Troubleshooting

What are the system requirements? 

iPhone and iPad require iOS or iPadOS 15.0+

Mac requires macOS 11.0+ (Big Sur)

Due to hardware limitations the following devices do not support Timebox 3D scenes:

  • iPhone 5, iPhone 6, iPhone 6Plus

  • iPad Mini 4, iPad Air 2

  • And older

why do I see only 2D not 3D or AR?

If an iPhone or iPad does not support the Timebox Movie Maker 3D app, the 2D version and not the 3D/AR version will be seen.

How do I undo or redo something?

Tap on the More menu to Undo or Redo an edit or use the commands below:

  • On a Mac or an iPad with a keyboard invoke Undo with Command-Z and redo with Shift-Command-Z.

  • On a Mac use the Undo and Redo menu commands.

  • On an iPhone and iPad without a keyboard invoke Undo by swiping left with three fingers and Redo by swiping right with three fingers.

What are photo privileges?

iOS, iPadOS and macOS have Photo privileges settings. The first time the Photo Library Project is launched, the operating system will prompt to confirm if Timebox will be allowed to access Photos. Select None, Selected Photos or All Photos. To change the selection launch the Settings app, scroll down to Timebox settings, tap Photos and select the new setting.

Why should I turn iCloud Photo Sharing on? 

Timebox works best with iCloud Photo Sharing turned on so all Projects can sync between devices - iPhones, iPads and Macs.

Why did my 3d model appear as an orange block?

The orange block with the cloud indicates that the 3D model was not able to be dowloaded from the Apple App Store or, for user-created USDZ models, from iCloud. Be sure that the device is connected to the Internet via WiFi or cellular and try again either exiting and reentering the scene or by restarting the Timebox app. If the problem persists even with a good Internet connection, please let us know via Contact Developer from the Timebox icon button in the app.

Are there limits to the number of models I can add to a Scene?

There are currently no hard limits to the number of models that can be added to a Timebox scene. However, each scene (e.g., outdoor, indoor rooms) requires device memory to show the models. Modern iPhones, iPads and Macs have varying amounts of memory, usually between 4 and 16 GB of memory for iPhones and iPads and between 8 and 128GB for Macs. All the models in a scene must fit in the memory on the device. If a scene has more models than a device’s memory can accommodate, iOS or macOS will terminate the Timebox app. We recommend keeping the number of models in a scene to less than 100. It also takes a device’s processors (CPU & GPU) to draw the models, so too many models can also make panning and scrolling slow.

Why do i see a still photo rather than the video i was expecting?

There are some cases when the Photos app is unable to deliver a requested video to Timebox. We’ve observed one particular case which is when a video is in an iCloud Shared Album. Specifically in this case, Timebox receives a still image instead of the requested video.

Why are some of my photos gray?

A gray photo or a gray photo with an error message indicates that Timebox was not able to obtain the photo or video from either the Photos app or, for scenes that were shared, from iCloud. The most common cases are that a device does not have a good connection to the Internet or, for shared scenes, that the user’s device that is sharing the story has not had a chance to upload the photo or video yet. Since Timebox uploads full-resolution photos, videos and Live Photos, uploading can take a while, depending upon the upload speed of the user’s Internet connection.

Why did my deleted scene not get deleted?

There currently appears to be a problem with iCloud sending Timebox notifications when a shared scene is deleted, so sometimes deleting or removing a scene on one device is not properly synced to other devices. When this happens, tap on the scene on the other devices that still have it and manually remove it.

What’s sync? 

Sync means Timebox stories will match across devices - iPhones, iPads and Macs. At first, it may take awhile for everything to get in sync. It depends on the speed of the Internet connection and both Timebox and the Photos app need to have been launched.

Sync is also used by shared scenes to make copies of shared stories available to the team.

What if Sync is not working?

Timebox exclusively uses iCloud to sync so if there are problems with sync, please check the following in Settings:

  1. In the Apple ID, iCloud section, all iOS devices and Macs need to be logged in to the same iCloud / Apple ID account (people you share with can have their own accounts),

  2. In the iCloud section within the Apple ID, iCloud section, iCloud Drive needs be enabled on all devices and Macs.

  3. Also in the iCloud section, scroll down to the Timebox app because it needs to be enabled on all devices.

If there are any problems, please check the iOS Settings on all devices and the macOS Settings.

If Timebox on the iPhone doesn’t match the Timebox on the iPad or Mac it may be because they are still syncing. Please Contact Us if you have problems with this.

Why does a scene that I remove on one of my devices still show up on other devices?

If you are not the owner of a scene (i.e., you were invited to the scene) and you remove it from a device or Mac, the removal may not sync to other device(s) or Macs. If this occurs, simply remove the scene manually from the other device(s) or Mac using the Paintbrush button.


How do notifications work?

Timebox will send notifications for stories from yesterday (new) and from today's date in previous years (old). Timebox will also send notifications for new and edited stories in shared scenes. Easily manage notifications including what time Timebox send notifications in the iOS or macOS Settings App.

How do I backup my Timebox? 

If a device is backed up using iCloud or iTunes, Timebox will be backed up.

Is there an easy way to send feedback, rate TIMEbox or sign up for news?

Yes, tap the Timebox icon in the upper left corner of the screen and we'll get back to you as soon as we can. 

What happens to my Timebox if your company goes out of business? 

Nothing. Everything is on your devices or in your iCloud. We do not have any of your data anywhere.