Facilitator in-game troubleshooting

How do I know if my PC meets the minimum requirements to run the facilitator build of Apollo?

The minimum specs required for a smooth performance are:

• Desktop PC: Nvidia RTX2070 GPU or equivalent, 8 GB ram or higher.
• Laptop: Nvidia RTX2070 max-Q or GTX1660 mobile and equivalents, 8GB ram or higher

For more information, refer HERE

How do I know if my network connection meets the minimum requirements?

Use a speed test site such as https://speed.cloudflare.com to test the general speed of your Internet connection.

The recommended minimum speeds are:

• Download speed: 20Mbps or more
• Upload speed: 10 Mbps or more
• Server ping time: 50ms or less

For more information, refer HERE

What do I do if a Wi-Fi network cannot run the session smoothly

For on-site or hybrid events if you notice connection issues such as latency or headsets disconnection from the session. Consider reducing the number of headsets being used simultaneously for apps which require an network connection (Apollo and Boomerang).

For remote events individuals with low network quality may be able to identify whether they are having network issues when attempting to load into Apollo/Boomerang. If a participant is taking an unusually long time to load into a session, lags or disconnects from a session, recommend that they attempt to ensure minimal bandwidth is being occupied elsewhere on their network (such as video streaming or conferencing). Ensure their internet speed meets our minimum requirement using the information above.

For more information, see Common Issues Related to Poor Network Connection

How do I interpret the player connection icons in the facilitator build?

The player connection icons will allow you to know if players are connected throughout the game. If a player’s headset disconnects at any time, a flashing red X will appear above the color and letter of the player.

What do I do if a participant didn’t receive a link to take the pre-task survey?

Participants can be invited to take the pre-task survey using the Jenson8 Dashboard. For complete instructions on how to invite participants, please refer HERE.

What if a participant forgets their pin code?

All pin codes can be found in the ‘participants’ tab on the session page, located on the Jenson8 Dashboard. A unique 4-digit pin code can be found next to each participant’s name. Pin codes are assigned to specific users and can be input on any VR headset.

If using a J-Application, participants will be able to access the session page themselves to see their activation code.

What if a participant feels dizzy, sick, disoriented, or would like to stop the game?

If a participant informs you that they feel sick or would like to stop the game, instruct them to take off their headset and place it down next to them within their guardian boundary (Note: Remind participants that if they would like to stop the game, they need to keep their headset within the boundary at all times). Advise the participant to take a seat and ensure they are sufficiently hydrated.

How much information should I give to participants before the game begins?

Most participants will be excited and curious about Apollo and may ask questions about the game or task ahead of them. It is important to provide as little information as possible before the game to preserve the unknown aspect of Apollo in order to facilitate an environment of teamwork and success.

What happens if someone steps out of their boundary?

Participants should be reminded to keep their headset within their boundary at all times. However, if a participant does step outside of their boundary, instruct them to step back inside and stand in the center of their boundary. Then alert a technician of this problem and allow them to assist the participant with their boundary.

What happens if a player receives an error message?

Errors might occur throughout your session. If a player receives an error message and is unable to join the game, alert a technician of this problem and allow them to assist the participant.

The following list addresses situations where users may see errors, and why these errors have occurred:

• If a participant is being told their pin code is wrong there are 3 possibilities:

  - They have entered their pin code incorrectly.

  - Their device is not connected to the internet - for all Jenson8 applications, an internet connection is required for a pin code to be recognised.

  - There may be a firewall or alternative security restrictions on their network/device prevent them from communicating with the Jenson8 servers. See here for information on firewalls.

• If a participant has entered their pin code but is unable to progress through to the lobby, there are 3 possibilities:

  - The session has already started.

  - The account associated with their pin code was not added to the session or they are using the wrong Jenson8 application (this will show "no active sessions found")

  - Their network connection is insufficient or has security restricting them from access Jenson8 applications. See here for information on connection requirements and firewalls.

• If a participant is using a device which has an outdated version of a Jenson8 application, they will see an error message telling them which version is being used in the session, along with the version they are currently using. Always ensure all devices are running the same version number. Find the latest version number in the 'Installing and Running Jenson8 Software' section of the Knowledge Base.

• In-game error messages in which a participant disconnects from the game (such as 'Connection Timeout' or 'Disconnected from the Network Server') may occur if:

  - The participant has a poor internet connection or has disconnected from the internet, see here for more information.

  - The participants device has been gone to sleep or been inactive in the session for too long; for VR headsets, this will occur if they step out of their boundary or use enter another application for too long.

• You may see a Meta Quest system error which prevents you from continuing into a Jenson8 application if two headsets are logged into the same Meta account and attempting to run the application simultaneously - each headset must have a unique Meta account to avoid this issue.

What if a participant launches the wrong application?

Because VR headsets have multiple applications, it is possible for a participant to accidentally open the wrong application. If this happens, guide the participant through closing the wrong application and opening the relevant Jenson8 application:

1. First, the participant should be told to press the Oculus/Meta button located on their right hand controller.
2. After the Oculus/Meta button is selected, a pop-up menu should appear with two options: ‘Resume’ and ‘Quit.’ Instruct the participant to select ‘Quit’ to close the application.
3. From here, they will be brought back to a list of their headset’s installed applications. Tell the participant to select the icon for Apollo. This should launch the correct application and allow them to join the current session.

What if a participant cannot reach something in their environment?

Sometimes a player will have trouble reaching objects that are outside of their environment, but should be reachable, like a tool on a nearby workbench. This can be resolved by resetting their guardian boundary. Have the participant stand in the center of their guardian area, and long press the oculus button on the right-hand controller. When the button is held down for 2 seconds, a white circle will appear in the center of their vision. When the white circle disappears, the VR environment will re-center to the participant’s current standing position.

For more information regarding the guardian boundary and other headset information, refer HERE.

What if a participant’s headset dies during gameplay?

For fully remote sessions, participants should be reminded to charge their headsets overnight before the day of the session. This should allow all headsets to remain charged throughout the entire session. However, if a headset dies during a remote session, inform the participant to take off their headset and plug it into the charger. Then, share your screen within the call to allow the participant to observe the rest of the game.

For hybrid or in-person sessions, headsets should be charged overnight to ensure that they remain charged throughout the entire session. Further, at least two spare fully charged headsets should be brought to the event space. If a headset dies during an in-person session, inform the participant to take off their headset. Take the headset from the participant and plug it into the charger. You should then alert a technician to set up one of the spare headsets for the next game. Because pin codes do not change per user, and are not specific to one headset, the participant should be able to join the next game. In the meantime, allow the participant to observe the game on your facilitator laptop. If the participant is remote and their headset dies during a hybrid session, follow the remote session protocols listed above.