VIEW-MASTER® SUPPORT
FAQ & TROUBLESHOOTING


Frequently Asked Questions

How does View-Master® Virtual Reality work?

Learn How It Works

Step into an amazing virtual world with just three items: a View-Master® viewer, a View-Master® digital app or Experience Pack, and your compatible iOS or Android smartphone.

For Experience Packs, follow these easy steps: Download and launch the View-Master® Experience Pack app, which is available on the App Store or Google Play Store. To unlock the experience, scan the Pass Card OR the QR code (whichever one comes with your Experience Pack).
Then open your viewer, slide in your smartphone, and look through the viewer at the reel. The View-Master® reel will come alive with Augmented Reality (AR) images. Select what you would like to view by pulling the viewer's lever and launch into virtual reality.

If you didn’t purchase the Experience Pack, you can purchase the full experience via an in-app purchase. The only difference is that the in-app purchase won’t come with the AR element.



For View-Master® Into the Labyrinth™ Game Pack, follow these easy steps: Purchase the View-Master® Into the Labyrinth™ Game Pack (book with puzzle-solving tools). Then download and launch the View-Master® Into the Labyrinth™ app, which is available on the App Store or Google Play Store for free. And that’s it - get ready for an innovative, mind-bending multiplayer game in VR. Just remember - you need both the Game Pack and the app to play!

How To Use the View-Master® Virtual Reality Deluxe Viewer

How To Use the View-Master® Virtual Reality Deluxe Viewer
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What’s the difference between Experience Packs and Game Packs?

View-Master® Experience and Game Packs offer different immersive ways to play and interact in VR. Our Experience Packs provide a range of content - from interactive learning to gameplay featuring fan-favorite entertainment brands. Our Game Packs feature a social, co-operative gameplay element, combining VR and the use of physical tools to play.

What is View-Master® Into the Labyrinth™ Game Pack, and how is it different from Experience Packs?

View-Master®: Into the Labyrinth™ is an innovative multiplayer game in VR. One player is trapped in an elaborate labyrinth using the View-Master® viewer. The other player uses the Into the Labyrinth™ book of puzzle-solving tools. By communicating with each other and working together, the players will solve the puzzles and escape the labyrinth! There are 4 difficulty levels and numerous puzzles to solve.

What devices do you support?

Compatible smartphone required. View-Master® VR works best with the following smartphones (not included):
• iPhone® 6s plus , iPhone 6s, , iPhone 6 plus, iPhone 6
• iPhone 5s, iPhone 5c*, iPhone 5*
• iOS 8.3 and above
• Samsung Galaxy S®6, Samsung Galaxy S®5, Samsung Galaxy Note® 4
• Motorola Moto X™ (2014), Motorola Droid Turbo
• LG Nexus 5, LG G4™, LG G3
• HTC One (M7)®

View-Master® Deluxe VR Viewer works with the smartphones listed above, as well as the following smartphones (not included):
• LG G5, LG Nexus 5X
• Huawei Nexus 6P
• Samsung Galaxy S7, Samsung Galaxy S6 Edge+, Samsung Galaxy Note® 5

NOTE: View-Master® VR may also work with newer model Android and iOS smartphones not listed above that have screens between 5 and 6 inches. *View-Master® VR apps may not be optimized for iPhone 5 and iPhone 5c.

What happened to the classic 3D photo View-Master® viewer?

Classic photo View-Master® viewers with reels are still available to consumers through our licensee, The Bridge Direct

Is View-Master® VR safe for children?

Because of its text-based visuals, View-Master® VR is designed for kids 7 and up. We have worked with an ophthalmologist to ensure that View-Master® VR is optically safe for use by children. As with all screen time, we recommend parents follow pediatric guidelines to determine age appropriate viewing times.

What is the difference between buying the physical Experience Packs and buying digitally through in-app purchases?

While both allow you to access the same virtual reality content, the physical packs come with unique reels that allow you to view Augmented Reality content.

What is Augmented Reality?

Augmented Reality is an effect that overlays digital, 3D images on your physical environment. For instance, when looking through your View-Master® VR viewer at an experience reel sitting on your table – depending on the reel – you might see a 3D model of a spaceship or a dinosaur floating above it. As you move around the reel, you will be able to see other sides of the 3D model as if it was actually there.

What is the purpose of the physical reels?

Although they are not needed to enjoy all of the virtual reality content within each Experience Pack app, the physical reels provide an extra layer of interactivity called Augmented Reality (AR). It’s important to remember that having the physical reels is the only way to enjoy the Augmented Reality content. When you place a reel on the table and look at it through your View-Master® VR viewer, Augmented Reality icons will appear above the reel. These 3D icons serve as a menu – by selecting an icon with a click of the viewer’s lever, you can launch different experiences. In addition, some Experience Pack apps feature a library of Augmented Reality models that you can explore, but only if you have the physical reels to trigger them.

