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Troubleshooting

Before contacting support, try the following solutions for the most common issues. If the problem persists after trying the suggested steps, please submit a support request.

Black Screen or Not Powering On​

Symptoms: The screen remains black, the Mirror doesn't respond to the power button.

What to check:

  1. Power cable — make sure it's firmly connected to both the Mirror and the wall outlet.
  2. Power outlet — try a different outlet, or test the current outlet with another device to confirm it works.
  3. Surge protector — if using a power strip or surge protector, check that it's switched on.
  4. Power button — press and hold the power button for 5–10 seconds to force a startup.
  5. If the Mirror recently lost power unexpectedly (e.g., power outage), wait 30 seconds and try again.

If the screen still doesn't turn on after these checks, contact support.

WiFi Connection Issues​

Symptoms: The Mirror doesn't connect to WiFi, loses connection frequently, or shows a connectivity error.

What to check:

  1. WiFi router — verify your store's WiFi is working by testing with another device (phone, laptop).
  2. Signal strength — if the Mirror is far from the router, consider moving the router closer or using a WiFi extender.
  3. Network credentials — if the WiFi password was recently changed, the Mirror needs to be updated. Contact support for assistance.
  4. Captive portals — if your network requires a browser login (common in shopping centres), it won't work with the Mirror. Use a standard WPA2 network.
  5. Restart the Mirror — a simple reboot often resolves temporary connection issues.
  6. Ethernet alternative — if WiFi is unreliable, consider connecting via Ethernet cable for a more stable connection.
Remember

The Mirror works offline for the core user experience. WiFi issues affect remote support, updates, catalogue sync, and the QR code sharing feature, but customers can still use the basic try-on and catalogue features.

Camera Not Detected​

Symptoms: The virtual try-on shows no camera feed, or the system reports the camera as disconnected.

What to check:

  1. USB cable — check that the camera cable is securely connected at both ends (camera and Mirror).
  2. Reconnect the cable — unplug the USB cable, wait 10 seconds, and plug it back in.
  3. Camera position — make sure the camera hasn't been accidentally moved or knocked off its mount.
  4. Restart the Mirror — reboot the device to reset the camera connection.
  5. Check for physical damage — inspect the cable and connectors for visible damage.

If the camera is still not detected after reconnecting and restarting, contact support.

Audio Issues​

Symptoms: No sound, volume too low, or distorted audio.

What to check:

  1. Volume settings — the volume may have been set to minimum. Contact support to adjust remotely.
  2. Audio output — make sure nothing is blocking the speaker grilles on the device.
  3. Restart the Mirror — a reboot can resolve temporary audio driver issues.
  4. Environment — in very noisy environments, the audio may seem low. The volume can be increased remotely.

Showroom Does Not Start​

Symptoms: The Mirror powers on but the Showroom application doesn't launch, freezes on the loading screen, or shows an error.

What to check:

  1. Wait — the initial load can take up to 60 seconds. Give it time before assuming there's a problem.
  2. Restart the Mirror — hold the power button to shut down, wait 15 seconds, and power on again.
  3. Check for pending updates — if an update was interrupted, the system may need to complete it first. Make sure the Mirror is connected to the internet and leave it on.
  4. If the problem persists after two restarts, contact support — the team can diagnose and fix the issue remotely.

Touchscreen Not Responding​

Symptoms: The screen doesn't respond to touch, responds incorrectly, or has "dead zones".

What to check:

  1. Clean the screen — dirt, grease, or moisture on the screen can interfere with touch detection. Wipe with a clean, dry microfibre cloth.
  2. Check for obstructions — make sure nothing is resting against the screen edges (e.g., stickers, promotional materials).
  3. Wet or gloved hands — the capacitive touchscreen may not respond well to wet fingers or thick gloves.
  4. Restart the Mirror — a reboot recalibrates the touchscreen.
  5. If only specific areas are unresponsive, this may indicate a hardware issue. Contact support.

Performance Issues​

Symptoms: The Mirror is slow, animations stutter, or the interface lags.

What to check:

  1. Restart the Mirror — a reboot clears temporary memory and often restores performance.
  2. Temperature — if the Mirror is in a very warm environment (above 35°C), it may throttle performance to prevent overheating. Ensure it's within the recommended temperature range.
  3. Ventilation — check that the air vents on the back are not blocked.
  4. Long uptime — if the Mirror has been running for many days without a restart, a reboot may help.
  5. If the issue persists, contact support for remote diagnosis.
Still need help?

If none of the above solutions resolve your issue, please submit a support request with a description of the problem and any relevant photos. Our team is available Monday to Friday, 9:00 AM – 6:00 PM.