Troubleshooting & Frequently Asked Questions (FAQs)

General Issues and Questions

1. Multiple Device Login

⚠️ You cannot be logged in to multiple devices at the same time.

2. Session Participant Limits

✅ Regular session: Up to 12 users (including the expert).
✅ For larger sessions, use Academy Rooms (up to 100 additional participants).

3. File & Document Sharing

✅ VSight Remote supports PDFs, images (PNG, JPEG, JPG), and 3D files (GLB, GLTF, OBJ, DAE, SCN).

4. Video Streaming Quality

✅ The adaptive streaming feature automatically adjusts video quality based on connection speed.
✅ HD streaming is the default if your internet connection supports it.
✅ Admins can enable Full-HD streaming for improved video quality.

5. Weak Internet Connection Solutions

✅ If your connection is below 350 Kbps, switch to “Audio Only” mode.
✅ Use snapshots, documents & annotation tools for collaboration.

✅ Enable peer-to-peer connection within work groups. 

6. Using VSight Remote Without Installing the App

✅ You can use VSight Remote via a web browser on PC or mobile.
✅ The WebApp is compatible with Google Chrome, Mozilla Firefox, and Safari.

7. Security & Encryption

✅ HTTPS encryption ensures data protection.
✅ AES-128 encryption secures audio and video streams.
✅ HMAC-SHA1 verifies data integrity.
🔹 More details: VSight Security Page.

8. How-To Videos

📺 Find VSight Remote Session Overview here.

Web Application

1. Connectivity Problems

✅ Ensure your device is connected to a stable internet connection.
✅ Recommended Speed: 1 Mbit/s (minimum: 350 Kbit/s).
✅ Open required ports:

• TCP 443

• UDP 3478

• UDP 1025-65535 (optional for better connectivity)

✅ Whitelist the following domains:

• *.vsight.io

• *.tokbox.com

• *.opentok.com

2. Audio/Video Issues

✅ Check if your microphone and camera permissions are enabled in browser settings.

3. Session Performance Issues

✅ Close unnecessary applications running in the background (for example Teams).
✅ Clear browser cookies.

4. Login or Access Problems

✅ Make sure that the account name, username and password are correct.
✅ Ensure your account is active and not expired.
✅ Contact your administrator for account-related issues.

5. Session Export not working

✅ This can happen when there are too many files in the session. For this reason, session export might not work.
✅ All your files are still saved and can be downloaded separately via session history.

Mobile Devices (iOS and Android)

1. General Issues

✅ Restart the VSight Remote app and your device.
✅ If available, update to the latest version.

2. Using an External USB Camera with Android

✅ Your Android device must support USB OTG (check under device specifications).
✅ Plug in the USB camera, and VSight Remote will prompt for permission.
✅ Once granted, you can switch cameras and adjust resolution in the session settings.

Smart Glasses

1. Supported Smart Glasses

✅ RealWear: HMT-1, HMT-1Z1, Navigator 500, Navigator 520.
✅ Vuzix: M300, M300XL, M400, M4000, Blade.
✅ Epson Moverio: BT-300, BT-350, BT-35E, BT-40, BT-45.
✅ Google Glass Enterprise Edition.
✅ Rokid: Glass 2, X-Craft.
✅ Moziware: Cimo, Nexo.
📥 Download VSight Remote for Smart Glasses: Download Link.

2. Installing VSight Remote on Smart Glasses

✅ Download APK file: VSight Smart Glasses Download.
✅ For Epson BT-35E: Use this specific download link.

3. Fixing “Connection Failed” Error on Smart Glasses

✅ Check date & time settings – Incorrect time may block secure connections.
✅ Make sure that a device is connected to the internet.
✅ Login Methods:

• Field ID Code: Provide a 6-digit code to the expert for remote login.

• QR Code Login: Use “Sign in with QR Code” and scan the provided QR.

• Zoom in/out for better QR recognition.

By following these troubleshooting steps and FAQs, you can ensure a seamless experience with VSight Remote.

📌 Need More Help? – See further information at VSight Help Center or contact support for assistance.