Troubleshooting
Let’s figure out and fix your problem.
Table of Contents
VuSpex CLICK & NOW
Trouble Connecting the Inspector and Field Agent
Field Agent:
- Connected to the Internet via Wi-Fi or has a strong cell signal (Wi-Fi is preferred)
- Performed an Internet Speed Test and verify a strong connection (10-15 Mbps)
- All permissions are allowed/enabled (Location, Microphone, Camera, Photos, Notifications)
- The device is iOS 11 or newer; Android 5.0 or newer
- Volume is turned up on the phone
- Notifications for SMS text messages are enabled
- Do Not Disturb is enabled to prevent phone calls and notifications from interrupting the inspection
- Silent Mode is Off
- Airplane Mode is Off
- The phone is not accidentally connected/paired to a nearby Bluetooth device
- iOS default web browser set to Safari
- Android web browser set to Chrome or Firefox
- Nothing is obscuring the camera lens
- Try using the VuSpex APP if you are unable to connect with a browser
Inspector:
- The Inspector is using a compatible web browser (not Internet Explorer)
- The Inspector has good Wi-Fi, network, cellular, or mobile hotspot connectivity
- Performed an Internet Speed Test and has a strong connection (10-15 Mbps)
- All browser permissions are allowed and enabled (Location, Microphone, Camera, Photos, Notifications)
- Volume is turned up
- The computer is not accidentally connected/paired to a nearby Bluetooth device
- Speakers are functioning
- Mic input is set to a reasonable level or you are using a wired headset with a mic
If still unsuccessful, contact Support (see below)
- Send Field Agent and/or Inspector name, email, and phone to VuSpex Support
- Please have WebEx available for video support
VuSpex AC & APP
Trouble Connecting the Inspector and Contractor
Contractor:
- Downloaded the latest version of the VuSpex APP
- Created a VuSpex Contractor account and verified the account
- Linked their account to the correct Agency for the inspection
- Signed-in with VuSpex APP credentials
- Connected to the Internet via Wi-Fi or has a strong cell signal (Wi-Fi is preferred)
- Performed an Internet Speed Test and can relay the download/upload speed to you
- If the inspection is scheduled in Accela, the Contractor name must be showing in VuSpex AC
- Logged in on only 1 device with their email and password
- The VuSpex APP is open and visible to the Contractor on their device when the Inspector calls
- All permissions are allowed and enabled in phone: Settings->VuSpex (Location, Microphone, Camera, Photos, Notifications)
- The device is iOS 11 or newer; Android 5.0 or newer
Inspector:
- Using a compatible web browser (not Internet Explorer)
- Good Wi-Fi, network, cellular, or mobile hotspot connectivity
- The permit record has no NOC, credit hold, or fees due
- Using their correct Accela credentials to log into VuSpex (around a VPN)
- The correct Inspector ID appears in the upper-right corner of the VuSpex portal
- The VuSpex Inspector Portal shows the correct URL prod.vuspex.com
- You have not received the Accela communication warning in an email
- The permit status is Issued, Permit Issued, Inspections, or Active
Contractor Trouble With Log-In
- Ask the Contractor if they clicked on a link to verify their account at the time of account creation
- Ask the Contractor to use Wi-Fi which can confirm poor cell connectivity
- Ask the Contractor to cycle power on their device (required when some Admin fixes are made)
- Ask the Contractor to delete the VuSpex APP from their device and download from the App Store and Sign-in with their credentials
- Ask the Contractor to reset their password
If still unsuccessful, contact Support (see below)
- Send Contractor name, email, phone, permit number to Support
- Please have WebEx available for video support
FAQ
https://vuspex.com/support/faq/
Support
Need a hand?
Visit https://vuspex.com/support/
Email us at support@vuspex.com
Or, call Support: (844) 288-7739 ext. 2