Difference between revisions of "Troubleshooting Live Guided Tours"

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(Created page with " 1. When I launch my tour from my embedded page then right click to start the share-- it reopens my tour at the root (The crazy Amazon S3 address) instead of staying in my emb...")
 
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=== '''Supported browsers''' ===
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'''Host:'''
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Updated versions of Chrome and Firefox on Windows and macOS.
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'''Guest:'''
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Chrome, Firefox, Safari and Edge (latest versions) on Windows and macOS.
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Safari on iOS.
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Chrome on Android.
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'''Can’t see the option to connect as host'''
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Check:
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- The browser is among the supported browsers for hosting a guided tour.
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- You give permission when prompted to the webpage to send push notifications.
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- You are accessing the tour through https.
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- You are not in Incognito/Private mode browser window.
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'''Host not receiving call notifications'''
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Try this:
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- Navigate to your guided tour.
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- Click the lock icon next to the link in the search bar.
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- Click the drop-down menus for "Microphone", "Camera" and "Notifications", and select "Always allow on this site" for all of them.
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- Close all chrome windows.
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- Navigate to your tour again.
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- Start session as host.
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- Open a new browser window in "Incognito Mode"
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- Navigate to your tour on that new window too.
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- Try calling from the "Incognito Mode" window and check if the call appears in the window where you have a host session open.
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'''Only can connect with audio:'''
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Try this:
 +
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- Navigate to your guided tour.
 +
 +
- Click the lock icon next to the link in the search bar.
 +
 +
- Click the drop-down menus for "Microphone", "Camera" and "Notifications", and select "Always allow on this site" for all of them.
 +
 +
- Close all chrome windows.
 +
 +
- Navigate to your tour again.
 +
 +
- Start session as host.
 +
 +
- Open a new browser window in "Incognito Mode"
 +
 +
- Navigate to your tour on that new window too.
 +
 +
- Try calling from the "Incognito Mode" window and check if the call appears in the window where you have a host session open.
 +
 +
You can also use this tool to test all the steps involved in the WebRTC (the protocol used by our guided tours) video call:
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<nowiki>https://test.webrtc.org</nowiki>
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1. When I launch my tour from my embedded page then right click to start the share-- it reopens my tour at the root (The crazy Amazon S3 address) instead of staying in my embed.
 
1. When I launch my tour from my embedded page then right click to start the share-- it reopens my tour at the root (The crazy Amazon S3 address) instead of staying in my embed.

Revision as of 11:50, 29 May 2020

Supported browsers

Host:

Updated versions of Chrome and Firefox on Windows and macOS.

Guest:

Chrome, Firefox, Safari and Edge (latest versions) on Windows and macOS.

Safari on iOS.

Chrome on Android.


Can’t see the option to connect as host

Check:

- The browser is among the supported browsers for hosting a guided tour.

- You give permission when prompted to the webpage to send push notifications.

- You are accessing the tour through https.

- You are not in Incognito/Private mode browser window.


Host not receiving call notifications

Try this:

- Navigate to your guided tour.

- Click the lock icon next to the link in the search bar.

- Click the drop-down menus for "Microphone", "Camera" and "Notifications", and select "Always allow on this site" for all of them.

- Close all chrome windows.

- Navigate to your tour again.

- Start session as host.

- Open a new browser window in "Incognito Mode"

- Navigate to your tour on that new window too.

- Try calling from the "Incognito Mode" window and check if the call appears in the window where you have a host session open.


Only can connect with audio:

Try this:

- Navigate to your guided tour.

- Click the lock icon next to the link in the search bar.

- Click the drop-down menus for "Microphone", "Camera" and "Notifications", and select "Always allow on this site" for all of them.

- Close all chrome windows.

- Navigate to your tour again.

- Start session as host.

- Open a new browser window in "Incognito Mode"

- Navigate to your tour on that new window too.

- Try calling from the "Incognito Mode" window and check if the call appears in the window where you have a host session open.

You can also use this tool to test all the steps involved in the WebRTC (the protocol used by our guided tours) video call:

https://test.webrtc.org


1. When I launch my tour from my embedded page then right click to start the share-- it reopens my tour at the root (The crazy Amazon S3 address) instead of staying in my embed. The tour page can't be in an iframe to work properly for a host so it reopens itself outside the iframe. This is due to the push notifications required to receive calls.

2. The sharing interface never goes away after initially launching and closing the session. Really should have a way for it to go away. Not sure what you mean. If you have started a session as a host you'll need to end the session (clicking on the lightning icon) for the guided tour toolbar to disappear. We'll make all the interface draggable in the next few weeks. Regarding your previous report about the tour not allowing you to connect in iPhone using Chrome, I'm afraid that it can only work on Safari, the other browsers don't have access to the user camera or microphone.