FAQS IN CASE OF PROBLEMS

Problems with Universe2go:


MY LICENCE CODE IS NO LONGER WORKING.
Please contact our customer service and request a new licence code.
What should I do if the real stars and the digital image in Universe2go do not match?
1) Avoid possible sources of error: The compass can be disturbed by any metal object near it. Are you standing on a balcony with metal railing or next to a car or to another metal object?

2) When possible, always aim at bright stars and only change from brighter to dimmer stars. Avoid turning 180 degrees right at the beginning, rather first aim subsequently at nearby stars.

3) If necessary, repeat the star calibration.

Follow the instructions in the manual for star calibration.

Only half of the screen is active, the other half is black.
Universe2go offers the following options:

• Monocular vision with one eye
• Binocular vision with both eyes

If you select the one-eye setting, you will see the screen either with the right or left eye. The other eye can see an unimpeded view of the starry sky. Tip: Choose this setting if you have problems with binocular vision or want to share Universe2go with a group.

For stereovision, select “Both eyes” in the options. Now, you must enter the eye relief or carry out an eye calibration so that you will not see double images.

You can switch between monocular and binocular vision by activating or deactivating “Both eyes”.

With my Android Phone the screen calibration cannot be finalized, because it cannot be confirmed.
It may happen, that the gyrometer of the smartphone shows excessive drifting. The app therefore assumes, that the user is not holding the phone still. In this case you can recalibrate the gyrometer in Android Smartphones.

And this is how it’s done:
Open the phone keypad → enter this key combination: *#0*# → the selection menu appears → Please choose: Sensor → You see the sensors available in the phone → for gyrometer click on “calibrate”. Then exit this environment, return to the main screen and restart the app.

How can I recalibrate the compass of my iPhone?
Do you notice a certain offset when you’re aiming at the stars with Universe2go and your iPhone? An inaccuracy that has not existed before? In this case a recalibration of the integrated compass may help.

And this is how it works:
Press the Home button two times rapidly. The apps currently active on your iPhone are displayed as minimized windows. You can view all active apps by swiping to Right/Left. The Universe2go or the compass app should also be present. Touch an app (e.g. Universe2go) with a finger and swipe it upwards. The app disappears from the window and is no longer active. Start the Universe2go app again.

My app crashes after compass calibration. What could be the reason for that?
With iPhone models it may happen, that the app crashes directly after the compass calibration, leaving just a black screen. In this case the compass has not been activated in the system services of your iOS operating system.

Start the iPhone settings and activate the compass under system services:
Settings > Privacy Protection > Locating Services – System Services (right at the bottom) > Compass Calibration (set to ON)

The display ‘freezes’ during audio replay of the objects.
This is actually intended, so that you won’t get a stiff neck while viewing up to the zenith for e.g. 2 minutes when listening to audio information. However, you can switch off the audio output by slightly shaking the device.
I CAN SEE DOUBLE (THIS MEANS THAT THE IMAGE OF THE LEFT EYE CANNOT BE MATCHED WITH THAT OF THE RIGHT EYE).
In this case, the eye relief (also referred to as interpupillar distance) within the app has not been correctly set. Please go to the “Settings” menu in the app and choose “Eye calibration” and repeat the eye calibration. Once the eye relief has been correctly set, the double images will disappear.

Tip: If you wish to share Universe2go with a group, it is best to select monocular vision (so, just deactivate “both eyes” in the settings). In this case, each viewer does not have to set his or her eye relief individually.

THE SCREEN DOES NOT APPEAR IN THE CENTRE OF THE GLASSES OR IS OFFSET.
Check the position of the smartphone in the passe-partout. Place it as far as possible in the centre, or start up the screen calibration. If the smartphone is not precisely in the middle, you can adjust the screen view with it.

Go to the app settings (on an iPhone, under settings, select the Universe2go app; in Android, start the Universe2go app and click on the small blue cog in the order of the home screen), and switch on “screen calibration”.