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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This is a list of the most common errors and questions related to the 3DVista Live Guided Tours feature:
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First of all, make sure that the URL of your tour is secure. It needs to be '''https://''' . It will not work on http:// pages
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Also, those users behind a firewall or corporate network may not be able to connect to the Host using the WebRTC protocol. For those cases you will need to use the TURN service provided by 3DVista.
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'''What browsers are Supported?'''
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'''As Host:'''
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Latest versions of Chrome and Firefox on Windows and Mac OS. Latest versions of Edge (from version 79) on Windows.
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On Android in Chrome when enabling Desktop mode (Can be very unstable so we don´t recommend it)
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'''As Guest:'''
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Chrome, Firefox, Safari and Edge (latest versions) on Windows and Mac OS.
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Safari on iOS.
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Chrome on Android.
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'''I don´t see the option to connect as a host in the right click menu.'''
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Check this:
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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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'''I am the Host and I am 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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If the problem continues probably the browser used by the host is not receiving the push notification of the incoming call. This may happen on some network environments, please check this link about the ports required to be opened for push notifications:
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https://firebase.google.com/docs/cloud-messaging/concept-options#messaging-ports-and-your-firewall 
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(Firebase is the Google Service we use for sending push notifications)
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'''I can only connect with audio. It doesn´t show my video:'''
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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.
 +
 +
- 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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https://test.webrtc.org
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'''When I launch my tour from my embedded page then right click to start the share, it reopens my tour at the root 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.
 
 
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.
 
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.
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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.
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'''The sharing interface never goes away after initially launching and closing the session.'''
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.
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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.  
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''' Permisions don´t work on a tour embedded in another webpage '''
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If your tour is embedded on another website you need to add this code to the HTML page to make sure that the permissions to access the camera and the microphone are granted:
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allow="fullscreen; accelerometer; gyroscope; magnetometer; vr; camera; microphone" 
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''' I can´t hear the audio of my tour when in LGT mode. Why is that and how can I fix it? '''
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Of course your audience can hear you, the host, talk. But any audio you place inside your tour is muted by default, so as not to interfere with your voice speaking. If you want your audience to hear audios and sounds you placed in your tour, all you need to do is enable sound for videos from your right click menu.
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<br />

Latest revision as of 18:11, 23 January 2021

This is a list of the most common errors and questions related to the 3DVista Live Guided Tours feature:

First of all, make sure that the URL of your tour is secure. It needs to be https:// . It will not work on http:// pages

Also, those users behind a firewall or corporate network may not be able to connect to the Host using the WebRTC protocol. For those cases you will need to use the TURN service provided by 3DVista.


What browsers are Supported?

As Host:

Latest versions of Chrome and Firefox on Windows and Mac OS. Latest versions of Edge (from version 79) on Windows.

On Android in Chrome when enabling Desktop mode (Can be very unstable so we don´t recommend it)


As Guest:

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

Safari on iOS.

Chrome on Android.


I don´t see the option to connect as a host in the right click menu.

Check this:

- 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.


I am the Host and I am 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.


If the problem continues probably the browser used by the host is not receiving the push notification of the incoming call. This may happen on some network environments, please check this link about the ports required to be opened for push notifications: https://firebase.google.com/docs/cloud-messaging/concept-options#messaging-ports-and-your-firewall (Firebase is the Google Service we use for sending push notifications)


I can only connect with audio. It doesn´t show my video:

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


When I launch my tour from my embedded page then right click to start the share, it reopens my tour at the root 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.


The sharing interface never goes away after initially launching and closing the session.

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.


Permisions don´t work on a tour embedded in another webpage

If your tour is embedded on another website you need to add this code to the HTML page to make sure that the permissions to access the camera and the microphone are granted: allow="fullscreen; accelerometer; gyroscope; magnetometer; vr; camera; microphone"


I can´t hear the audio of my tour when in LGT mode. Why is that and how can I fix it?

Of course your audience can hear you, the host, talk. But any audio you place inside your tour is muted by default, so as not to interfere with your voice speaking. If you want your audience to hear audios and sounds you placed in your tour, all you need to do is enable sound for videos from your right click menu.