Filming musts
How do I get the best out of my shoot for AR ready files?

IMPORTANT: The quality and care taken during the filming of content have a direct correlation to the final quality of the HoloMe experience. Poor content capture and deviations to recommendations advised in these guidelines may not be amenable in the post-processing phase and as such may result in a disappointing end-product.

Core

The static camera is essential – make sure the camera does not change position or angle between shots. All models must stay in the same spot and cannot walk forwards or back during filming. Always keep the subject in frame at all times. Swinging hands and arms can cause problems. Green or reflective items in the shot will cause problems in the output. Avoid using these clothes/materials.

Lighting

Typically a large green drape is hung from a back wall and continued along the floor ready for the subject to stand on. The green screen is lit using LED soft boxes. These provide a required even spread of light, ensuring the green is a consistent brightness throughout. General ambient light needs to be provided by using 4 additional soft boxes in the centre of the studio. These particular lights should be fitted with a rounder diffusion, ensuring even distribution of light.

Camera Set-Up

The better resolution the camera the better the output – 4K is preferable. Rig the camera to the tripod in portrait mode, this ensures you are using the maximum amount of the frame. Use your tallest model first to make sure that they fit in the frame – models you use after this will then look the correct relative height with the camera staying in the same position. It is advised to keep the camera at eye level to the subject attached to a tripod. It is recommended to stay between 35mm and 85mm focal length lens, this will, in turn, determine the distance the subject is to the camera. To maintain a deep depth of field as well, ideally use a t4 or t5.6 stop. This will keep the whole of the subject sharp in the frame.

Content Creation

Always be sure that the green screen on the floor does not get ruffled. Ensure it is smooth and crease-free. It’s important to keep the subject as large as possible in frame, but be careful not to make them too big as one small step from the subject could mean they step right out of the frame. The backlight can be a great way to achieve a more realistic, three-dimensional image, however, if you are going to use backlight, it is important to avoid shadows on the green screen floor as much as possible, as this will cause errors around the subject’s feet in the output. Always try to avoid objects that are not part of the film – for example, boom mics and lights.

What do I need to know in production?

IMPORTANT: The quality and care taken during the filming of content have a direct correlation to the final quality of the HoloMe experience. Poor content capture and deviations to recommendations advised in our guidelines may not be amenable in the post-processing phase and as such may result in a disappointing end-product. Our Content Capture Guidelines are the best place to start for all things of video production. Failing this drop us a line and we’ll advise on the finer things to ensure you get the quality you’d expect.

What file formats does HoloMe support?

We support MP4, .mov and MPEG formats. We don’t currently have any plans to extend to other formats as we feel these formats capture the main chunk of the video production market, but if you’d like to suggest other formats please let us know by sending us a Feature Request.

Upload & download
My files are taking ages to upload

This comes back to our old friends, bandwidth and file size. The two are intrinsically linked. It’s best to make your video file size as small as possible, while retaining the quality, as this will help with the upload time. Failing this give get in touch with our Support Team and we’ll definitely help to find the right solution.

My files are taking ages to download

We ensure the files we provide back to you are always optimised so if you’re experiencing download issues it’ll most likely be connectivity issues. There are plenty of online resources you can use to see what your download speeds but if you can’t resolve it this way contact our Support Team and we’ll endeavour to do our best to help.

How do I download one file instead of all files in a transfer?

You will be sent a download link when your files are ready for collection. The link will take you to a secure place in our site after you’ve been requested to log in. You will then be given the option to batch download all your converted videos or select the ones you want individually. It’s important to note your downloads are only available for seven days from the point you receive your download notification. If you’re not having any joy with this contact our Support Team and we will definitely get you what you need.

Can I forward a collection that was sent to me?

We don’t support file sharing in the system at present. The best way to share your files with a colleague or friend is to download the converted files to your chosen destination and invite your pal there. Happy sharing!

I can't download my converted files?

Hmm that’s not very helpful. You have two options here. Firstly log in and check your project listings, but remember your live projects only remain active for seven days from the date you are notified your assets are ready for download. If it’s gone passed the seven days simply contact our Support Team and we’ll see if we can help retrieve them for you. We store your project files offline in a very safe place for 100 days and can make them available to you with a new download link to the email address that is registered with our service.

Where is my collection saved when I download it?

Unfortunately, this isn’t an area we support but there are some cracking online tutorials for this. We’re a web-based service which means your AR ready files will always be stored where you determine through your browser controls. This can be changed on your Mac or PC in your control settings. Simply type in ‘Where can I find downloads’ in your browser and it’ll direct you accordingly.

Can I download a collection that has expired?

We notify you once your converted files are ready for collection, but your files are only available for seven days once notified, so best to download them within that period. If this time has expired get in touch with
our Support Team and we will try to retrieve your converted files and resend a link to the registered email address. We only retain your converted files for a period of 100 days. If you require your files after this period you will need to create a new project and begin the conversion process again.

How do I download a collection directly to an external drive?

