A jerky or uneven 360° video doesn't always indicate a hardware issue. In many cases, the problem can be identified by determining when the jerkiness occurs.

Check Whether the Turntable Is Rotating Smoothly#

Start by placing a jewelry from the top or bottom affected turntable and observe it while it rotates.

If the turntable rotates smoothly without any product on it, the hardware is functioning normally, and the issue is likely related to the recording or playback.

If the turntable itself hesitates, jerks, or rotates unevenly, the issue is likely mechanical. In this case, please contact GemIQ Support for further assistance.

Check the Original Recorded Video#

If the turntable is rotating smoothly, review the video before and after saving it.

If the original video already appears jerky, the issue occurred during the recording process and it could then be due to the settings used during video recording or the specs of the computer which is processing the video.

If the original video is smooth, the recording was successful, the issue is more likely related to the software or device being used to play the video.

Check the Playback Device or Software#

Sometimes a 360° video is recorded correctly but appears jerky only during playback.

If this happens, try:

  • Playing the original video using a different media player.

  • Viewing the video on another computer or mobile device.

If the video plays smoothly on another device or media player, the recording itself is functioning correctly and the issue could be due to the original media player or device.

When to Contact GemIQ Support#

If:

  • the turntable does not rotate smoothly,

  • the original exported video is already jerky, or

  • the issue persists after trying the recommendations above,

please contact GemIQ Support at support@gmeiq.com and provide:

  • The original exported 360° video.

  • A short video showing the turntable rotating with a jewelry on the affected turntable.

  • Your GemLightbox model.

  • The operating system of your computer (Windows or macOS).

Providing this information will help our team identify the cause more quickly and recommend the appropriate solution.