Solutions

Quick checks

Participant (on the phone)

1. Open the link in Chrome (Android) or Safari (iPhone), not inside another app such as the SMS preview, WhatsApp or Gmail. How to open the link in the recommended browser
2. The virtual tour needs the camera and the microphone. If either one is blocked, the video does not start, even when the camera is allowed.
   • On the virtual tour page: tap the icon to the left of the address, then Permissions, and allow Camera and Microphone. Details: camera, microphone.
   • In the phone settings (Android): Settings > Apps > Chrome > Permissions, allow Camera and Microphone. Details: camera, microphone.
3. Location: allow it when the page asks. If it fails, check the location permission of the page, the location permission of the browser and the location services.
4. Reload the page after every change.
5. Close other apps that use the camera or the microphone (Teams, WhatsApp, Camera).

Moderator

1. If the link is older than about 100 minutes, create a new virtual tour and send a new link.
2. If the message did not arrive, resend the SMS or resend the email.
3. If the page hangs or stays empty, reset the virtual tour session.
4. Check the internet connection on both sides.

All detailed instructions are listed below.