We’re a web-based service which means your files will always be stored where you determine through your browser controls. This can be changed on your Mac or PC in your control settings. Simply type in ‘Where can I find downloads’ in your browser and it’ll direct you accordingly.

What happens if I lose my connection while uploading files?

Thankfully you’ll be happy to hear we are able to retain your session while you are logged in. Simply log back in and access your project folder to begin your file upload or submission from where you left off. There is a, however, however. We only retain project folders for 24 hours as ‘Drafts’ from when you created your project, after which they will be deleted. If you’re still having any issues contact our super helpful Support Team and they will endeavour to get you back on track ASAP.

What happens if I lose my connection while downloading files?

We retain your session while you are logged in so simply log back in and access your project folder to begin your file upload or submission from where you left off. There is a however, however. We only retain project folders for 24 hours as ‘Drafts’ from when you created your project, after which they will be deleted. If you’re still having any issues contact our super helpful Support Team and they will endeavour to get you back on track ASAP.

Converting files
How long does it take to convert my videos to AR ready files?

Our standard delivery time is up to 48 hours. You will be notified of your delivery time once your files have been received for conversion. We allow seven days for you to download your assets thereafter. It’s important to note that we can only convert videos if they are the right format and quality. If you’re unsure of the quality checks it’s best to review our Content Capture Guidelines. If you need more information contact our Support Team who’ll be happy to help.

When will I get my converted videos?

It’s always a little frustrating to have to wait for things but we need to do some wizardry to your videos to make them AR ready, after which you’ll receive a download link via email, will remain active for seven days.

How long are my converted files available?

Your files are available for seven days from the date you receive a download notification to the email address that is registered with our service. We also store them offline for 100 days so if you have any problems accessing your converted files get in touch with our Support Team and we’ll do everything we can to help.

Admin
How do I reset my username?

The email address you’ve used to register with HoloMe is your username, so it’s not possible to update your username to anything other than another email address. You can do this however in two ways. If you are an Enterprise user you can contact your Administrator and they can advise you of the best course of action according to your company policy, or alternatively get in touch with our Support Team who will be able to help.

How do I reset my password?

Thankfully you can change your password in a number of different ways. If you’ve forgotten your password when you log in you will be prompted to change it through an email link which will be sent to the registered email address you used when you signed up. You can change your password at any time in your control settings, which you’ll find next to your name in the menu bar, you can equally request your Administrator to do this for you, or if none of this works contact our Support Team and we’ll happily send you a reset link to the registered email address.

Can I generate my own password?

We will send you a welcome email when you first register with our service. The email will contain a unique link which will request you to set their your password, after which you can log in with your newly created password. If you’d like to update your password at any point you can change your password at any time in your control settings, which you’ll find next to your name in the menu bar. You can equally request your Administrator to do this for you, or if none of this works you can get in touch with us and we’ll happily send you a reset link to the registered email address.

What devices do you support?

Our system is the web-based meaning you access it through a browser such as Chrome, Firefox or Safari. This allows you to access it on any device; desktop, tablet or smartphone. However, we advise that you don’t use a smartphone or tablet as this will not give you great user experience. Our service is best used on a desktop which allows you to use all the wonderful functionality and features we provide.

Will I get charged if I accidentally submit my videos for conversion?

Yes. We have put a number of different notifications at various points in our system to ensure any error is kept to a minimum but once you submit your videos for conversion this is automatically captured in our billing system. You can always talk to our Accounts Team who are a very helpful bunch.

Can I retrieve a project once it's deleted?

Unfortunately not. Once you’ve deleted your project the folder containing any video information regarding that project is permanently deleted from our records. The only way is to start a new project and re-upload the videos you’d like converted

How can I delete my videos?

There is an active ‘Bin’ icon available for every video. You can delete individual files at any time during the video submission process, or you can delete your project folder if you want to delete all your uploaded videos. The only time you can delete the videos is during the creation of the project pre submitting for processing, once submitted, you can’t delete anything.

Can I invite others to a project folder?

Not currently, but it’s in our roadmap and it’ll be on it’s way very soon. You can keep up to date with our product releases if you’d like to subscribe to our Community. We also encourage our users to collaborate on our products by providing feedback on our current platform, and making suggestions for new Features.

Does HoloMe support translations?

Not at the moment. That said we are a web based service and many browsers support translations, but we can’t guarantee they’ll give you the most grammatically correct translation, but they’ll often give you the gist of what’s going on. Failing this our Support Team will always be happy to help.

How long are my projects stored?

It all depends on your account type. Studio customers have seven days from the point a project folder is created, after which the project will be permanently deleted from our system, where Pro and Enterprise customers have self-managed storage and can determine their own management process. We can extend storage at any point to Pro and Enterprise users via a simple request to our Support Team.

How can I delete my project?

You can only delete ‘draft’ projects, which are available for 24 hours and only show if you’ve abandoned the process. Any ‘processing’ or ‘processed’ projects will not be able to be deleted. Simply log in, navigate to your project listing page to see what’s active or not. Be careful though, once you delete your project we can’t restore any files to you. If you have any doubts contact our Support Team, who are always happy to help.