Troubleshooting
Let’s figure out and fix your problem.
Connection Issues
For mobile users connecting without an app.
Contractor, Homeowner, Field Agent, Viewer
I did not get a text message invite
- Is your phone connected to a cellular network?
- Do you have at least one bar on your smartphone?
- Are notifications for text messages enabled?
- Is ‘Airplane mode’ disabled?
- Is ‘Do Not Disturb mode’ disabled?
- Is ‘Silent mode’ disabled?
- Are both ‘Focus mode’ and ‘Bedtime mode’ disabled? (Android)
- Can you verify the Inspector called your phone number?
I see an error message on the screen
- Did an error message display on the screen?
- If yes, what was the error?
I cannot connect to the Inspector
- Is your phone connected to a WiFi or cellular network?
- Cellular: Do you have at least two bars on your smartphone?
- WiFi: Do you have a strong WiFi signal during the entire inspection?
- Did you tap on the most recent text message invite link to connect?
- Did you enable/allow all permissions when prompted?
- Do you see a screen with a white background and the word “Connecting”?
- Are you using a supported mobile web browser?
- On iPhone (iOS): Is the default web browser set to Safari, Chrome, Edge, Firefox?
- On Android: Is the default web browser set to Chrome, Edge?
- Is the device is iOS 11 or newer; Android 5.0 or newer
For Inspectors connecting via the portal, dashboard, web browser.
Inspectors & Additional Viewers
I cannot connect to the Contractor, Homeowner, Field Agent, Viewer
- Are you using a supported web browser? (not Internet Explorer)
- Did you enable/allow browser permissions for the camera, microphone?
- Do you have good Wi-Fi, network, cellular, or mobile hotspot connectivity?
- Have you done an Internet Speed Test and have a strong connection? (10-15 Mbps)
Audio Issues
For the Mobile user: Contractor, Homeowner, Field Agent, Viewer
Others cannot hear me speaking
- Do you have ‘Mute’ enabled?
- Does your computer or device have a microphone?
- Were you just using another video conferencing tool or video messaging app?
- Is the volume turned up on your device?
- Is Silent mode disabled?
- Can you verify your speakers/headphones work correctly?
- Have you tried using wired headphones?
- Is the device accidentally connected/paired to a nearby Bluetooth device?
- Are your microphone input settings at a reasonable level?
Things to try:
- Restart your computer or mobile device.
- Make sure there are no other applications that use your microphone currently open, such as Zoom, Skype, Teams, Facebook Messenger, DUO, Hangouts, Meet, and so forth.
- If you have a complex audio setup with multiple microphone options, try to reduce and select the default audio option.
I cannot hear someone speaking
- Do they have ‘Mute’ enabled?
- Does their computer or device have a microphone?
- Were they just using another video conferencing tool or video messaging app?
- Is the volume turned up on the device?
- Is Silent mode disabled?
- Is the device accidentally connected/paired to a nearby Bluetooth device?
- Have you tried using headphones?
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
Tests to debug your connection
- Do an Internet Speed Test.
VuSpex AC & APP
Trouble Connecting the Inspector and Contractor
Contractor:
- The VuSpex APP is open and visible to the Contractor on their device when the Inspector calls
- Signed-in on only one device with their email and password
- 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
- 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
- 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/
VIDEO TUTORIALS
https://www.youtube.com/channel/UCE0bYuIFAen8jA7tSrkW1wA/playlists
TROUBLESHOOTING
https://vuspex.com/support/troubleshooting/
USER GUIDE
https://vuspex.com/support/user-guide/
SUPPORT
Need a hand?
Visit https://vuspex.com/support/
Email us at support@vuspex.com
Or, call Support: (844) 288-7739 ext. 2
