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Quick Troubleshooting Steps

Before diving into specific issues, try these general solutions that fix many common problems:
1

Refresh the page

Press Ctrl+R (Windows/Linux) or Cmd+R (Mac) to reload
2

Clear your browser cache

Go to Settings → Privacy → Clear browsing data → Clear cached images and files
3

Check your internet connection

Ensure you have stable internet access
4

Update your browser

Use the latest version of Chrome, Firefox, Safari, or Edge
5

Try a different browser

Test if the issue persists in another browser
Most RALQ issues can be resolved with these basic steps. If problems persist, check the specific troubleshooting sections below.

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Login and Session Issues

Problems accessing your account or staying logged in.
Solutions to try:
  1. Verify your credentials
    • Check that Caps Lock is off
    • Ensure you’re typing the correct email
    • Try copying and pasting your password
  2. Reset your password
    • Click “¿Olvidaste tu contraseña?”
    • Follow the password reset process
    • Check your email (including spam folder)
  3. Check for typos in email
    • Common mistakes: .com vs .gmail.com
    • Extra spaces before or after email
  4. Try a different browser
    • Sometimes browsers save incorrect info
    • Use incognito/private mode to test
If you’ve tried resetting your password multiple times without success, contact support at [email protected] with your account email.
Common causes and fixes:Browser settings:
  • Enable cookies for RALQ website
  • Disable “Clear cookies on exit”
  • Check that cookies aren’t being blocked
To enable cookies in Chrome:
  1. Click the lock icon in address bar
  2. Site settings → Cookies
  3. Select “Allow”
To enable cookies in Safari:
  1. Safari → Preferences
  2. Privacy tab
  3. Uncheck “Block all cookies”
Other solutions:
  • Disable browser extensions that block cookies
  • Don’t use “private/incognito” mode for regular use
  • Update your browser to the latest version
RALQ uses cookies to keep you logged in. Without cookies enabled, you’ll need to log in each time you visit.
This is normal security behavior. Your session expires after a period of inactivity.What to do:
  1. Click “Inicia sesión” to log back in
  2. Enter your credentials
  3. Continue using RALQ
To minimize session expiration:
  • Stay active on the site
  • Don’t leave RALQ open for hours without interaction
  • Close the tab when done (you’ll need to log in again later)
If you’re in the middle of studying and your session expires, your progress viewing models is not lost - just log back in and continue.
Troubleshooting steps:
  1. Check your internet connection
    • Open another website to verify you’re online
    • Try opening www.google.com
    • Check your Wi-Fi or data connection
  2. Server may be temporarily down
    • Wait 5-10 minutes and try again
    • Check if others are having the same issue
  3. Firewall or security software
    • Your firewall might be blocking RALQ
    • Temporarily disable to test
    • Add RALQ to allowed sites
  4. VPN interference
    • If using a VPN, try disconnecting
    • Some VPNs can cause connection issues
  5. Try a different network
    • Switch from Wi-Fi to mobile data (or vice versa)
    • Public networks sometimes block certain sites
If the problem persists for more than 30 minutes, the server may be undergoing maintenance. Contact support for status updates.

