Ask Lupian for help

When something is stuck and you want the fastest answer from us.

Use this when

• You ran through Troubleshooting and the issue persists.
• The animation behaves differently from preview.mp4 and you do not know why.
• handoff.md is unclear or seems to disagree with what the .riv does.

What to send

Copy this template and fill it in. The more you can include, the faster we can answer.

Project: <your project name>
Page URL: <staging or production URL where the issue can be seen>
Environment: <Vanilla Web / React / Next.js / Framer / other>
Runtime package & version: <e.g. @rive-app/webgl2 2.x>
File: <which .riv file from the handoff>

Symptom (one sentence):

What I expected:

What actually happens:

Steps to reproduce:
1.
2.
3.

What I have already tried:
-
-

Screenshots / recording: <links or attachments>
Console output: <paste or screenshot>
Network tab for the .riv request: <paste or screenshot — include response headers>

Minimum we need to debug

If you can only send a few things, send these:

1. A link to the live page (staging or production) where the issue is visible.
2. A console screenshot with errors expanded.
3. A Network tab screenshot for the .riv request, including response headers.
4. The handoff.md you received from us (so we know which version of the file you have).
5. One sentence describing the symptom.

What helps even more

• A short screen recording (Loom / QuickTime) of the broken behaviour next to preview.mp4.
• A minimal reproduction (CodeSandbox / StackBlitz / a public branch of your repo) — usually solves the issue inside an hour.
• The browser + OS combination where it breaks (and whether it also breaks elsewhere).

What we usually do not need

• Your entire codebase. The 10–20 lines that initialise Rive plus your handoff.md are enough.
• Logs from successful loads — we look at the errors.
• Hypotheses, unless you have already verified them. Symptoms are more useful.

Common things we will ask back

If you can pre-empt these in your first message, we save a round-trip:

• "Does the same .riv work at demo.lupian.studio?"
• "What is the response of curl -I YOUR_RIV_URL?" (status, content-type, CORS, cache headers)
• "What does r.stateMachineNames print in the console?"
• "Is the canvas's parent element actually sized when Rive initialises?"
• "Are you on @rive-app/webgl2 or a different package?"

Where to send it

Use the channel agreed in your project (email, Slack shared channel, Notion ticket, etc.). If you are not sure, reply to the email that sent you the handoff.

Related

• Troubleshooting
• Developer checklist
• QA checklist