# Common errors

> Troubleshoot failed generations, slow results, and popup or email form issues.

Source: https://docs.tryicona.com/virtual-try-on/troubleshooting/common-errors/  
App: Icona: AI Virtual Try On  
Last updated: 2026-09-07

Use this page for problems you notice in the app or on your storefront. For messages shown directly to shoppers, see [Error messages](https://docs.tryicona.com/virtual-try-on/shopper-experience/error-messages/).

## Failed try-ons in the feed

A try-on may appear in the failed tab of the [Try-ons feed](https://docs.tryicona.com/virtual-try-on/analytics/try-ons-feed/) because of photo quality or a temporary service issue. Ask the shopper to try a clearer photo or generate the image again later.

## Generation is slow

A try-on can take a couple of minutes during busy periods. This is expected and does not usually mean something is wrong.

## Popup not opening

A JavaScript conflict with another app or theme customization can prevent the popup from opening. Test the product with another theme. If the popup still does not open, contact support.

## Email capture not appearing

Check [Email capture timing](https://docs.tryicona.com/virtual-try-on/settings/email-capture-timing/) if the form does not appear when expected. The form is shown only at the point selected in that setting.

## Related pages

If the problem continues, [contact support](https://docs.tryicona.com/virtual-try-on/troubleshooting/contact-support/).