I've tried everything to fix it, i've bought my phone, the moto g60 back in november. I didn't know about the issue with ArCore while buying the phone, I've just noticed it is a very common problem among the users, the app doesn't completely load in any ar game nor ar stickers.

I've looked at the problem for the past hour and i didn't see anyone try to properly fix it stating that the staff can not replicate the problem, but it occurs in 99% of the phones. When i've tried to open ar stickers out of curiosity if it would've worked, it was loading the ar core app then it just crashed, and didn't try loading up again till going out of the camera app and trying again. I didn't notice the issue while i've had the time to return the phone and i've been looking at ways to fix it. I was wondering if the phone model just doesn't support ar core or is it the android version that doesn't. (On my old phone "samsung galaxy a50" everything worked but i accidenty broke it and bought a new phone as it broke 3 years after buying it) I hope you'll understand and try to help and fix the issue.

Thank you in advance,

KinaWolf

@KinaWolf wrote:

I've tried everything to fix it, i've bought my phone, the moto g60 back in november. I didn't know about the issue with ArCore while buying the phone, I've just noticed it is a very common problem among the users, the app doesn't completely load in any ar game nor ar stickers.

I've looked at the problem for the past hour and i didn't see anyone try to properly fix it stating that the staff can not replicate the problem, but it occurs in 99% of the phones. When i've tried to open ar stickers out of curiosity if it would've worked, it was loading the ar core app then it just crashed, and didn't try loading up again till going out of the camera app and trying again. I didn't notice the issue while i've had the time to return the phone and i've been looking at ways to fix it. I was wondering if the phone model just doesn't support ar core or is it the android version that doesn't. (On my old phone "samsung galaxy a50" everything worked but i accidenty broke it and bought a new phone as it broke 3 years after buying it) I hope you'll understand and try to help and fix the issue.

Thank you in advance,

KinaWolf

 

Hi,

Thanks for posting. Can you please share a video showing the issue? Please update your profile with your current phone, carrier, and IMEI -- this will help me investigate.  Need help updating your profile? See here: https://forums.lenovo.com/t5/Forum-Feedback/Complete-your-forums-profile/td-p/3339943.

Thanks,

Fathima

@Agent_Fathima wrote:

@KinaWolf wrote:

I've tried everything to fix it, i've bought my phone, the moto g60 back in november. I didn't know about the issue with ArCore while buying the phone, I've just noticed it is a very common problem among the users, the app doesn't completely load in any ar game nor ar stickers.

I've looked at the problem for the past hour and i didn't see anyone try to properly fix it stating that the staff can not replicate the problem, but it occurs in 99% of the phones. When i've tried to open ar stickers out of curiosity if it would've worked, it was loading the ar core app then it just crashed, and didn't try loading up again till going out of the camera app and trying again. I didn't notice the issue while i've had the time to return the phone and i've been looking at ways to fix it. I was wondering if the phone model just doesn't support ar core or is it the android version that doesn't. (On my old phone "samsung galaxy a50" everything worked but i accidenty broke it and bought a new phone as it broke 3 years after buying it) I hope you'll understand and try to help and fix the issue.

Thank you in advance,

KinaWolf

 

Hi,

Thanks for posting. Can you please share a video showing the issue? Please update your profile with your current phone, carrier, and IMEI -- this will help me investigate.  Need help updating your profile? See here: https://forums.lenovo.com/t5/Forum-Feedback/Complete-your-forums-profile/td-p/3339943.

Thanks,

Fathima

While trying to play an Augumented Reality game the screen where the view from the camera should be is just black but here's what happens while trying to open ar stickers. https://drive.google.com/file/d/1x9h_krMenFlhFyaR-4WR5nCiVgEEGs6q/view?usp=drive_link
Thanks,
Kina

@KinaWolf wrote:

@Agent_Fathima wrote:

@KinaWolf wrote:

I've tried everything to fix it, i've bought my phone, the moto g60 back in november. I didn't know about the issue with ArCore while buying the phone, I've just noticed it is a very common problem among the users, the app doesn't completely load in any ar game nor ar stickers.

