Support

Immersal Messukeskus App Support Page

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General advice

The idea is to start the app, point your device towards some markers (to make it understand where you are) and walk around to see fantastic and intriguing AR stuff. However sometimes things go wrong, but worry not, we like you so much that we have created a troubleshooting section. Here goes:

 

Troubleshooting

The app doesn’t start, I hate it!

Cause: The app isn’t meant for your device. We are sorry.

Fix: Buy a better and more expensive device. If you don’t have money, please work harder.

The app starts but it sucks because it doesn’t show any content!

Cause: Maybe you don’t have a network connection – or your app version or device is incredibly old.

Fix: Make sure you have a working network connection (either mobile data or wifi). Also make sure that you have the Settings -> General -> Date and time “Set automatically” option on. Your app version might also be too old for current content, so try updating (or even uninstalling and installing) it. Or maybe you should get a new gadget while you’re at it.

The AR objects move in strange ways or are not tied to real world!

Cause: The system doesn’t see or understand the markers for some reason.

Fix: Always try to show as many markers to your camera as you can, it could take a long time with just one marker visible. Try moving to a better location, where there are no objects between the marker and your camera. Make sure, that you are not too far from the markers. Cleaning the camera lens might help as well. Do note, that the shininess  of the markers can cause the machine vision not to recognize them, even though you as a human find it stupid. Markers look like this and are often hanging from the ceiling:

IMG_0009

The AR objects move pretty well in sync with the real world, but they are shaky as hell.

Cause: Sometimes it takes a bit time for the tracking (=AR object placement) system to settle down after starting the app (usually there’s no shaking or it lasts up to 20 secs, sometimes even a minute or so).

Fix: It helps considerably if you show the system multiple markers simultaneously. Also turning around and showing it markers from all directions helps. We know that this sucks and we are working on this. Except Jufo, who’s womanizing. Again.

I cannot change from one layer to another, I feel neglected!

Cause: The system doesn’t feel you have the right to change layer right now.

Fix: Normally you should be able to change layer by either swiping or tapping on the layer name in the lower part of the screen. If you are in the middle of some other action, the layer change might be disabled. If you are e.g. actively navigating, please tap “Stop navigation” button before changing layer. You can do it!

I cannot use search, help me!

Cause: you are not viewing a layer that has search functionality or we have made it too difficult to use. Or maybe you have written something  to the search box and results are empty.

Fix: Make sure you are on the Exhibitors layer or another layer with search functionality. On the bottom you can find a nice search box, that you can type text to. If the search box is not visible, you might be navigating already, so please tap the “stop navigation” button to make it appear. In case the box already has some text, delete it. Then try just a couple of letters first, and you should get a list of available items (e.g. a company names etc.) Then you can click on an item on the list and a dialog box with “Navigate to” and “Back” will appear. You can use the “Back” to get back to the search and choose another item. Or you can click “Navigate to” to enter the navigation mode. If you have written too much search terms, no items might be visible in the list. In that case try to write a bit less. Also please try to enter the words in different languages – sometimes people write their descriptions only in their own language. May the wind be on your back!

 

Any other difficulties? Please contact support@immersal.com but remember that we are very important and busy persons and don’t necessarily answer right away. We are sorry for delays and/or world hunger.

 

Thank you, we love you!

 

Bored? Well why don’t you read Immersal’s Terms of Service:

Immersal Terms of Service

These terms contain the exclusive terms and conditions between Immersal Ltd. (“Immersal”) and you or the business entity or organization you represent (“customer”) in regard to the access and use of Immersal services (“services”). You may use the services only subject to your full acceptance of these terms of service and the privacy policy. If you do not accept these terms or if you are not authorized to do so, you must stop using the services immediately.

  1. About the Service Provider

Immersal Ltd. (Finnish company ID 2712185-7) offers an augmented reality mobile application, Immersal Messukeskus, through Apple’s App Store and Google’s Play Store.

  1. Changes to the Service

Immersal shall have the right to make changes to the Services in the form of introducing new features or improvements to the Services.

Immersal shall also have the right to make such changes to the Services, which solely concern the technical environment without impacting the actual content of the Services.

Additionally, Immersal shall always have the right to make changes that are needed due to security reasons or required by law or authorities.

  1. Service Breaks

Immersal retains the right to stop the Services at any time due to maintenance work, or due to a security risk, or if required to do so by law or authorities.

Any breaks due to maintenance work or updates will be aimed to with carried out with minimal disturbance to Customers.

Immersal will inform customers about such breaks beforehand, if it is possible.

  1. Intellectual Property Rights

All intellectual property rights to the Services, including but not limited to software, technology, text and graphics and any modifications, derivations or adaptations thereof shall be vested in and remain as the sole property of Immersal or its licensors or partners with all rights reserved.

