Troubleshooting for Virtual+ Services

Having issues connecting to a Virtual+ meeting? Follow these quick troubleshooting steps to resolve.

1. Are you using a supported device and browser? 

2. Have you allowed access to your camera and microphone? 

This only applies if you are trying to connect with video/audio and do not see your video stream in your self view and/or others cannot hear you. To ensure this access, answer Allow  when the access prompts come up to allow access to your camera and microphone. 

If you did not see the access prompts come up you may need to go to your browser settings and make sure it is not set to automatically deny camera/microphone access to websites requesting it. Below is an example of these settings on an iPhone:

If you have multiple cameras connected to your device and are having trouble getting your video stream to show up, try selecting the Switch camera button from your self view controls to see if switching to another camera resolve it. 

If you have multiple microphones connected to your device and are having trouble getting your outgoing audio to work, try checking your browser's microphone settings to make sure the correct microphone is selected. From Chrome browser, click on the camera icon in your url bar, then Manage, then Microphone and you'll see a drop down with microphone options. 

3. Do you have a good network strength? 

Your network strength meter is available in your self view.

Each participant will have a network strength meter visible on their video stream, which shows how strong their network connection is. 5/5 bars is the strongest and if you have no strength or the strength is still being assessed you'll see a slash through all bars. If there is a dip in network strength you may experience reduced video quality. The good news is that your bandwidth will automatically adjust to improve quality when this occurs (more on that below). 

4. Have you tried running this diagnostic test from Twilio?

Virtual + Services uses Twilio to connect participants. If you've answered "Yes" to the above three questions and are still having issues, please try this running this test.

Here's what a successful connection will look like: 

5. Have you sent us the browser console log? 

If you've tried everything in steps 1-4 and still can't figure it out, we will need more info to further investigate the issue. To send the console log to us please do the following:

While the issue is occurring/error message is on screen:

For PC users: hit Shift + Alt + D

For Mac users: hit Shift + Option + D

Alternatively, you can type "/sad" into the chat bar and select Send. 

You should see this message come up after doing this: 

Once you have sent the console log, please email support@usked.com letting us know so we can check the log to investigate.

Seeing an Error Message?

Below are the most common error messages:

1		V+ meetings are made available 10 minutes before the scheduled start time. Wait until then and try again.
2		V+ meetings are available only up to one hour past the scheduled end time of the request. Contact your organization if need for extension arises.
3		The request would need to be converted to a V+ request to make this V+ meeting accessible.
4		The request would need to be confirmed in order for the V+ meeting to be accessible.
5		The request is now canceled and this V+ meeting will no longer be available.
6		If you are the only participant in the V+ meeting for over 15 minutes you'll see this error message.
7		The request has been locked by another participant. A participant already in the meeting would need to unlock the room in order for you to join.

Known Issues

As we make changes to Virtual+ to adapt to customer feedback and needs, there are a few issues we are still working to resolve. Below is a list of what we are actively investigating:

Additional Information