NyzaverseNyzaverse

Support · Troubleshooting

When something won't work

Something not behaving? Start with a refresh — it clears most one-off glitches on its own. If that doesn't do it, the quick fixes below cover the snags people hit most: a world that won't load, missing sound, not seeing other people, phone and VR quirks, and trouble signing in.

The world won’t load or shows a black screen

Most of the time this is a one-off hiccup, and a single refresh clears it. If it sticks around, it's almost always your browser needing a little graphics headroom — here's how to give it some.

It’s stuck loading or the screen is just black — what first?
Refresh the page.Most one-off glitches clear with a single reload, so that's always worth trying before anything else. Give it a moment to load fully — the world has a fair bit to bring in the first time.
It still won’t render after refreshing
The world needs WebGL and hardware accelerationturned on in your browser — that's what draws the 3D scene. If either is switched off, you'll get a black screen. Enable hardware acceleration in your browser's settings and reload.
It loads but feels slow, stutters, or runs out of steam
Close other heavy tabs to free up memory, and use a recent browser version — older builds can struggle with a live 3D world. For the full rundown on getting things buttery-smooth, see Performance.

I have no sound / can’t be heard

Sound issues are nearly always a muted switch somewhere — on your device, the browser tab, or the in-world mixer. A quick walk through those three usually does it.

I can’t hear anything
Start with the basics: turn your volume upand make sure the browser tab itself isn't muted (most browsers show a little speaker icon on the tab you can click to unmute). Then open ⚙ Settings → Audioin the world and check the mixer isn't muted there either.
Other people can’t hear me
When you first try to talk, your browser asks to use your microphone — allow microphone accesswhen that prompt appears. If you dismissed it earlier, you can re-grant the permission in your browser's site settings for nyzaverse.com and reload.
Where can I read more about sound and voice?
The full walkthrough — output levels, voice chat, the mixer and more — lives in Audio & voice.

I can’t see other people

The world keeps everyone in sync over a live connection, and sometimes that connection just needs a nudge. Here's what's usually going on when the place looks emptier than expected.

Nobody else is showing up
The world's live presence can hiccup on a shaky connection, so the first fix is to refresh to reconnect. That re-establishes the link and usually brings everyone back into view straight away.
I refreshed and it’s still just me
You'll only ever see people who are online in the same world right now— so a quiet moment really can mean it's just you for a bit. It's not a bug; it simply depends on who else happens to be exploring at the same time.
It keeps happening — could my network be the cause?
A strict network or VPN can block the live presence connection that keeps everyone in sync. If the problem persists, try another network (for example a home Wi-Fi or mobile hotspot) to see if that clears it.

Issues on a phone

Phones run the same world, just with the controls moved to your thumbs. A couple of small tweaks make it far more comfortable to play on a smaller screen.

Everything feels cramped on my phone
Turn the phone sideways(landscape) for more room to play — it gives the scene and the controls space to breathe. If the controls still feel tight, that's just the joystick in the bottom-left for walking and look-drag on the right for the camera.
It runs slowly or the battery drains fast
Close background apps to free up resources, and watch out for battery-saver mode — it can throttle 3D performance to save power, which makes the world feel sluggish. Switching it off while you play usually helps.
Where can I learn the touch controls properly?
The full guide to the joystick, look-drag, jumping and everything else on touch is in Controls.

The VR button isn’t showing

VR works right in the headset's browser — no app to install — but the Enter VR option only appears when the conditions are just right. Here's what it's looking for.

I don’t see an Enter VR option
The Enter VR option only appears on a WebXR-capable headset browser with the headset connected. If any of that isn't in place, the button simply won't show — and that's expected, not a fault.
I’m wearing my headset but still don’t see it
Make sure you open /play/htislands in the headset's own browser— not a desktop mirror or a screen being cast to the headset. WebXR can only hand the world over to the headset when it's running natively in the headset's browser.

I can’t sign in or stay signed in

Sign-in relies on a couple of everyday browser permissions. When those are blocked, you might bounce back to the gate or get logged out — these are the usual culprits.

I sign in but keep getting logged out
Make sure you allow cookies and local storagefor nyzaverse.com — that's where your session is kept. If they're blocked (often by strict privacy settings or an extension), the world can't remember you and sends you back to the gate.
The Google sign-in window doesn’t open
Google sign-in opens in a popup, so you'll need to allow popups for nyzaverse.com if your browser is blocking it. Most browsers show a little blocked-popup icon in the address bar you can click to allow it, then try again.
My magic link won’t sign me in
Open the magic link on the same deviceyou requested it from — the link is tied to that browser, so opening it elsewhere won't complete the sign-in. There's more on all of this in Account & sign-in.

Still need a hand?

Email support@nyzaverse.comand tell us what happened — we'll help you get back into the world.

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