Troubleshooting

See how to troubleshoot some issues you may run into. Run into an issue that isn't on here? Let us know.

Designing Troubleshooting

The Vizard Client is not opening / Unpacking of the Vizard Client window fails mid way through.

Currently the Vizard Client application is fairly large, and requires ~1GB of free disk space (on the C drive) to install and unpack properly. Please check to ensure your C drive has enough space. Once installed, the data folder can be changed so that models and other resources can be saved to and loaded from a secondary drive.

I’ve made a large mistake in a scene and/or someone else has edited my shared scene beyond all recognition or hope of recovery….

You can restore your scene to a previous snapshot. See our article: how to copy a scene from an a snapshot for more details

My scene doesn’t show recent changes I’ve made.

Make sure it’s pointing to the correct snapshot. You should have a new snapshot after closing the scene in presentation designer or you can manually create a snapshot. If you have a new snapshot available, you should see a notification in the login interface window when joining the session as a presenter.

Presenting Troubleshooting

The Vizard Client is not opening / Unpacking of the Vizard Client window fails mid way through.

Currently the Vizard Client application is fairly large, and requires ~1GB of free disk space (on the C drive) to install and unpack properly. Please check to ensure your C drive has enough space. Once installed, the data folder can be changed so that models and other resources can be saved to and loaded from a secondary drive.

The heads of myself and/or my attendees are appearing near the floor.

This is likely due to an incomplete calibration of your tracking system. This is a problem particularly for oculus configurations. If you haven’t already, try to configure the floor position (user head height) in the oculus utility. See our hardware setup guide for more details.

I cannot hear the attendee or the attendee cannot hear me.

If you cannot hear your attendee or if your attendee cannot hear you, it could be several things.

1. If you’re using a Vive, make sure that you have the headphones connected.Check that the audio defaults are correct and your devices are enabled. For Oculus, the device is called “Rift Audio”, for Vive it is called “USB Mic”. To set a default select the device in the “Recording devices” or “Playback devices” panel of Windows and click the “Set Default” button.

  • Check that the default Recording device is the expected microphone.Check that the default Playback device is your headset.Make sure your HMD mic is enabled (right click and select “Enable”).Speak into the HMD and the sound levels should bounce.
  • ‍Make sure the volume is turned up. You can adjust the volume in Windows and you should hear a “ping” if the volume is connected.Make sure the volume is turned up. You can adjust the volume in Windows and you should hear a “ping” if the volume is connected.
  • ‍Once you have confirmed that your audio is working, go through the above steps with your attendee to ensure everything is turned on and working on their end.
  • ‍If everything is turned on for both you and your attendee, it may be an issue with VOIP not connecting properly. Have both parties disconnect and reconnect to the same session. If the problem persists contact support.

I only see updates of the other user every few seconds.

If a user’s movement is not updating in real time (i.e. they appear to be stuck and then change position every 3-4 seconds), this is an issue called key-framing.

Make sure the user has a fast enough internet connection by running a speed test on their computer (just have them google “Speed Test”)It’s likely that you or your user has a blocked UDP Port. Please contact our support using the chat icon or via the feedback form on our website, and we can work with your IT department to try to reach a solution which fits your network constraints.

The login window or Presentation Designer are appearing much too large on my monitor.

In Windows 10, the size of the text, apps, windows, and others might change after Windows updates. This can cause issue for the “Sign In” button on either PD/Vizard Client’s login window not accessible. To fix this, please follow the steps below:

Select “Display settings” from the right-click desktop menu.Under the Display section, you should see a scroll bar that controls the percentage of windows text, apps, and others. Make sure it is adjusted to 100%.Done.

My HMD is not showing the application and I have already set up my HMD properly

If you have properly setup your HMD and all the cables have been connected, but your device is not displaying the application, you may have to check that your monitor and hmd are both connected to the Graphics card.

Use on board graphics card for hdmi cable attachment for your hmdUse on board graphics card for main display out (connect monitor to graphics card)

The application is not displaying in my Oculus

With the Oculus 2.0 major update, you may notice that the Oculus view stays in Oculus Home rather than going to our application. If this is the case, first open up your task mamager (Ctrl+alt+delete) and search to see if there are any winviz.exe processes still running. If there are, end them and then attempt to connect again. You can also restart your computer and this should clear out any additional winviz.exe processes as well.