No license or other rights, including intellectual property rights or distribution rights to the software, technology, trademarks, inventions, data, graphics, or other intellectual rights regarding the Services are transferred to the Customer.

Subject to Customer’s compliance with these Terms of Service, Immersal grants Customer a personal, limited, non-exclusive, non-transferable and revocable right to use the Services for the duration of Customer’s subscription.

In connection with the use of the Service, the Customer may upload various data to the Service, such as photos, videos, audio, text, comments, usernames, contact details, personal data, links and files (“Customer Data”). The Customer retains ownership of and all other rights to the Customer Data and no rights of the Customer are transferred to Immersal under this agreement. Immersal shall have no rights to the Customer Data and Immersal shall not, unless it is required to do so in order to provide Services, access, monitor, control, add, modify or remove any Customer Data that may be generated, processed or transferred in connection with Services. Immersal shall comply with the Customer’s instructions regarding any use of the Customer Data.

  1. Immersal’s Responsibilities

Immersal shall deliver the Services in a secure and consistent manner and in accordance with the Privacy Policy.

Immersal shall inform Customers beforehand, if possible, about any material changes to the Services, Privacy Policy or these Terms of Service.

Immersal shall be compliant to GDPR laws, regulations and guidelines.

  1. Customer’s Responsibilities

Customer shall be responsible for using the Services in accordance with the law and good industry practices. Customer warrants that it shall use the Services in good faith and in accordance with all applicable data privacy and industry specific legislation.

Customer shall not engage in an attempt to reverse engineer, data mine, decompile or in any other way invade the underlying structures, source code or algorithms of the Services. Customer shall not attempt to bypass or breach any feature, security function or protection used by the Services. Customer shall not access or use the Services with false credentials.

  1. Limitation of Liability

To the maximum extent permitted by law, Immersal shall not be liable to Customer for any damages relating to the access or use of the Service. The Customer agrees that his sole remedy shall be to stop using the Service and to terminate their user account.

Under no circumstances shall Immersal be liable to Customer or any third party for any indirect, consequential or punitive damages, such as loss of business, loss of goodwill, loss of profit or loss of data.

To the extent that the Services contain links or integrate with third party websites or services, no responsibility or liability for the content of such websites or services shall be accepted.

  1. Changes to these Terms of Service

Immersal reserves the right to make changes to these Terms of Service at any time. A prior notification to Customers will be made in case the changes are substantial.

  1. Applicable law and Dispute resolution

This agreement shall be governed by the laws of Finland, excluding its choice of law provisions.

Any dispute, controversy or claim arising out of or relating to this agreement, or the breach, termination or validity thereof shall be resolved by Finnish courts, with the Helsinki District Court as first instance.

  1. Contact

For further information regarding these Terms of Service or the Privacy Policy please contact info@immersal.com.

Still awake? Try our Privacy policy:

PRIVACY POLICY

Immersal Oy (“Immersal” or “we”) collects and processes personal data of users of our online services and website. This Privacy Policy applies to personal data we obtain from individuals (“Users”) through our websites, online services, and web-based applications (collectively, the “Services”). In regard to this data we shall be acting as a data controller in the meaning of the EU data protection legislation.

Some of our services might be subject to a separate privacy policy. If a separate privacy policy applies to a particular service, we will post it on the relevant website or otherwise make it available in connection with the service in question.

Our Privacy Policy explains what data we process, how we do that and how the data subjects, i.e. Users, may use their rights (e.g. right to object, right of access).

This Privacy Policy may be updated if required in order to reflect the changes in data processing practices or otherwise. The current version can be found on our website. We will not make substantial changes to this Privacy Policy or reduce the rights of Users under this Privacy Policy without providing a notice thereof.

This Privacy Policy only covers data processing carried out by Immersal. The Privacy Policy does not address, and we are not responsible for, the privacy practices of any third parties. Immersal disclaims all responsibility for the processing carried out by third parties, also in cases where Services include hyperlinks or other links to third parties’ websites or services.

Privacy, security and online safety are important for us, and we process all personal data with due care and in accordance with applicable laws and regulations.

1. IMMERSAL’S CONTACT DETAILS
Name: Immersal Ltd.
Company ID: FI27121857
Correspondence address: Urho Kekkosen katu 4–6 A, 00100 Helsinki, Finland
E-mail address: info@immersal.com
Website: www.immersal.com

2. PERSONAL DATA PROCESSED AND SOURCES OF DATA

We collect the following information types of the Users:

(i) User Data; and (ii) Technical Data. Although we do not normally use Technical Data to identify individuals, sometimes individuals can be recognized from it, either alone or when combined or linked with User Data. In such situations, Technical Data can also be considered to be personal data under applicable laws and we will treat the combined data as personal data.

