Help Center
Troubleshooting Guide
Something not working? Find your problem below and follow the steps. Most issues are fixed in a minute or two — and if not, we're one email away.
About the "support code" in error messages
When something goes wrong in the app, the error message includes a short support code — a few letters and numbers that identify exactly what happened on our side.
If the steps on this page don't fix your problem, copy the support code and include it when you contact support at hello@lumina.studio. It lets us find your exact error immediately instead of asking you lots of questions.
Something went wrong (general errors)
An unexpected error can be a one-off hiccup. Try these steps in order:
- Try again. Close the error message and repeat what you were doing — many errors are momentary.
- Refresh the page. In a browser, press F5 (or pull down to refresh on a tablet). On a kiosk tablet, close and reopen the Interactive Avatar app.
- Sign out and back in. Occasionally your login session expires in the background.
- Wait a few minutes. If the problem affects everyone at once, it may be a temporary service issue that resolves on its own.
- Still stuck? Email support with the support code from the error message and a short description of what you were doing.
Sign-in & access problems
Can't sign in, or seeing a "no access" page after signing in?
- Check you're using the invited email address. Interactive Avatar is invite-only — you must sign in with the exact email address your organization's account was set up with.
- Look for an invitation email. New team members must accept an emailed invitation before they can sign in. Check your spam folder if it hasn't arrived.
- Seeing "no access"? Your account exists but isn't linked to an organization yet. Ask your organization's administrator to invite you, or contact support if you are the administrator.
- Forgot your password? Use the "Forgot password" link on the sign-in page to reset it by email.
- Stuck in a sign-in loop? Clear your browser's cookies for this site (or try a private/incognito window) and sign in again.
Billing & credits
Payment failed, avatar deactivated, or "out of streaming credits"?
- Open your Billing page. In the dashboard, go to Billing to see your subscriptions, streaming credit balance, and any failed payments.
- Out of streaming credits? Visitor sessions pause when credits run out. Upgrade your streaming tier or wait for your credits to renew — the Billing page shows the renewal date.
- Payment declined? Update the payment card on the Billing page. Charges are retried automatically once the card is fixed.
- Avatar showing as inactive? Each avatar needs an active avatar slot subscription. Check the Billing page to confirm the slot is paid and assigned.
- Questions about a charge? Email support — include your organization name and the approximate date of the charge.
Session won't start
The avatar won't appear, stays on a loading screen, or the session ends immediately?
- Try starting again. Session start-up depends on several live services — a second attempt often works.
- Check your streaming credits. Sessions won't start if your organization is out of credits — see the Billing & credits section above.
- Check the kiosk's internet connection. A live avatar needs a steady connection — see Network & connectivity below.
- Restart the kiosk app. On the kiosk tablet, fully close the Interactive Avatar app and open it again. If that doesn't help, restart the tablet.
- Only one session at a time. If the avatar seems "busy", another device may already be running a session with it. End that session first.
- Still failing? Contact support with the support code, the avatar's name, and roughly when it happened.
Hologram & display problems
The avatar isn't showing on the hologram fan, TV, or LED wall — or appears in the wrong place?
- Check the physical connections. Make sure the display is powered on, the cable between the tablet and the display is firmly seated, and the display is set to the correct input.
- Confirm the display window opened. When a session starts, a separate avatar window should appear on the connected display. If it didn't, restart the session.
- Avatar in the wrong position or size? Use the position controls in the kiosk settings to re-align the avatar with your display, then save.
- Hologram fan looks like a flat rectangle? The avatar's background must be pure black to "disappear" on the fan. If you see a visible box, check the avatar's background setting in the dashboard.
- Restart everything once. Power-cycle the display, then restart the kiosk app. This resolves most stubborn display issues.
Uploads (knowledge base files & images)
A PDF, text file, or image won't upload or gets stuck processing?
- Check the file type. Knowledge bases accept PDF and plain-text (.txt) files. Images should be common formats like JPG or PNG.
- Try a smaller file. Very large files take longer and are more likely to fail on a slow connection. Splitting a huge PDF into chapters also helps the avatar answer more accurately.
- Stay on the page while uploading. Navigating away mid-upload cancels it. Wait for the confirmation before moving on.
- Upload finished but stuck "processing"? Large documents can take a few minutes to be read and indexed. Refresh the page after a few minutes to see the updated status.
- Scanned PDFs may not work. If a PDF is just photos of pages (no selectable text), the avatar can't read it. Use a text-based PDF instead.
- Repeated failures? Try a different network or browser, then contact support with the file name and the support code.
Voice & microphone
The avatar can't hear visitors, doesn't respond to the wake word, or has no sound?
- Check microphone permission. The browser or kiosk app must be allowed to use the microphone. If a permission prompt appears, choose "Allow". On a tablet, check the system settings for microphone access.
- Check the volume. If the avatar talks but you can't hear it, turn up the tablet or display volume and make sure it isn't muted.
- Speak clearly, close to the tablet. In noisy spaces, visitors may need to stand closer for the microphone to pick them up.
- Wake word not responding? Wait until the avatar has finished speaking, then say the wake phrase clearly. The microphone listens between the avatar's answers, not while it's talking.
- Another app using the microphone? Close other apps that might be holding the microphone (video calls, voice recorders), then restart the kiosk app.
- Typed chat always works. If voice is being difficult, visitors can always type their question on the kiosk instead.
Network & connectivity
Frequent disconnects, frozen video, long delays, or "connection lost" messages?
- Test the connection. On the kiosk tablet, open a website or play a video. If it's slow everywhere, the problem is the network, not the avatar.
- Prefer a strong, dedicated connection. A live avatar streams video continuously. Wired ethernet or a strong dedicated Wi-Fi network works far better than busy public/guest Wi-Fi.
- Move closer to the router. If the tablet is far from the Wi-Fi access point, video quality and voice recognition both suffer.
- Captive portals block kiosks. Networks that require clicking "Accept" on a welcome page (hotel/guest Wi-Fi) will silently drop the avatar's connection. Use a network without a sign-in page.
- Ask IT about firewalls. Corporate networks sometimes block video streaming. Your IT team may need to allow streaming traffic for the kiosk device.
- After the network recovers, restart the kiosk app to get a fresh session.
Still need help?
Email us with the support code from your error message, your organization name, and what you were doing — we'll take it from there.
Contact Support