Troubleshooting
Let’s figure out and fix your problem.
Table of Contents
Pre-call Tests
Click the links for the following tests on the devices where you perform inspections. These work for mobile devices too.
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?
The “half-connection” issue
In a Virtual inspection.
If the inspector/contractor get the “half connection” where the inspector can see the contractor’s video but the GPS does not show up and the contractor sees “Connecting….” and eventually the contractor times and closes the connection, it means the inspector has a device access issue and needs to reboot their device and re-connect to the customer.
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)
Video Issues
Things to try:
- Make sure there are no other applications that use your camera currently open, such as Zoom, Teams, Skype, Facebook Messenger, DUO, Hangouts, Meet, etc.
- Restart your computer or mobile device.
- Does the computer and mobile device have a webcam?
Tests to debug connection issues
Pre-call Test (highly recommended)
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.
Tests to debug connection issues
Pre-call Test (highly recommended)
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?
VuSpex AC & GO
Trouble Connecting the Inspector and Contractor
Contractor:
- Signed-in on only one device with their email and password
- Downloaded the latest version of the VuSpex GO
- Created a VuSpex Contractor account and verified the account
- Linked their account to the correct Agency for the inspection
- Signed-in with VuSpex GO credentials
- Connected to the Internet via Wi-Fi or has a strong cell signal
- Performed an Internet Speed Test
- If the inspection is scheduled in Accela, the Contractor name must be shown in VuSpex AC
- All permissions are allowed and enabled in phone: Settings->VuSpex (Location, Microphone, Camera)
- The device is iOS 11 or newer; Android 5.0 or newer
Inspector:
- Using a compatible web browser
- 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 verified 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 restart their device
- Ask the Contractor to delete VuSpex GO from their device and download it from the App Store and Sign-in with their credentials
- Ask the Contractor to reset their password
If still unsuccessful, contact VuSpex Support
- Send a detailed description of the issue with the Contractor name, email, phone, permit number to support@vuspex.com or call (844) 288-7739 ext.2
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
