equipment layout. Reset patient changes the pose, so use it only when you want to restart.

My settings did not stay after reloading

Settings changes preview immediately but need Save. Saving with a category expanded saves that category; saving with all categories collapsed saves all categories. Private browsing, blocked storage, or clearing site data can remove saved settings.

The patient stops before touching an object

Patient contact uses sampled bone and equipment surfaces; equipment-to-equipment contact still uses conservative bounds. Movement away from the obstacle should remain possible. Contact is not a clinical or soft-tissue simulation.

Can I use this on a phone?

The lab has a narrow-screen Camera / Body / Tube / Part selector and stacked panels. Viewport and pointer checks have passed; actual touch, pinch, phone performance and the on-screen keyboard still need real-device review. A desktop or laptop is the current review baseline.

Where did my pose go?

Unsaved positioning lasts for the current session. In Free mode, use the save icon beside the position name to keep a library position’s setup and custom name in this browser. Reopen that record from the library to load it. Capture saves only the image. Undo and redo restore positioning during this session; Student tasks and exposures are not saved across reloads.

LOCAL SUPPORT TOOL

Prepare a diagnostic report.

Generate a small report with this build, browser, screen size, and a graphics capability check. Review it here, then download it if you want to share it. Nothing is sent automatically.

Contact & feedback

To send a message to Positionlab, open the lab and select Give Feedback. This uses the existing feedback form; review your message before sending. For access or loading problems, use the channel where you received preview access.

Share an actionable issue

  1. Record the library position and receptor you used.
  2. Describe the exact steps, the result you expected, and what happened instead.
  3. Add a screenshot and the diagnostic report if helpful. Review them for personal or patient information first.
  4. Send them through the channel where you received preview access.

A public support address and response policy have not been set yet. This page does not submit a support request.