During the User’s use of the Services, Immersal may collect and process for example the following User Data from Users: (i) first and last name; (ii) e-mail address; (iii) phone number; (iv) Name and information regarding the organization the User represents; (v) information that Users provide when rating our Services or giving feedback on our Services; (vi) any other personal data Users may provide themselves.

The specific kind of User Data collected will depend on the Services used. User Data is received directly from Users.

Technical Data may include for example the following data (i) User’s IP address; (ii) browser type and version; (iii) preferred language; (iv) geographical location using IP address or the GPS, wireless, or Bluetooth technology on your device; (v) operating system and computer platform; (vi) the full Uniform Resource Locator (URL) clickstream to, through, and from our Services, including date and time; and (vii) areas of our Services User has visited.
Cookies
We use various technologies to collect and store Technical Data and other information when Users visit our Services, including cookies. Cookies allow us to calculate the aggregate number of people visiting our Services and monitor the use of the Services. This helps us to improve our Services and better serve our Users. We may also use cookies that make the use of the Services easier, for example by remembering usernames, passwords and preferences. We may use tracking and analytics cookies to see how well our Services are being received by our Users, and use unique cookie identifiers for tracking purposes.
Users may choose to set their web browser to refuse cookies, or to alert when cookies are being sent. This can usually be done through Internet browser’s settings. Information about how to manage cookies can be found online.
Please note that some parts of our Services may not function properly if use of cookies is refused.
Google Analytics
Our Services use web analytics services to compile Technical Data and reports on visitor usage and to help us improve our Services. For an overview of Google Analytics, please visit Google Analytics.

3. PURPOSES AND LEGITIMATE GROUNDS FOR PROCESSING OF PERSONAL DATA

Purposes

There are several purposes for the processing of personal data by Immersal:

To provide our Services and carry out our contractual obligations

We process personal data in the first place to be able to offer the Services to Users and to run, maintain and develop our business. We process and use personal data for example to provide essential functionalities for customers and Users. In some cases, personal data may be processed in order to carry out our contractual obligations towards the User. We may use the data for example to offer essential functionalities of the Services and to provide access to the Services. If User contacts our customer service, we will use the provided information for answering questions and solving possible issues.
For customer communication
We may process personal data for the purpose of contacting Users regarding our Services and to inform Users of changes in our Services. Data may also be used for research and analysis purposes in order to improve our Services.
For quality improvement and trend analysis
We may process information regarding the use of the Services to improve the quality of our Services e.g. by analysing any trends in the use of our Services. When possible, we will do this using only aggregated, non-personally identifiable data.
For statistical and analytical purposes
Immersal may gather Technical Data and other anonymous and aggregate data in order to generate reports and statistics. We may use statistics and reports for sales and marketing purposes. In addition, we may provide customers and Users with the aforementioned statistics and reports. For clarity, such statistics and reports do not include any personal data.
For other legitimate purposes
We process personal data for the purposes of direct marketing, such as the sending of newsletters or similar marketing material. Users can unsubscribe from receiving such material at any time.
In some parts of the Services, Users may be requested to grant their consent for the processing of personal data. In this event, Users may withdraw their consent at any time.

4. TRANSFER TO COUNTRIES OUTSIDE EUROPE
The data handled within our service platform is stored within the EU/EEA.
For our website functions we use service providers in several geographical locations, such as Google Analytics. As such, we and our service providers may transfer personal data to, or access it in, jurisdictions outside the European Economic Area or the User’s domicile. We will take steps to ensure that Users’ personal data receives an adequate level of protection in the jurisdictions in which we process it. We provide adequate protection for the transfer of personal data to countries outside of the European Economic Area through a series of intercompany agreements and agreements with our service providers based on the Standard Contractual Clauses or other similar arrangements.
More information regarding the transfers of personal data may be obtained by contacting us on addresses mentioned in this Privacy Policy.

5. RECIPIENTS
We only share personal data within the organisation of Immersal if and as far as reasonably necessary to perform and develop our Services.

