VR live session troubleshooting (quick reference for facilitators)

This quick-reference guide is for facilitators running a VR training session. It covers the most common issues that come up during live sessions and how to resolve them quickly, so training can continue with minimal disruption.

Headsets won’t log in with the generated code

This is the most common live-session issue. The login code may have expired or wasn’t entered correctly.

What to do:

• In the Pixaera admin portal,click on VR access on the top left and click Generate a new PIN, alternatively go to vr.pixaera.com
• Make sure the code is entered exactly as shown - it is case-sensitive.
• For security reasons the code lasts for 24 hours, the VR access page will show you how long is left on the code, you can generate a new one at any time
• If the headset shows a network error rather than a login screen, check the Wi-Fi connection on the headset (see below).

Headset can’t connect to Wi-Fi or drops connection mid-session

• Check that the headset is connected to the correct Wi-Fi network. Avoid networks with captive portals (login pages) as these block VR sessions.
• You may need to speak to your IT team to help connect the device to a corporate WiFi network
• Move the headset closer to the Wi-Fi access point if possible.
• Restart the headset and reconnect to Wi-Fi before generating a new login code.
• You can connect your headset to a mobile network through a Personal Hotspot if necessary

A module is frozen or stuck mid-scenario

• Ask the trainee to remove the headset.
• In the headset’s home screen, fully close the Pixaera app.
• Reopen Pixaera. The session may need to be restarted. 
• If the module cannot be resumed, please complete this on a computer or contact help@pixaera.com.

Headset software is out of date

An outdated Pixaera VR app can cause login failures and module errors. Before every session:

• Power on each headset at least 30 minutes before the session begins.
• In the Pixaera VR app menu, check for any available updates and apply them.
• See Updating the Pixaera VR App for step-by-step instructions.

A trainee’s completion isn’t showing after the session

VR completions sync automatically. If a trainee’s result isn’t showing in the admin portal:

• Check that the headset was connected to the internet throughout the session.
• Allow up to 15 minutes for syncing after the session ends.

If results are still missing after 30 minutes, contact help@pixaera.com with the with the details of the trainee and module they completed in VR