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3D Models Not Loading

Issues with molecular structures and 3D visualizations.
This typically indicates a WebGL problem.WebGL Troubleshooting:
  1. Test WebGL support
  2. Enable WebGL in Chrome:
    • Type chrome://flags in address bar
    • Search for “WebGL”
    • Set “WebGL” to “Enabled”
    • Relaunch browser
  3. Enable hardware acceleration:
    • Chrome: Settings → Advanced → System
    • Enable “Use hardware acceleration when available”
    • Restart browser
  4. Update graphics drivers (Windows):
    • Press Windows key + X
    • Select Device Manager
    • Expand “Display adapters”
    • Right-click your graphics card
    • Select “Update driver”
    • Restart computer
  5. Update graphics drivers (Mac):
    • System Preferences → Software Update
    • Install all available updates
Older computers (pre-2015) may have limited WebGL support. If updating drivers doesn’t help, try using a newer device.
Optimization strategies:
  1. Improve internet speed
    • Move closer to Wi-Fi router
    • Close streaming services or downloads
    • Use wired connection if possible
    • Test speed at speedtest.net
  2. Free up device resources
    • Close unnecessary programs/apps
    • Close extra browser tabs
    • Restart your device
  3. Clear browser cache
    • Settings → Privacy → Clear browsing data
    • Select “Cached images and files”
    • Clear and reload page
  4. Disable browser extensions
    • Some extensions slow down page loading
    • Try in incognito/private mode
    • Disable ad blockers temporarily
  5. Check data usage (mobile)
    • Mobile networks may throttle data
    • Switch to Wi-Fi if available
Once a model loads, it’s cached in your browser. Subsequent views of the same model will be much faster.
Common causes and fixes:Graphics driver issues:
  • Update your graphics drivers (see instructions above)
  • Restart your computer after updating
Browser issues:
  • Update to latest browser version
  • Clear browser cache
  • Try a different browser
Memory problems:
  • Close other programs
  • Restart your browser
  • Check available RAM (should have 2GB+ free)
Zoom level:
  • Reset browser zoom to 100%
  • Press Ctrl+0 (zero) to reset zoom
Persistent distortion on multiple devices may indicate an issue with the model file itself. Report this to support with:
  • Which molecule shows the problem
  • Screenshot if possible
  • Your device and browser info
Interaction troubleshooting:On desktop:
  • Click and drag to rotate (mouse button held down)
  • Use scroll wheel for zoom
  • Try right-click and drag for panning
  • Ensure mouse is working properly
On touchscreen:
  • Use one finger to drag and rotate
  • Pinch with two fingers to zoom
  • Two-finger drag to pan
  • Try tapping the model first to stop auto-rotate
If controls don’t work:
  • Refresh the page
  • Try clicking the model to focus it
  • Check if browser has focus (click the window)
  • Disable browser extensions that might interfere
  • Try a different mouse or touchpad
Models auto-rotate when first loaded. Click or tap the model to take manual control.
Immediate fixes:
  1. Refresh the page (F5 or Ctrl+R)
  2. Clear browser cache and reload
  3. Check internet connection
  4. Try a different browser
If error persists:
  • The model file may be temporarily unavailable
  • Wait 10-15 minutes and try again
  • Try a different molecule to see if all models are affected
  • Contact support if the problem continues
Note which specific molecule is causing the error. Some models may need maintenance while others work fine.

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AR Mode Problems

Resolving augmented reality functionality issues.
Device compatibility check:For iPhone/iPad:
  • Requires iPhone 6S or later
  • Requires iOS 14 or later
  • Check: Settings → General → About → iOS Version
For Android:
  • Requires ARCore support
  • Android 8.0 (Oreo) or later
  • Test: Install “Google Play Services for AR” from Play Store
Browser requirements:
  • iOS: Use Safari or Chrome
  • Android: Use Chrome (best support)
If your device doesn’t support AR, you can still use all 3D models in regular viewing mode. Only AR placement in real space won’t work.
Grant camera access:Chrome (Android):
  1. Tap the lock icon in address bar
  2. Site settings
  3. Camera → Allow
  4. Reload page
Safari (iOS):
  1. Go to iPhone Settings
  2. Scroll to Safari
  3. Camera → Allow
  4. Reload RALQ page
Android system settings:
  1. Settings → Apps → Chrome
  2. Permissions → Camera
  3. Allow
iOS system settings:
  1. Settings → Privacy → Camera
  2. Find Safari or Chrome
  3. Enable camera access
You must grant camera permission for AR to work. RALQ only uses your camera for AR viewing and doesn’t record or store images.
Surface detection issues:Improve lighting:
  • Turn on room lights
  • Avoid very bright or very dark rooms
  • Natural daylight works well
  • Avoid pointing at windows (backlighting)
Choose better surfaces:
  • Use flat, horizontal surfaces
  • Textured surfaces work better than plain ones
  • Avoid:
    • Plain white surfaces
    • Shiny or reflective surfaces
    • Glass tables
    • Very dark surfaces
Camera technique:
  • Move your device slowly
  • Point camera at surface at slight angle
  • Keep device steady while it scans
  • Don’t move too quickly
Environmental factors:
  • Remove clutter from surface
  • Ensure surface isn’t moving
  • Try a different location
  • Avoid very small surfaces
A wooden table, desk, or carpet with visible texture usually works best for AR tracking.
Repositioning and resizing:Move the molecule:
  • Drag with one finger to move horizontally
  • Some implementations: tap to place in new spot
Resize the molecule:
  • Pinch with two fingers to scale
  • Zoom out for smaller view
  • Zoom in for larger, detailed view
Reset AR view:
  • Exit AR mode (close or back button)
  • Re-enter AR mode
  • Place molecule again
If it still appears incorrectly:
  • Ensure you’re on a flat surface
  • Try standing further from the surface
  • Recalibrate by moving device around slowly
The initial placement size depends on how far you are from the surface when you tap to place. Stand further back for larger molecules.
Recovery steps:
  1. Force close the browser:
    • iOS: Swipe up and close Safari/Chrome
    • Android: Recent apps → Swipe away Chrome
  2. Clear browser cache:
    • Remove cached AR data
    • Gives fresh start
  3. Restart your device:
    • Clears memory issues
    • Resets camera system
  4. Update your OS:
    • iOS: Settings → General → Software Update
    • Android: Settings → System → System update
  5. Free up storage space:
    • AR requires available memory
    • Delete unused apps or files
    • Aim for 1GB+ free space
  6. Update browser:
    • Check App Store or Play Store
    • Install latest version
Frequent crashing on newer devices may indicate a bug. Report to support with:
  • Device model
  • OS version
  • Which molecule causes the crash
  • Steps to reproduce

