Tech support in-game troubleshooting
As a real-time, multi-person VR experience Apollo can be quite demanding on network and computer resources, especially when large teams are playing.
Occasionally, players can experience dropouts from the game and in extreme conditions these dropouts can prevent the game progressing for all participants.
If you experience these issues, please follow these troubleshooting steps:
Network connectivity
The most common cause of game dropouts is poor connectivity on participants Wi-Fi and broadband connections.
- Make sure each participant is using a high speed Wi-Fi network
- If this is a domestic network in particular, ensure other resource intensive applications (streaming video, conferencing, gaming etc) are not running at the same time.
- Use a speed test site such as https://speed.cloudflare.com to test the general speed of the participants Internet connection. In particular check the ping time, which should be 50ms or less.
Make sure that all the setup instructions for firewalls have been followed.
Facilitator PC
Make sure that you are running the Windows facilitator app on a machine that meets the minimum specifications. Ensure that no other resource intensive applications are running at the same time, and ideally re-boot the computer before launching Apollo for the first time. Make sure your PC meets the minimum Hardware specs for Facilitator Machines.
Identifying clients with network issues
The bar display at the bottom of the Facilitator view shows whether all players are connected. If a player's headset disconnects, a flashing red X will appear. Make a note of which player has disconnected (the icon in the bar shows the colour and player), and ask them to re-check their network connection as detailed above before starting a new game.
See here for Common Issues Related to Poor Network Connection.
Restarting a game
If you have significant connection issues which require you to restart a game of Apollo or Boomerang. Ensure that you have ended the game on the facilitator laptop and the Jenson8 dashboard, then ensure that all headsets have quit out of Apollo/Boomerang.
Create a new game (for restarts, you will most likely want to duplicate the previous game), then activate a new game on the dashboard and instruct participants to re-enter.
Discovery Deck blue Screen
When running a session, you may consider entering headsets into the Discovery Deck ahead of participants going into them to prevent participants needing to launch the app. Be aware that sometimes if the headset is inactive for too long, the participant may put the headset on and see a blank blue screen as opposed to the Discovery Deck environment.
To bring that headset back into the Discovery Deck environment, all they will need to do is hold down the Oculus button 
to re-center their boundary.
Specific error codes and messages
"Invalid Certificate 10077"
This error is triggered by the in-game VOIP service, Vivox, if it is unable to make a secure connection to the VOIP server. Some troubleshooting information for this error is available on Vivox's support site. However, we have also had reports of Vivox's service being blocked entirely in certain countries, and if that is the case this same error will appear.
List of countries where Vivox and other VOIP services have been blocked: Egypt