Welcome to the
DEVAR Support
help desk!

Support for the correct operation of the application is not less important task than creating it. On the website you can see the Frequently Asked Questions.
If you cannot find the answer to your question, you can send a submission for the installation and operation, application errors.

submit

DEVAR Support
for users

Help is needed? We will answer any questions related to the application support and other Devar products.

Save time by sending a request to the technical support on the site and the expert will answer you.

3 steps for you to make:

1

indentify the problem

step

2

describe it

step

3

send a request

step

enjoy the solution

Frequently Asked Questions

Error loading
"Lost connection with
the server"

Why does the
application load
slowly?

You entered
the wrong code
or you have erased it?

No access to
the Internet?

Error loading "Lost connection with the server"

This dialog box can appear when a server error. It is temporary. For proper download of the application and its components, it is recommended to wait for the error recovery and restart the application. Usually error solution takes from 1 hour to 2 days.

1. Clear the cache
2. Check the connection to the Internet for fault, try to use another provider's services.

1. Go to Settings >> Applications >> All >> Google Play >> delete the data, clear the cache. Do the same for Google Services Framework and Google Play Services.
2. Go to Settings >> Accounts >> Google remove all ticks in the Account sync settings.
3. Restart the device.
4. Again go to Settings >> Accounts >> Google in the Account Sync settings put ticks in all checkboxes (do not pay attention to sync error if any).
5. Restart the device.

Why does the application load slowly?

Low-speed Internet or a large load on the update content server.

There is a cache that must be cleaned in the Android App from Google Play. Go to Settings >> Applications tab "All", get "Google Play Market", click "Clear Cache" and "Clear data". You can also clear the cache "Download Manager", you can find it in the same way as the Google Play Market. Try downloading again

You entered the wrong code or you have erased it?

Make sure caps lock is off and that you are using the Latin keyboard layout.

If you erased the code or accidentally made a mistake and entered the license code after choosing a book, the name of which does not correspond to the one you purchased – write to the help desk e-mail: help@devar.ru.

No access to the Internet?

Check the connection to the Internet.

For Wi-Fi - turn off the router, hold the on/off button for few seconds, turn the router on.

For 3G, 4G - disconnect the Internet, connect it again. Restart the device with the Internet connection.

Please note that 3G and 4G modems do not provide the necessary stability of the Internet connection, even, it would seem, at a good speed.

You must clear the application data (Phone Settings >> Application Manager >> Devar Kids >> Clear data). It is relevant to Android devices.

If you cannot find the answer to your question
you can look here

Where to enter the Code?

Enter the Activation Code on the start screen in this text box:
You can also swipe left to find your book in the Catalogue.
Choose your book by clicking it.
Enter your code using numbers and capital letters.
If you can’t activate the book for any reason, please contact us in Support Center in the App. We will do our best to help you.

How to play?

IMPORTANT! To make sure you are using exactly DEVAR book, find one of the logos on the cover
If you have our book:

  • Find your book in DEVAR App. You can 1) scan QR code on the book 2) enter Activation Code or the title in the text box on the start screen or 3) swipe the catalogue until you find it. The catalogue is arranged by type of products.
  • Choose the book by clicking it. Tap “Activate” button and enter the Activation Code. If necessary check “General questions” → “Where to enter the Code”. Please, wait until the book is downloaded. The camera will start automatically.
  • Scan the pages and enjoy your time.

For any technical questions, please contact us in Support Center in the App.
If you don’t have our book, you can buy it any way described in “General Questions” → “Where can I buy DEVAR products?
For any questions, please check FAQ and contact us in Support Center in the App.

I can’t find the code

Read the activation instruction in “How to use this book” section in the beginning of your book.

  • The Code is under the scratch off label on back cover.
  • In some books this code is printed in “How to use this book” section without scratch off label.
  • If the Code is out of order after scratching off, please contact us in Support Center and provide photos of front and back covers. We either restore your Code or provide a new one.
  • If you can’t find a Code in your book at all, please contact us in Support Center. We will provide a new one.
  • If your book is activated by QR code, scan it with your camera and tap this button.

How can I find my book in the App?