Why do I need the viewer to bring this to life, and not just the phone?

The viewer has calibrated lenses to facilitate the 3D/stereoscopic experience and will maintain a lighting environment needed for optimal performance.

Does the viewer work with other Works with Google Cardboard apps?

Yes, the View-Master® VR viewer is compatible with the hundreds of Google Cardboard-compatible apps available on Google Play and the App Store.

Can I use View-Master® while wearing glasses?

If you wear glasses, we recommend using the View-Master® Deluxe VR Viewer as it has a focus wheel which brings images into focus without your glasses!

How safe is the phone in the viewer?

THE VIEW-MASTER® VR VIEWER IS NOT A PROTECTIVE CASE. The View-Master® viewer conforms to Mattel’s standard kid-safe drop tests.

What comes with the View-Master® VR Viewer?

The View-Master® Virtual Realty Starter Pack comes with 1 View-Master® VR Viewer, 1 View-Master® VR Preview Reel, and 1 Adapter for the iPhone® 5s, iPhone 5c, and iPhone 5.

The View-Master® Deluxe VR Viewer comes with 1 View-Master® VR Viewer, 1 View-Master® VR Preview Reel, 1 Headphone Connector, and instructions.

What is the Preview Reel for?

The Preview Reel allows you to access the sample content of the View-Master® VR Experience Packs. Simply download any View-Master® app and select PREVIEW REEL when prompted to get a free demo of the full experience.

How can I demo free View-Master® content without a Preview Reel?

  1. Print the above Preview Reel AR tag image (at 100% scale for best viewing).
  2. Download any free View-Master® app.
  3. Make sure the app is running and your mobile device is inserted into your viewer of choice (note: viewer must allow camera pass-through).
  4. Place the printed Preview Reel on a flat surface.
  5. Look through your viewer at the reel from a distance of 10 inches or less.
  6. Digital icons will appear above the reel.
  7. Select which experience you want to explore by looking at the appropriate AR icon and pulling the lever.
  8. Enjoy and preview other View-Master® experiences!

I lost my Pass Card. What should I do?

To order a replacement Pass Card, please visit service.mattel.com

Where can I buy View-Master® products?

Click here for the list of Authorized Retailers.

How do View-Master® apps affect my smartphone’s battery life?

A certain level of processing power is required from your smartphone when running apps with sizes similar to those of View-Master®. This consumes the smartphone’s battery, and depending on your smartphone, the rate at which the processing power uses up battery varies. We recommend that your smartphone is charged before using the apps.

Troubleshooting

How do I start playing Into the Labyrinth?

Step 1. Buy the physical game pack (includes book and journal) and download the digital app – both are required to play Into the Labyrinth.


Step 2. Decide who will be the Traveler (in VR) and who will be the Guide (outside of VR).


Step 3. The Traveler must solve puzzles to collect gems and escape the Labyrinth (all in VR). The Guide uses the physical book and journal (outside of VR) to help the Traveler solve the puzzles and escape the Labyrinth.


Step 4. Find out where the Traveler is in the Labyrinth. To do so, the Traveler must describe what he/she sees and where he/she goes to the Guide. The color and shape of the posts scattered throughout the Labyrinth and the direction traveled (look down to use the compass!) are especially important. The Guide uses this information to create the correct map of the Labyrinth in the Map Builder (in the physical book). Hint: Guide, have the Traveler move to a corner of the Labyrinth and use the color/shape and compass information to figure out where they are!)


Step 5. Follow the Helper Orb to the puzzle. The Traveler should look around to find the Helper Orb that will lead the Traveler to the next puzzle. Traveler, make sure to tell your Guide where you are going so they can track you in the Map Builder!


Step 6. Together, solve the puzzle. The Traveler must describe the type of puzzle they see at the chest. The Guide finds the correct puzzle type in the book and follows the directions in the book to help the Traveler solve the puzzle. Communication is key to solving the puzzles and escaping the Labyrinth!


Step 7. There are different types of puzzles and different difficulty levels. Play them all and master the Labyrinth!

What is the QR code located at the bottom or back of the reel for?

Some View-Master® Experience Packs require you to scan a QR code to unlock the content. Others may require you to swipe a Pass Card to unlock content. If you see a QR code at the bottom or back of the reel, simply launch the app, and scan the code to unlock the full experience!

Note: This is NOT referring to the QR located inside the View-Master® VR Viewer.

What is the Pass Card for?

Watch this clip

Each experience pack comes with a Pass Card, which is for piracy protection and to unlock the full digital Virtual Reality experience.

My Pass Card is not unlocking content.

Watch this clip

Place your thumb in the dotted white circle on the Pass Card and hold it firmly between your fingers. When prompted, place the Pass Card where indicated on your smartphone screen, hold it there for a second, then lift it off the screen. Make sure the Pass Card is flat against the screen.

