Section 6
Troubleshooting
When I look into my headsets, the picture is misty.
Each of your VR headsets should arrive with a protector affixed to each lens. Ensure that
you have removed the lens protectors by carefully pulling the transparent plastic tab
affixed to each one.
When I look into my headsets, the picture is blurry.
The focus on each of your headsets can be adjusted by using the focus adjustment (see
page 9). You should ask your students to adjust the focus to best suit their eyes each time
you use your ClassVR headsets.
My headset won’t turn on.
Make sure you press and hold the power button for five seconds. If the ClassVR logo does
not appear on the screen after releasing the button, plug your headset into the charging
case and allow it to charge for at least two hours (see page 4).
The screen on my headset keeps turning off.
ClassVR headsets have a sensor between the lenses that detects when the headset is being
worn. The screen will turn off automatically when this sensor is not activated. If the screen
is turning off while the headset is being worn, adjust the face padding to ensure it is not
blocking the sensor. Make sure the straps are adjusted so that the headset fits the wearer
snugly.
My headsets were all charging correctly but now the charging
lights have gone out.
When your ClassVR headsets are fully charged, their charging lights will go out.
I can’t see any headsets in the Devices pane.
Your headsets may not be enrolled in your ClassVR Portal organisation. Refer to page 16 to
find out how to enroll the headsets.
My headsets appear in the Devices pane but they are all
Disconnected.
To control your ClassVR headsets from a computer, the headsets and computer must be
on the same network. Make sure this is the case. If you are still experiencing problems,
check your computer’s proxy settings (see page 26).
My headsets say Connected but not Active – why?
Headsets only appear as Active when they are being worn and the sensor between the
lenses is activated. You can test this by placing a finger over the sensor; you should see the
device move up to the Connected area.
My headsets are Active but when I press Play my students can only
see a grid or a black screen.
Check that all your headsets are correctly connected to the Wi-Fi (see page 14). If they are
connected and are responding to commands from the ClassVR Portal but are not showing
360 content correctly, ask your technician to check the whitelisting requirements (see
page 26).
I have forgotten my password for the ClassVR Portal.
Visit
http://portal.classvr.com
, enter your email address in the Email Address field and click
Forgot your password? You will receive an email containing password reset instructions.
I have forgotten the email address I use to log into the ClassVR
Portal.
This will usually be your school e-mail address. If you are unsure after trying your school
e-mail, check with your school’s key contact for ClassVR.
Where can I find additional support?
For additional support and guidance, visit our knowledgebase at
support.classvr.com
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