If you are experiencing issues with setting your headsets up on your network, please try the following steps:
(Please note that you may need to get your IT provider to assist with some of these suggestions.)
- Before you can enrol headsets, please check that you have a valid subscription.
- Ensure that the headsets and the computer that manages them are on the same Wi-Fi connection. This can include physically cabled connections, subnets and proxy servers. Click here for more information on Wi-Fi connectivity.
- Ensure that there they are connected and enrolled correctly by using the QR codes available on the ClassVR Administration page.
- Check that they are not being blocked by firewalls, both on the network and the computer in question. They may need to be white-listed.
- Check the Network Diagnostic page.
- Check the network settings screen in the ClassVR headset. For more information on how to access this, click here.
- The headsets do not appear in the Devices list on the ClassVR portal.
- Check that the headsets are enrolled on the ClassVR portal.
- Re-connect and re-enrol the headsets using the QR codes on the ClassVR Administration section.
- Check the Devices page in the ClassVR Administration section. This should show if the headset has checked in, and the last time that that it did.
- The headset is showing on the Devices list, but it is only showing as disconnected.
- Ensure that the computer and headset are on the same Wi-Fi network.
- Make sure that the headset is turned on, then try covering the sensor above the lenses for 20-30 seconds to see if it shows up.
- Make sure that the headset has a working network connection by checking the wireless symbol on the main screen.
This section is for System Administrators and IT providers:
- Try pinging the IP address of the affected headset to ensure that it is showing up on the network. This may also indicate if there is any wireless or IP isolation.
- ClassVR headsets use websocket. Please ensure that this is not blocked by your firewall.
- Any changes in the Wi-Fi network setup may not be picked up automatically by the headsets. They may need to be re-added. The SSID may also need to be removed and re-added.
- If you have multiple access points, previous details will have to be removed from the headsets in order to set them up on the new AP.
- Please note that any changes to the configuration will only be picked up by the headsets if they are able to check into the portal successfully.