There are few ways to do this:

  • Enter the title of the book in the text box on the start screen.
  • Enter the Activation Code in the text box on the start screen.
  • Scan the QR code on your book.
  • Find your book in the Catalogue. All the products are divided into sections according to types: books, cards, e-books, etc. You can swipe and scroll the menu to find the necessary product.
    IMPORTANT: check that title of your book matches the title in the App. Some titles are similar. To be sure compare the book cover with icon in the App, they should be the same.
    If you can’t find your book, try to change the country in settings. Different countries have different display of books.
    To change the country:
    • Find “Help” button on the start screen.
    • Tap “Change” the country.
    • Choose a flag according to the language your book is printed in.
    • Tap “Accept”.

If you still can’t find your book, please contact us in Support Center. We will figure it out.

Where can I buy DEVAR books?

There are several ways to purchase our books:

  • Look in your local book stores.
  • Or buy right inside the app:
    • Choose any book of your liking
    • Find the “lock” icon in the lower menu and tap on it
    • You’ll see this pop-up window
    • Press “buy” and follow the instructions
    • Instead of lock icon you’ll see a printer icon, tap on it. The book will be saved as pictures into your phone gallery
    After this you’ll be able to print it and use it as a regular printed book

Nothing happens, the book doesn’t come alive, AR doesn’t enable, animations don’t play, etc.

Make sure you’re trying to open correct book – does its icon match with your book’s cover?
Even if you think you’re doing everything right, double check it, because some codes can be universal, e.g. they can activate several books. Maybe you just activated the wrong one.
If you’re sure that you’ve done everything right, try to flatten the page and set up lighting; maybe, our app just doesn’t “see” the pages of your book.
If you still can’t get it to work – contact us via support chat and we’ll help you :)

The screen turns red (there’s a red rectangle shown on the book) and nothing happens

This case means only one thing – our app “sees” your book, but you hold your device wrong.
How to hold it? The whole page should be visible through the camera. Then the red square will appear on top of that page. After this, start slowly moving your device towards the page but keep the red square inside the borders of the screen.
If these tips don’t help you, try to flatten the page, set up brighter lighting and hold your device parallel to your book.
If it still doesn’t work, probably, it’s a bug. Contact us via support chat.

«Authorization error» message

Usually such error message tells you that you’ve entered your code into the wrong book, and now are trying to activate another one. Just contact us through support chat and send us:

  • Code from your book, which you’re trying to enter
  • Exact title of your book (or just a photo of the cover)

«Wrong code» message

This means that you’re probably entering the wrong code. Remember, in our codes 3rd and 4th symbols are written in capital Latin letters.
Or you’re entering your code into the wrong book or in the wrong app.
Double check everything. If you still get the error message, contact us via support chat and we’ll see what we can do.

Doesn’t work on my device (crashes, closes, etc.)

In general, this section is for Android devices.
Before getting into details, try rebooting the device and launch our app before anything else.
The amount of RAM is the main requirement for our app. The bare minimum is 512Мb of free RAM.
lf you don't know your device's specifications, you can look them up in your device settings:

  • For Android 4.х and 5.х go to Settings -> Apps -> Running. You’ll see your RAM parameters at the bottom.
  • For Android 6.х and 7.х go to Settings -> Memory, there you will see your RAM parameters.

If you have а minimum of 512Мb RAM, but the app keeps crashing, there can be several reasons for that:

  • Performance of the rest of your components isn't enough. ln this case, we can't help you.
  • Performance of your device is bordering on the minimum - in this case try closing all the background apps (antiviruses, messengers, etc.).
  • Make sure you have enough space on your device or SD card. The app itself will take around 35Мb, and each book will take up to 100Mb.

If this instruction didn't help you, contact us via support chat, and we’ll try to figure out what the problem is.

My app is blocked (entered incorrect code many times, etc.)

Don't worry! Contact us via support chat and we will unblock your device.

No sound in the app

  • Make sure you have the sound enabled on your device. Note, that general volume and media volume are two separate sliders.
  • If you're sure that you have sound enabled, your speakers are working and so on, but you still have no sound, then answer the following questions:
    • There's no sound in а particular book or in the app in general?
    • Is there sound in the main app interface? For example, there's а sound during loading, on each button tap, etc.

The code has been corrupted

We're very sorry that you have encountered such a problem :( Unfortunately, this sometimes happens but there's no need to panic.

  • Make 2 photos of both book covers (so we can see the title of the book and the corrupted code)
  • Send us those photos via support chat

lf we can, we'll just restore your code. If not - then we'll just send you а new one!