I've looked at the problem for the past hour and i didn't see anyone try to properly fix it stating that the staff can not replicate the problem, but it occurs in 99% of the phones. When i've tried to open ar stickers out of curiosity if it would've worked, it was loading the ar core app then it just crashed, and didn't try loading up again till going out of the camera app and trying again. I didn't notice the issue while i've had the time to return the phone and i've been looking at ways to fix it. I was wondering if the phone model just doesn't support ar core or is it the android version that doesn't. (On my old phone "samsung galaxy a50" everything worked but i accidenty broke it and bought a new phone as it broke 3 years after buying it) I hope you'll understand and try to help and fix the issue.

Thank you in advance,

KinaWolf

 

Hi,

Thanks for posting. Can you please share a video showing the issue? Please update your profile with your current phone, carrier, and IMEI -- this will help me investigate.  Need help updating your profile? See here: https://forums.lenovo.com/t5/Forum-Feedback/Complete-your-forums-profile/td-p/3339943.

Thanks,

Fathima

While trying to play an Augumented Reality game the screen where the view from the camera should be is just black but here's what happens while trying to open ar stickers. https://drive.google.com/file/d/1x9h_krMenFlhFyaR-4WR5nCiVgEEGs6q/view?usp=drive_link
Thanks,
Kina

Hi @KinaWolf,

Thanks for sharing a video. Could you please verify if both the Google Lens and AR Core apps are updated? Please note that AR Stickers are getting removed as Google has discontinued support for them and is now requesting the removal of this feature.

Regards,
Rizza
Motorola Support

@Agent_Rizza wrote:

@KinaWolf wrote:

@Agent_Fathima wrote:

@KinaWolf wrote:

I've tried everything to fix it, i've bought my phone, the moto g60 back in november. I didn't know about the issue with ArCore while buying the phone, I've just noticed it is a very common problem among the users, the app doesn't completely load in any ar game nor ar stickers.

I've looked at the problem for the past hour and i didn't see anyone try to properly fix it stating that the staff can not replicate the problem, but it occurs in 99% of the phones. When i've tried to open ar stickers out of curiosity if it would've worked, it was loading the ar core app then it just crashed, and didn't try loading up again till going out of the camera app and trying again. I didn't notice the issue while i've had the time to return the phone and i've been looking at ways to fix it. I was wondering if the phone model just doesn't support ar core or is it the android version that doesn't. (On my old phone "samsung galaxy a50" everything worked but i accidenty broke it and bought a new phone as it broke 3 years after buying it) I hope you'll understand and try to help and fix the issue.

Thank you in advance,

KinaWolf

 

Hi,

Thanks for posting. Can you please share a video showing the issue? Please update your profile with your current phone, carrier, and IMEI -- this will help me investigate.  Need help updating your profile? See here: https://forums.lenovo.com/t5/Forum-Feedback/Complete-your-forums-profile/td-p/3339943.

Thanks,

Fathima

While trying to play an Augumented Reality game the screen where the view from the camera should be is just black but here's what happens while trying to open ar stickers. https://drive.google.com/file/d/1x9h_krMenFlhFyaR-4WR5nCiVgEEGs6q/view?usp=drive_link
Thanks,
Kina

Hi @KinaWolf,

Thanks for sharing a video. Could you please verify if both the Google Lens and AR Core apps are updated? Please note that AR Stickers are getting removed as Google has discontinued support for them and is now requesting the removal of this feature.

 

Regards,
Rizza
Motorola Support

I've updated ar core and reinstalled it fully same with google lens right before posting the original comment here.

@KinaWolf wrote:

 

I've updated ar core and reinstalled it fully same with google lens right before posting the original comment here.

Hi,

We would request you please submit feedback on your device.This will send a report to our team with information about the issue. Also, please make sure that the options under Settings > Privacy > Motorola Privacy are on as well.You may review the Motorola privacy terms and conditions. 

Steps to submit Feedback 

1.Tap on Settings

2.Tap on Ratings & Feedback

3.Select a Rating, Tap on Next

4.Select feedback you want to provide. Tap on Next.

5.Provide the details about the issue (you can also attach video/Images referring to the issue) - please make sure the " include system logs" box is checked for diagnostic data.

6. Tap on Submit. 

Also, please let us know once the feedback is submitted, so that we can follow up with our team.

Thanks,

Fathima