Welcome to Delight XR Support
Frequently asked questions
General Questions
Delight XR is offering video infrastructure products and services for businesses that rely on video. The products/services are structured into two categories:
- Delight XR Wizard – The easiest way to showcase and publish your VR and regular Videos in just three steps: Upload, customize, and publish. No coding required. Hosting and advanced encoding always included.
- Delight Modules – The flexible modular solution for businesses that rely on video. Developer-friendly integration, best-in-class encoding, tools for monetization and much more. Only pay for the modules you need.
The Delight XR Solution consists of ten modules and add-ons each representing different building blocks and media types of a high-end video infrastructure:
Video Player Module – Next-Gen VR and regular video player that supports all platforms
Live Streaming Module – The easiest way to stream VR and regular video on any device
Encoding Module – high-end cloud encoding for VR and regular video
Virtual Cinema Module – Create your virtual cinema to showcase 3D & regular videos in VR
Tour Module – Interactive Tour Solution for your 360° images
VR Showroom – Showcase all your content in a fully customizable virtual room
Hosting and Delivery – Scalable and reliable hosting combined with super-fast delivery
Monetization – Video ads , Video recommendations, affiliate and banner ads
Analytics API – The perfect interface for your analytics dashboard
Premium Support – If you need more than our basic support we offer professional services like premium technical support with guaranteed responses, proactive alerts, architectural reviews and integration support.
Each module and add-on has its own HTML tag for smooth website integration.
There are many different options for customizing your player or (other modules) depending on the type of content you plan to integrate into your website. Besides changing the logo and/or colors you can also customize the player behavior (auto-start, start-angle, hide user elements and so forth). To see the full extent of the player’s customization capabilities, please check out our documentation.
Delight XR Modules – Integrating your VR content is easy. The first step is to add the player script to the <header> section of your website. Don’t forget to insert the license key you received after your registration! You can also find the license key and sample snippets in your account dashboard.
After inserting the player script, you can start adding your content. Check out the “Getting Started” section in our documentation to see a sample of what your content could look like!
Delight Wizard – 1. Just drag and drop into the wizard to upload any kind of VR and regular video content. 2. Customize the player to your needs and showcase your content your way. Our white-label feature allows you to add your logo, choose your colors and link back to your website. 3. Publish your video by injecting our lightweight embed code into any website. Done :).
Unfortunately, there’s no option to host the player script on your own servers. However, if you do require a self-hosted player, don’t hesitate to contact our support to see if we can find a solution that’s right for you.
There are many reasons why the player may not detect a playable video source:
- The URL you entered isn’t valid
- The video source is not playable (encoding or other issues)
- Your left and right eye sources may not be integrated correctly
- Make sure to provide fallback sources (i.e., webm/vp8) in case mp4 (h.264 codec) can’t be decoded
- When referencing video sources from another domain, check if the correct CORS headers are set
To see a list of all supported formats check our documentation
A module is a component/building block of our modular Video player technology. For example, our Delight XR player is one module that you can choose which allows building your custom video infrastructure, perfectly adjusted to your individual demands. Modules are designed to be quickly and easily combined with other modules to expand their capabilities. For example, if you want to augment your player module banners and video ads, you can simply add the monetization module to unlock all of these features at any time.
Pricing
Delight XR’s main modules and add-ons have all individual prices. Please visit our pricing sub-pages to see all the prices for all the modules! Please do not hesitate to contact our sales team, if you have any questions ([email protected]).
You can cancel your professional support plan at any time. When subscribing monthly, your subscription will be canceled with the beginning of the next month. When you chose the annual billing your subscription will automatically run out, after the one year period, once you’ve canceled the subscription.
Compatibility
All major browsers and platforms are supported by Delight XR (and it’s products), in more detail:
- Recent versions of Chrome on Windows, OSX, Linux, Android, and iOS.
- Recent versions of Safari on OSX and iOS.
- Recent versions of Firefox on Windows, OSX, and Linux.
- Recent versions of IE 11 and Edge on Windows.
We strive to support as many HMDs as possible with Delight VR. To make things accessible to the end-user we provide users with a wizard, enabling to configure the user’s HMD. Here is a list of all currently supported devices by Delight VR.