Available devices

Some of the content in the Devar application is implemented using technologies, which is not supported by all devices.

The list of devices supporting the content of section "Characters" and one education book "SPACE: Big Trip" is limited:

iOS Devices:

  • iPad Air 2,
  • iPad Mini 4,
  • iPhone 5s,
  • iPhone SE,
  • iPhone 6,
  • iPhone 6 Plus,
  • iPhone 6S,
  • iPhone 6S Plus,
  • iPhone 7,
  • iPhone 7 Plus,
  • iPhone 8,
  • iPhone 8 Plus,
  • iPhone X,
  • iPhone XS,
  • iPhone XR,
  • iPad Pro 12.9,
  • iPad Pro 12.9 (2nd Gen),
  • iPad Pro 10.5,
  • iPad Pro 9.7,
  • iPad Pro (2018),
  • iPad (5rd Gen),
  • iPad (6th Gen),
  • iPad Air,
  • iPad Air 2,
  • iPod Touch (6th Gen)

Android Devices:

  • Samsung Galaxy S6 (SM-G920F, SM-G920S, SM-G920I, SM-G920K, SM-G920L, SM-G9200, SM-G920P, SM-G920V, SM-G9209, SM-G920W8, SM-G9208, SAMSUNG-SM-G920A, SM-G920T, SM-G920R4, SM-G920R7, SM-G920X),
  • Samsung Galaxy S6 Edge (SM-G925I, SM-G925S, SM-G9250, SM-G925K, SM-G925F, SM-G925L, SM-G925V, SM-G925W8, SM-G925T, SM-G925P, SAMSUNG-SM-G925A, SM-G925X),
  • Samsung Galaxy S7 (SM-G930F, SM-G930K, SM-G930L, SM-G930S, SM-G930W8, SAMSUNG-SM-G930A, SM-G930P, SM-G930V, SM-G9300, SM-G930T, SM-G930R4, SM-G9308, SM-G930U, SM-G930T1, SAMSUNG-SM-G930AZ, SM-G930VL, SM-G930R7, SM-G930R6),
  • Samsung Galaxy S7 Edge (SM-G935F, SM-G935S, SM-G935K, SM-G935X, SM-G935L, SM-G935W8, SM-G935U, SM-G935V, SM-G935T, SM-G935P, SM-G9350, SAMSUNG-SM-G935A, SM-G935R4),
  • Samsung Galaxy S8 (SM-G950F, SM-G950N, SM-G950X, SM-G950XN, SM-G950U, SM-G9500, SM-G950U1, SM-G950W, SM-G9508, SM-G950K, SM-G950XC),
  • Samsung Galaxy S8 Plus (SM-G955F, SM-G955N, SM-G955X, SM-G955XN, SM-G955U, SM-G9550, SM-G955U1, SM-G955W, SM-G955XC),
  • Samsung Galaxy Note 5 - Exynos (SM-N920V, SM-N920S, SM-N9208, SM-N920K, SM-N920L, SM-N920C, SM-N920I, SM-N9200, SM-N920T, SM-N920P, SM-N920G, SAMSUNG-SM-N920A, SM-N920W8),
  • Samsung Galaxy Note 8 (SM-N950F, SM-N950XN, SM-N950N, SM-N950U, SM-N9500),
  • Samsung Galaxy A5 (SM-A520F, SM-A520S, SM-A520L, SM-A520K, SM-A520W),
  • Galaxy Tab S3 9.7 (SM-T820, SM-T825, SM-T825Y, SM-T825N0, SM-T827R4, SM-T827V, SM-T825C, SM-T820X, SM-T827, SM-T825X),
  • Samsung Galaxy A8+ (SM-A730F, SM-A730X),
  • Xiaomi Redmi 3S,
  • Google Pixel,
  • Google Pixel XL,
  • Google Pixel 2,
  • Google Pixel 2 XL,
  • Google Nexus 6P,
  • OPPO R9s Plus,
  • OPPO R11,
  • R11t,
  • Motorola Moto G4,
  • Xiaomi Redmi Note 3 (Snapdragon),
  • Xiaomi Redmi Note 4 (Snapdragon),
  • Huawei Mate 10 (ALP-AL00, ALP-L29, ALP-TL00, ALP-L09)

New devices are added frequently.

If you still have questions or cannot find an answer online
you can always contact the support
team by e-mail help@devarbooks.com

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