Troubleshooting
By Team1 author14 articles
Virtual Assist: Frequently Asked QuestionsGot a question about Virtual Assist? Check out our FAQ's here.
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Virtual Assist: Troubleshooting GuideHere are some common errors when using Virtual Assist, and how to resolve them.
Black screen in VA, but the customer says the video is streaming?This is a common issue that users experience when there's security measures in place on their network. Read on to find out how to fix!
Allow permissions for the camera on iPhonesSome users might have their camera permissions permanently blocked on their iPhone. Here's how they can turn camera permissions back on!
Allow permissions for the camera on AndroidsSome users might have their camera permissions permanently blocked on their Android phone. Here's how to fix!
Using Virtual Assist when you can't get a video connectionIf there's poor network conditions or a problem with the user's device, read on to see how you can still run an assessment with VA.
Help, the customer can't hear me!Using Virtual Assist, but the mobile user can't hear you? In most cases the answer is simple, so make sure you check these items.
My iPhone won't connect the Virtual Assist phone call to my Bluetooth Headset.Good news, it's an easy fix! Read on if you're having trouble getting your iPhone to route the Virtual Assist phone call to your Bluetooth.
Alternative Audio SharingDid you try hitting the red microphone button? We'll explain that!
The SMS Isn't Sending!If you're having trouble connecting with your customer via SMS, that's okay! There's a couple of things you can do to work around it.
My video is stuck in post-processing!Need to get a video out, but the status is still set to "Post-processing"? Keep calm and contact support!
Black screen in VA, but the customer says the video is streaming?This is a common issue that users experience when there's security measures in place on their network. Read on to find out how to fix!
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