We do not share personal data with third parties outside of Immersal’s organization unless one of the following circumstances applies:
It is necessary for the purposes set out in this Privacy Policy
To the extent that third parties need access to personal data to perform the Services, Immersal has taken appropriate contractual and organisational measures to ensure that personal data are processed exclusively for the purposes specified in this Privacy Policy and in accordance with all applicable laws and regulations.
For legal reasons
We may share personal data with third parties outside Immersal’s organization if we have a good-faith belief that access to and use of the personal data is reasonably necessary to: (i) meet any applicable law, regulation, and/or court order; (ii) detect, prevent, or otherwise address fraud, security or technical issues; and/or (iii) protect the interests, properties or safety of Immersal, our Users or the public in accordance with the law. When possible, we will inform Users about such transfer and processing.
To authorized service providers
We may share personal data to authorized service providers who perform services for us (including data storage, sales, payment service, marketing and customer support service providers). Our agreements with our service providers include commitments that the service providers agree to limit their use of personal data and to comply with privacy and security standards at least as stringent as the terms of this Privacy Policy. Please bear in mind that if you provide personal data directly to a third party, such as through a link on our website, the processing is typically based on their policies and standards.
For other legitimate reasons
If Immersal is involved in a merger, acquisition or asset sale, we may transfer personal data to the third party involved. However, we will continue to ensure the confidentiality of all personal data. We will give notice to all Users concerned when the personal data are transferred or become subject to a different privacy policy as soon as reasonably possible.
With explicit consent
We may share personal data with third parties outside Immersal’s organization for other reasons than the ones mentioned before, when we have the User’s explicit consent to do so.

6. STORAGE PERIOD
Immersal does not store personal data longer than is legally permitted and necessary for the purposes of providing the Services or the relevant parts thereof. The storage period depends on the nature of the information and the purposes of processing. The maximum period may therefore vary per use.
Typically, we will store User’s personal data for as long as the User is a registered subscriber or a registered user of our Services or for as long as we have another purpose to do so and, thereafter, for no longer than is required or permitted by law or reasonably necessary for internal reporting and reconciliation purposes.
In general, personal data of Users are deleted within reasonable time after the User no longer uses any part of the Services or when the User makes a request regarding deletion of User’s personal data.

7. USERS’ RIGHTS
Right to access
Immersal offers access for the Users to the personal data processed by Immersal. This means that Users may contact us and we will inform what personal data we have collected and processed regarding the said User and the purposes such data are used for.
Right to withdraw consent
In case the processing is based on a consent granted by User, User may withdraw the consent at any time. Withdrawing a consent may lead to fewer possibilities to use our Services.
Right to correct
Users have the right to have incorrect, imprecise, incomplete, outdated, or unnecessary personal data we have stored about the User corrected or completed.
Right to deletion
Users may also ask us to delete the User’s personal data from our systems. We will comply with such request unless we have a legitimate ground to not delete the data. We may not immediately be able to delete all residual copies from our servers and backup systems after the active data have been deleted. Such copies shall be deleted as soon as reasonably possible.
Right to object
Users may object to certain use of personal data if such data are processed for other purposes than purposes necessary for the performance of our Services to the User or for compliance with a legal obligation.
Users may also object any further processing of personal data after prior given consent. If User objects the further processing of personal data, this may lead to fewer possibilities to use our Services.
Notwithstanding any consent granted beforehand for the purposes of direct marketing, User has the right to prohibit us from using User’s personal data for direct marketing purposes, market research and profiling by contacting us on the addresses indicated above or by using the unsubscribe possibility offered in connection with any direct marketing messages.
Right to restriction of processing
Users may request us to restrict certain processing of personal data, this may however lead to fewer possibilities to use our Services.
Right to data portability
Users have the right to receive their personal data from us in a structured and commonly used format and to independently transmit those data to a third party.
How to use the rights
The above mentioned rights may be used by sending a letter or an e-mail to us on the addresses set out above, including the following information: name, address, phone number and a copy of a valid ID. We may request the provision of additional information necessary to confirm the identity of the User.
We may reject requests that are unreasonably repetitive, excessive or manifestly unfounded.

8. LODGING A COMPLAINT
In case User considers our processing of personal data to be inconsistent with the applicable data protection laws, a complaint may be lodged with the local supervisory authority for data protection.

9. INFORMATION SECURITY
It is our responsibility to protect our platform and data with best possible solutions.

We take all reasonable and appropriate security measures to protect the personal data we store and process from unauthorised access or unauthorised alteration, disclosure or destruction. Measures include for example, end-to-end TLS communication encryption and encryption of sensitive user information. We monitor data security threats and solutions, and take them into account in our platform solutions and architecture.
We use administrative, organizational, technical, and physical safeguards to protect the personal data we collect and process. Our security controls are designed to maintain an appropriate level of data confidentiality, integrity, and availability. We regularly test our websites, data centres, systems, and other assets for security vulnerabilities.
Should despite of the security measures, a security breach occur that is likely to have negative effects to the privacy of Users, we will inform the relevant Users and other affected parties, as well as relevant authorities when required by applicable data protection laws, about the breach as soon as reasonably possible.

For more information, contact our CTO Tatu Blomberg, +358 40 933 6070 or tatu@immersal.com.