Troubleshooting

What You Should Do First

Unity projects are complex and can sometimes encounter issues when upgrading, moving files, or installing/uninstalling packages. If you're upgrading from an existing version, it's essential to review the release notes for any known issues related to the upgrade. Additionally, our forum can guide you through common problems.

Here are some general steps to follow for troubleshooting:

1. Check the Console Log: Start by reviewing the console log to see if any messages give you a hint about the problem.

2. Clear Cached Data:

   • Close Unity.

   • Delete the Library folder in your project directory to clear cached data and force Unity to rebuild the project.

   • Restart Unity. Unity will regenerate the necessary files from scratch.

3. Upgrading to New Versions:

   • If issues persist after upgrading, close Unity again.

   • Delete the entire realvirtual folder from your project. This will remove all realvirtual.io assets and configurations.

   • Open Unity again. Your scene references should remain intact.

   • Re-import the realvirtual.io Asset to restore all components and preserve references in your scenes.

Following these steps should resolve most issues while maintaining the integrity of your references to realvirtual.io components in your user scenes.

Contacting Support

If you still experience issues, please post on our public support forum at forum.realvirtual.io. This allows others to learn from your experience.

When posting a support issue, please include the following:

• Version Information: Always provide the version of realvirtual.io Professional/Starter and realvirtual.io Simulation you are using (search for "version" in your project folder to find the version numbers and check the properties in the inspector).

Getting the version numbers.

• Full Console Log: Include your full console log. On Windows, you can find it at %LOCALAPPDATA%\Unity\Editor\Editor.log. For other systems, refer to Unity's documentation: Unity Log Files.
• Reproducible Project: Prepare a project where the issue can be reproduced. Specify the scene where the issue occurs and ensure it's directly visible when starting the scene.

• Upload Your Project: Upload the full project, including the scene, to realvirtual.io/send. The upload will be private and only visible to our support team. In the upload comments, specify which scene we should open to check your issue.