Troubleshooting

This page is for the moderator running the virtual tour. Steps marked (moderator) are done by you, all the others are done by the participant on their phone. You can send them the link to the individual article.

Issues with location requests:

Location is incorrect:

• Request the location again. The accuracy of the location improves with a new request
• Check the accuracy of location services

The client has not allowed the location to be shared:

1. Allow the website access to the location
2. Reset the virtual tour session (moderator)
   
3. Check if the browser has permission to access the location
4. Use the recommended browser

Video issues:

The screen is black:

1. Ask the call participant if they have covered the camera
2. Allow the website access to the camera
3. Check if the browser has permission for the camera
4. Allow the website access to the microphone
5. Check if the browser has permission for the microphone
6. Use the recommended browser

The screen is white:

1. Reset the virtual tour session (moderator)
2. Allow the website access to the camera
3. Check if the browser has permission for the camera
4. Allow the website access to the microphone
5. Check if the browser has permission for the microphone
6. Use the recommended browser

The page keeps asking for access although the camera is allowed:

The virtual tour needs the camera and the microphone at the same time. If the microphone is blocked, the page gets no access even though the camera is allowed.

1. Allow the website access to the microphone
2. Check if the browser has permission for the microphone
3. Allow the website access to the camera
4. Check if the browser has permission for the camera
5. Close programs that use the camera

Video is lagging:

1. Check the stability of the connection

Audio issues:

I can’t hear the participant:

1. Ask the call participant if they have headphones plugged in
2. Allow the website access to the microphone
3. Check if the browser has permission for the microphone
4. Use the recommended browser

Form issues

The form does not display

1. Ask the call participant if they accidentally closed the form
2. Reset the virtual tour session (moderator)
3. Use the recommended browser

The signature does not work

1. Ask the call participant if they accidentally closed the form
2. Reset the virtual tour session (moderator)
3. Use the recommended browser

Website display issues

The website does not display

1. Check the stability of the internet connection
2. Use the recommended browser

The website shows a loading sign

1. Reset the virtual tour session (moderator)
2. Use the recommended browser

Call cannot be established

1. Check the stability of the internet connection
2. Use the recommended browser

The link does not open or no longer works:

1. The link works for about 100 minutes from the moment the tour was created. If it is older, create a new tour and send a new link (moderator)
2. The participant should open the link in the Chrome or Safari browser, not inside another app: Using the Recommended Browser

Camera issues

The camera does not turn

1. Ask the call participant if they have the rear camera enabled
2. Use the recommended browser

The image quality is poor

1. Use the rear camera
2. Use the recommended browser

The images are blurry

1. The participant should stay still while taking the picture
2. The participant should clean the camera lens

Taking pictures does not work

1. Allow the website to access the camera
2. Check if the browser has permission to access the camera
3. Use the recommended browser

SMS message issue

The participant did not receive the SMS message

1. Ask the call participant if they sent the correct phone number
2. Resend the SMS message (moderator)

Email message issue

The call participant did not receive the email message

1. Ask the call participant if they received the email in their spam folder
2. Resend the email (moderator)