Live Stream Frequent Issues and Solutions

Issue

Solution


The customer tapped Join Live Session and you only see a white screen with a black silhouette in the corner.

  1. If you were on the phone with the customer and they attempted to join the live session while still talking with you, then they will need to close the app, hang up the phone, and then re-enter the survey code and join the live session.

  2. If you were not on the phone with the customer, then their phone was unable to connect to the live session for some reason. The best way to fix this problem is simply to close the app and attempt the live session again.


The customer tapped Join Live Session and you only see a black screen with a black silhouette in the corner.

The customer did not allow the app access to the camera and will need to enable camera access before you are able to complete a live survey.

On Android:

  1. Go to Settings

  2. Find Apps (typically under General)

  3. Find Virtual Move

  4. Enable camera permissions

On iOS:

  1. Go to Settings

  2. Go to Privacy

  3. Go to Camera

  4. Enable Virtual Move


The customer tapped Join Live Session and you are unable to hear them but are able to see them.

The customer did not allow the app access to the microphone and will need to enable microphone access before you are able to complete a live survey.

On Android:

  1. Go to Settings

  2. Find Apps (typically under General)

  3. Find Virtual Move

  4. Enable microphone permissions

On iOS:

  1. Go to Settings

  2. Go to Privacy

  3. Go to Microphone

  4. Enable Virtual Move

If you are still unable to hear the customer, you may have to call the customer, you can use the same phone that they are already using. You can then have the customer talk with you over the phone on speaker while you are completing the live survey.


The customer’s video is almost too blurry to see.

The blurriness is caused by the customer having a poor WIFI or cellular connection. The video will be significantly less blurry when it is viewed on the VMT website after the live session has ended.


Have the customer move back into their house where they should regain connection. Then have the customer switch to cellular data before moving back outside. This should prevent them from losing connection when they return outside.

The customer lost connection when going to an outside area, such as a shed.