Cardboard compatible headsets
Through our Wizard and our predefined distortion database, we support nearly any common Cardboard compatible headset on the market (i.e., Google Cardboard v1.0, Google Cardboard v2.0, Zeiss VR One and many more) on Android Phones as well as on iPhone.
Samsung Gear VR
Is supported in Samsung Internet from the Oculus Store, in which users will be prompted to enable WebVR (by navigating to internet://webvr-enable in the Samsung Internet browser) or any regular mobile browser with the Cardboard Enabler app.
Desktop VR headsets
All major desktop VR headsets are supported. Specifically, Oculus Rift (CV1 and DK2), Oculus Quest, Oculus Go and HTC Vive with WebVR enabled browser (as of writing these are special WebVR builds of Chromium and Firefox nightly).
Selecting the right phone is essential to calculate the correct distortion that fits the lenses of your HMD. If your phone is not listed in our wizard, please select a phone that is similar to your phone regarding the following specifications:
- Screen size
- Pixel density
- Screen aspect ratio
Selecting the right HMD is essential to generate a smooth experience. This depends on the lenses, the distance of the lenses, the distance between lenses and the phone and many more factors.
If your HMD is not listed, please select hardware that comes close to the specifications of the HMD you’re using.
The experience might be less premium compared to using supported HMDs.
If your HMD is not listed, please send us a mail (with the brand and name of your headset) and we will add it as fast as possible.
There could be many reasons why Delight XR is working not correctly. For troubleshooting read the instructions below:
- Check if your content is integrated properly and the markup is correct
- Make sure your device or browser supports WebGL
- Make sure you’ve installed the latest version of your browser
- When using a desktop PC or Mac with an HMD, check if your HMD is plugged in
- If the player stops at a certain percentage amount while loading, please wait. If there’s still no progress after 3 minutes, it is most likely an issue with your content
- Check your server and hosting setup, especially when referencing files from another domain (See “What does the CORS error message mean and how can I fix it?” question below)
Using Delight VR without HMD is not a problem. It doesn’t if you are on desktop or mobile – Delight VR seamlessly fallbacks to a non-VR version that works for all elements we support.
If you are using Delight XR on your desktop device, make sure that you’ve plugged in a working HMD and browsing with a WebVR ready browser. Otherwise, the player will show you a QR code you can scan using your mobile device to get the full VR experience.
Cross-origin resource sharing (CORS) is a mechanism that allows restricted resources (e.g., fonts, images, videos) on a web page to be requested from another domain outside the domain from which the resource originated. Please make sure that your content on the external server is set up to allow cross-origin resource sharing. Check out a detailed explanation here.
Please note that Safari and Internet Explorer 11 don’t allow cross-origin content even if CORS is configured correctly. For these contents to work, it is best to add a “cors-fallback-url=<URL>” to your <dl8-video> element and link to a minimal HTML page on the content server. There you can reference the videos locally. For more information, please see our documentation.
Some platforms or CMS don’t allow third-party code, custom elements or scripts to be integrated. We are permanently working on improving platforms support. If your platform does not support Delight VR, please notify us, and we will see what we can do.
You can use .mp4 (h.264 codec) as well as .webm (vp8 codec) formats with different video codecs to implement with Delight VR. Additionally, we support a lot of monoscopic and stereoscopic formats. Check out our documentation for more information.
Content Quality
The most common reasons why Delight XR seems to lag are:
- Your hardware does not fit the requirements and cannot deliver enough fps (frames per second)
- The server that provides the content does not have enough bandwidth
- The gyro of your device is not precise enough
- The GPU has to process too much data due to excessive video resolution or bitrate
When a video is playing slowly, it might be related to your bandwidth or the servers bandwidth.
When integrating a video with your website, you can define different qualities (e.g., 8k, 4k, 2k, 1080p, 720p and so on). After setting up the qualities correctly, the user can choose between them using our 3D video controls.
Read the documentation for more information.
If your content is not displayed correctly, please check that you’ve selected the correct video format. Also, check if your video content adheres to the specified video projection format and is not letterboxed or cropped. Read the documentation for more information.
