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Virtual Assist: Troubleshooting Guide
Virtual Assist: Troubleshooting Guide

Here are some common errors when using Virtual Assist, and how to resolve them.

Dominique Tuck avatar
Written by Dominique Tuck
Updated over a week ago

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Confirm if the Virtual Assist session is being conducted via email or SMS, and that the correct link has been sent to the customer.  If the customer is in a remote area, the SMS can be delayed by a weak signal. 

The video session is cutting in and out. 

Recommendation is for the customer to turn off their WIFI, and conduct the session over 3G/4G network.

The video signal is weak, and/or the video is patchy.

The Virtual Assist session is still able to be conducted! All snapshots are captured in high resolution.  Ask the customer to take some snapshots for you.

The video signal in strong, however the video is blurry. 

Instruct the customer to slow down the movement of the device for a clearer image.

The customer has not joined the session. Instruct the customer to reopen the message and select "Join."  

I've tried to start a Virtual Assist session, however the video session is not loading. I can see snapshots coming from the customer's side.

Virtual Assist is most compatible with Google Chrome or Firefox web browsers, so please try the session again in one of these browsers. If you are already using one of these browsers, please check that you are using the most recent update.

I've conducted a Virtual Assist session where the video was not loading, but snapshots were coming through. When I completed the session, the video was then made available in the snapshots section.

Please check with your IT department if there is a firewall preventing video live streaming to Virtual Assist. Sometimes corporate networks will allow some users full access, while blocking others based on department/sub-office/or even physical location. You can contact if you need information for white-listing. 

You can also double check the browser that you are using to access Virtual Assist. The most recent update of Google Chrome is recommended.

The video is stuck in "post-processing."

Longer Virtual Assist sessions will take longer to process. Virtual Assist sessions will process in a queue, one session at a time. The priority for the queue will order from when "End Session" from the assist side has been selected, in chronological order.

If your video is stuck, please message us so we can help you retrieve your data. 

The "Download Media" Button is Greyed Out? 

There are conditions in order to have this button enabled:

  • The session has a video or snapshots uploaded.

  • The session has status of "Finished" (ie, not "Post Processing" or "Started", etc.)

  • The user has permission to access media.

Often times, the media can't be downloaded due to the video being stuck in Post Processing, so please contact us for help. We can also retrieve your data directly from the database, so we can do this ASAP after being contacted.

The customer survey did not appear for the customer.  

The survey will appear when the Customer or Assistant selects "End Session." The customer is required to leave the session link open to complete the survey. If the customer closes the browser, the survey will not appear for the customer.  

There is no sound on the video when played back.

Sound will only be captured if a VOIP call was in place at time of the session being conducted.  

There is an echo on the VOIP call

This will typically occur only during testing, when the assessor runs a VOIP call when in close proximity to the customer who has their phone on loudspeaker.

Try testing with the "customer" side in another room or outside of earshot and see if there is still an echo. If the echo persists, please contact for further investigation.

The customer can't hear me! What can I check?

Don't stress, there are a couple of things you can check:

  • Check: Microphone permissions enabled in your browser. Google Chrome will automatically prompt you to allow permissions for the microphone when you first log in to Virtual Assist, but there's a chance you might have accidentally hit "Block" instead of "Allow". For reference, this is what the alert looks like: 

You can follow these steps to check your microphone permissions:

  1. Open Google Chrome; at the right of the address bar, click on the three vertical dots then select "Settings."

  2. Use the "Search Settings" toolbar at the top of your page and search "Microphone"

  3. Follow the prompts to click on "Site Settings" > "Microphone"

  4. Tap to turn the microphone or camera on or off. If you see the site you want to use under Blocked, tap the site  Access your microphone "Allow".

  • Check: Microphone plugged into the right jack on your computer. Older computers will have two headphone jacks, one dedicated to microphone and the other dedicated to audio only. When you plug your headset in to the dedicated audio jack, the microphone will not be engaged. Check out this great article for more microphone troubleshooting steps with Windows 10 by clicking here.

  • Check: Firewalls. Did you know that Firewalls on corporate networks are designed to stop any real-time connection? This is a preventative measure that helps keep your network secure, but it can be lifted on a site-by-site basis. Reach out to your IT team to ask if they have white-listed Virtual Assist. An easy way to check if the issue is Firewall related is to change your connection from your company's network to your mobile hot-spot - if the application suddenly works, it's because you are connected to a lesser regulated network. 

Your Virtual Assist Report Keeps Freezing.

This can happen if your session has a large amount of pictures. A session can handle up to about 50 pictures before experiencing slowness. Remove the pictures from the report by clicking the "eye" button.

The picture above indicates an image that is included in the report. 

The image above indicates an image that is not included in the report.

Could not connect to Virtual Assist as the customer is reporting that the "connection is not allowed due to cookies."

Cookies must be enabled for Virtual Assist to work. If the customer needs to enable cookies, they can follow the below steps:

  1. In the top right corner of Chrome, click on the three vertical dots > Settings.

  2. At the bottom, click Advanced.

  3. Under "Privacy and security," click Content settings.

  4. Click Cookies.

  5. From here, you can:

a) Turn on cookies: Next to "Blocked," turn on the switch.
b) Turn off cookies: Turn off Allow sites to save and read cookie data.

The customer's phone is stuck in portrait mode.

The great news about this setting is that it’s very easy to access on your mobile, and it can be changed in the middle of a VA session really easily with the right instructions!


1. Access your quick settings by touching the bottom of the screen and swiping upwards – your phone screen should look like this, but it might vary slightly depending on what model phone and version of iOS that you’re running:

2. Tap on symbol with a padlock and arrow around it. When the symbol is white, that means that the screen is locked into portrait orientation mode.

VA will allow you to change between modes easily!

For Android Users: 

1.  Access the quick settings this time by touching the top of the screen, and then swiping downwards – there is a setting that you can toggle in the top right hand corner, but its text will change depending on what setting you have currently. If it’s currently in “Portrait”, the symbol will look like this:

Got a question you can't find the answer to here? Send the team a message at: 

For the full web site, click here.

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