Be sure that you are using the correct card for the app experience you are trying to unlock. Each card will only unlock its corresponding app.Pass Card may not function properly if you are using a screen protector or a protective phone case. If your Pass Card is not recognized, please remove your screen protector and/or protective phone case and try again.

My App does not start the Virtual Reality Experience, even after I put it in the View-Master® Viewer.

Watch this clip

The apps are designed for your device to go into the viewer in only one orientation. Rotate your device counter-clockwise to be sure that the top of your phone (the part where the earpiece is) is on the left before putting it into the View-Master® viewer.

The app will not function properly if your device has its orientation lock on. On iOS,swipe up from the bottom of your screen and check that this feature is OFF. Settings may vary for different Android Devices. The Orientation settings can usually be found in the Settings under the Display Settings function.

The 3D effect is blurry.

Watch this clip

Open the View-Master® VR viewer and re-center your device. If your view is still blurry or is showing double images, remove your smartphone and tap the gear icon at the bottom of the screen. Follow the prompts to configure your viewer (you may be required to download the Google Cardboard app). Follow the prompts to scan the QR code inside your viewer or use the QR code below.

How do I adjust the volume?

Before placing your smartphone into the viewer, you can use the physical volume buttons on your phone. There is also an option to completely mute the sounds from within the View-Master app.

How do I adjust the brightness?

Before placing your smartphone into the viewer, you can go to your smartphones settings and adjust the brightness. It is recommended to turn AUTO-BRIGHTNESS off to maintain consistency while the smartphone is inside the viewer.

The Augmented Reality (AR) icons don’t appear when I look at the reel.

Watch this clip

When looking through the viewer, move closer to the reel, less than 10 inches away. AR icons work best when looking down at the reel, and in a well-lit room.

The tinted window popped from the viewer.

Orient the window so the View-Master® icon is positioned at the top then push the window into the back of the viewer until is snaps into place.

The lever isn't working.

Watch this clip

Your finger needs to be touching the black strip on the lever. Don’t tap the lever too gently. Make sure you pull the lever all the way down. Hold it in place for a second to ensure that it registers.

If you have an iPhone 5 or 5c, make sure you are using the adapter.

If none of those solutions work, launch a VR experience then remove your smartphone and tap the gear icon at the bottom of the screen. Follow the prompts to configure your viewer (you may be required to download the Google Cardboard app). Follow the prompts to scan the QR code inside your viewer or use the QR code below.

My smartphone is not fitting inside the viewer.

Some smartphones may require you to remove any third-party case before placing between the clamps inside of the viewer.

When using an iPhone 5s, iPhone 5c, or iPhone 5, you need to place the included Adapter onto one side of the iPhone before placing your iPhone into the View-Master® Starter Pack Viewer.

If you have the View-Master® Deluxe VR Viewer, the iPhone 5 adapter is built-into the viewer. Simply lift up the adapter, and slide your iPhone 5 between the clamps.

The latch on my viewer is too loose. What should I do?

If the latch to open the viewer is too loose with your phone inserted, then attach the included foam pads where indicated for a better fit.

To order foam pads, please visit service.mattel.com

The latch on my viewer is too difficult to open. What should I do?

If the latch on your viewer is difficult to open, apply pressure on both halves of the viewer when opening the latch.

The screen says “REMOVE DEVICE FROM HEADSET”. What should I do?

Watch this clip

When you see this message, open the viewer and remove your smartphone. Then hold it upright and follow the prompts.

The screen says the app cannot detect any compatible experience reels. What should I do?

Watch this clip

Place the View-Master® experience pack reel on a flat, well-lit surface and pull the trigger to try again. Move the viewer closer to the reel, less than 10 inches away.

PRIVACY STATEMENT • TERMS & CONDITIONS • VIEW-MASTER® CLASSIC • VIEW-MASTER® PREVIEW REEL

View-Master® is a registered trademark owned by Mattel. ©2017 Mattel. All Rights Reserved.


Reproduction (of Chichen Itza) authorized by the National Institute of Anthropology and History of Mexico.Reproduction (de Chichen Itza) autorisée par l'Institut National d'Anthropologie et d'Histoire.Copyright © 2017 National Geographic Partners, LLCCopyright © 2017 Discovery Communications, LLCApple, the Apple logo and iPhone are trademarks of Apple Inc., registered in the U.S. and other countries. App Store is a service mark of Apple Inc. Google Cardboard, Android and Google Play™ are trademarks of Google inc. Nexus is a trademark of Google Inc. Samsung Galaxy and Galaxy Note are trademarks of Samsung Electronics Co. Ltd. LG and the LG logo are registered trademarks of LG Electronics, Inc. G3 and G4 are trademarks of LG Electronics, Inc. MOTOROLA, MOTO X and the Stylized M Logo are trademarks or registered trademarks of Motorola Trademark Holdings, LLC. DROID is a trademarks of Lucasfilm Ltd. HTC, HTC ONE, and the HTC logo are trademarks of the HTC Corporation.

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