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Browser-Specific Issues

Problems unique to particular web browsers.
Enable WebGL in Chrome:
  1. Type in address bar: chrome://flags
  2. Search for “WebGL”
  3. Set to “Enabled”
  4. Search for “WebGL 2.0”
  5. Set to “Enabled”
  6. Relaunch Chrome
Enable hardware acceleration:
  1. Settings → Advanced → System
  2. Turn on “Use hardware acceleration when available”
  3. Relaunch Chrome
Update Chrome:
  1. Settings → About Chrome
  2. Chrome will check for updates automatically
  3. Relaunch if update is found
If WebGL still doesn’t work after these steps, your graphics card may not support it. Try a different device or contact support.
Safari-specific fixes:
  1. Clear Safari cache:
    • Safari → Preferences → Privacy
    • Manage Website Data
    • Remove RALQ data
  2. Disable content blockers:
    • Safari → Preferences → Websites
    • Content Blockers
    • Disable for RALQ
  3. Enable JavaScript:
    • Safari → Preferences → Security
    • Ensure “Enable JavaScript” is checked
  4. Update Safari/macOS:
    • System Preferences → Software Update
    • Install all available updates
  5. Try Safari Technology Preview:
    • Download from apple.com/safari/technology-preview
    • Latest Safari features
Safari on older macOS versions (pre-10.14) may have limited support. Consider updating your OS or using Chrome.
Optimize Firefox for RALQ:
  1. Enable hardware acceleration:
    • Settings → General → Performance
    • Uncheck “Use recommended performance settings”
    • Check “Use hardware acceleration when available”
  2. Refresh Firefox:
    • Help → More Troubleshooting Information
    • Click “Refresh Firefox”
    • This keeps bookmarks but resets settings
  3. Disable unnecessary add-ons:
    • Add-ons → Extensions
    • Disable extensions you don’t need
  4. Increase cache size:
    • Type in address bar: about:config
    • Accept the warning
    • Search for browser.cache.disk.capacity
    • Increase value (measured in KB)
  5. Update Firefox:
    • Menu → Help → About Firefox
    • Auto-updates will trigger
iOS Safari AR troubleshooting:
  1. Check iOS version:
    • Settings → General → About
    • Must be iOS 14 or later
    • Update if needed
  2. Check device model:
    • Settings → General → About → Model Name
    • Must be iPhone 6S or later
    • iPad (5th gen) or later
  3. Grant camera permission:
    • Settings → Safari → Camera
    • Set to “Ask” or “Allow”
  4. Clear Safari data:
    • Settings → Safari
    • Clear History and Website Data
    • Reload RALQ
  5. Restart iPhone/iPad:
    • Press and hold power button
    • Slide to power off
    • Wait 30 seconds
    • Power back on
Older iOS devices (iPhone 6 and earlier) do not support AR. You’ll need to upgrade your device to use AR features.

