If you are having trouble playing any game, whether it’s freezing, crashing, or something else, there are a few troubleshooting steps that you can try.
- Make sure you are using a compatible device.
Osmo games are compatible with most iPads and select Fire tablets. To see which devices are compatible, please review this article. - Make sure you are using the correct Osmo base.
The Osmo bases are not interchangeable. You will need to use the iPad base if you have an iPad and the Fire base if you have a Fire tablet. Third-party stands and bases will not work. - Make sure you are using the correct reflector.
Some devices require one of our new, adjustable reflectors or a reflector adapter. To see which devices require a new reflector or the reflector adapter, please review this article. - Make sure you are in a well-lit area.
This will ensure that your camera is picking up all your pieces! - Try removing your reflector, loading the game, and then putting the reflector back on.
We’ve found that sometimes putting the reflector on your device before loading the game can cause some problems. Try taking it off, load the game again, and put the reflector on when the game prompts you to do so. - Close any apps that are running in the background.
Sometimes having too many apps running in the background can cause issues because it takes up a lot of your device’s memory to run them. Make sure you’ve closed all the apps running in the background before trying again. - Try turning your device off and back on.
This will clear any processes that may have gotten stuck when loading the app the first time. - Try clearing your keychain in the app.
Clearing your keychain in the app is like clearing the cache on your computer. You won’t lose any of your game progress or account information, but it will clear any temporary data that might be causing issues.
For instructions on how to clear your keychain, please take a look at this article. - Uninstall & reinstall the app.
Sometimes you just need to start with a fresh installation of the app. This is especially helpful after clearing your keychain. You won’t lose any of your game progress or account information, but it will make sure you have the most up-to-date version of the app and it will resolve any issues that might have occurred when the app was originally installed.