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Performance Optimization

Make RALQ run faster and smoother.
System optimization:
  1. Close unnecessary programs
    • Free up RAM and CPU
    • Close other browser tabs
    • Exit unused applications
  2. Restart your device
    • Clears memory leaks
    • Resets system resources
  3. Check available storage
    • Free up disk space
    • Need at least 5GB free
    • Delete temporary files
  4. Scan for malware
    • Viruses can slow performance
    • Use antivirus software
    • Remove suspicious programs
  5. Update your OS
    • Performance improvements in updates
    • Bug fixes and optimizations
If RALQ works fine initially but slows down after extended use, your device may be overheating. Close RALQ, let device cool, then resume.
Reduce battery consumption:
  • Lower screen brightness
  • Close AR mode when not using it (AR uses camera intensively)
  • Use Wi-Fi instead of cellular (more energy efficient)
  • Close other apps running in background
  • Enable low power mode before using RALQ
  • Avoid using while charging (can cause overheating)
AR mode naturally uses more battery than regular 3D viewing due to camera usage and processing. This is normal for all AR applications.
Cooling strategies:
  1. Take breaks:
    • Use RALQ for 15-20 minutes
    • Rest device for 5-10 minutes
    • Repeat as needed
  2. Remove case:
    • Cases trap heat
    • Remove during intensive use
    • Let device breathe
  3. Avoid direct sunlight:
    • Use in cool, shaded area
    • Sunlight causes rapid heating
  4. Close other apps:
    • Reduces processor load
    • Generates less heat
  5. Lower screen brightness:
    • Screen generates significant heat
    • Reduces power consumption
If your device becomes uncomfortably hot, stop using it immediately and let it cool down. Continued overheating can damage your device.

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Error Messages

Specific error codes and messages explained.
What it means: A file (3D model, image, or script) couldn’t be downloaded.Solutions:
  1. Check your internet connection
  2. Refresh the page (F5 or Ctrl+R)
  3. Clear browser cache
  4. Try a different network
  5. Wait a few minutes (server may be busy)
If the error persists, the resource may be temporarily unavailable. Contact support if it continues for more than an hour.
What it means: You don’t have permission to access the resource.Common causes:
  • Not logged in
  • Session expired
  • Accessing restricted content
  • Firewall or proxy blocking access
Solutions:
  1. Log out and log back in
  2. Check that you’re using a registered account
  3. Disable VPN temporarily
  4. Try a different network
  5. Contact your network administrator (school/work networks)
What it means: The page you’re trying to access doesn’t exist.Common causes:
  • Typo in URL
  • Outdated bookmark
  • Page was moved or removed
  • Broken link
Solutions:
  1. Check the URL for typos
  2. Go back to the homepage and navigate from there
  3. Update your bookmarks
  4. If you followed a link, report the broken link to support

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Still Need Help?

If you’ve tried the solutions above and still experience issues:

Contact Support

When contacting support, please include:
  1. Device information:
    • Device model (e.g., iPhone 12, Samsung Galaxy S21)
    • Operating system and version (e.g., iOS 15.3, Android 12)
  2. Browser information:
    • Browser name and version (e.g., Chrome 98, Safari 15)
  3. Problem description:
    • What were you trying to do?
    • What happened instead?
    • When did it start?
    • Does it happen every time?
  4. Steps to reproduce:
    • Exact steps that cause the problem
    • Which molecule or page has issues
  5. Error messages:
    • Take screenshots of any error messages
    • Copy exact text of errors
  6. What you’ve tried:
    • List troubleshooting steps you’ve already attempted
    • This helps us avoid suggesting things you’ve already done
The more details you provide, the faster we can help you resolve the issue!

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