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Troubleshooting

Stuck on Loading Screen​

Verses with complex 3D models or objects can increase load times, especially on less powerful devices (e.g., mobile phones or standalone VR headsets). If you’re stuck on the loading screen:

  • Refresh the page.

  • Try loading the scene on another browser or device.

Choppy Audio​

Choppy audio may indicate that your device or network is struggling with the complexity of the Verse (e.g., objects in the scene or the number of participants). To improve audio quality:

  • Use a more powerful device, such as a computer, if you’re currently on a mobile phone.

  • Reduce the number of participants or objects in the Verse if possible.

Wired-In Headset Not Working​

If your wired-in headset isn't connecting, we recommend checking the following:

  • Browser Compatibility: Ensure your browser supports WebVR (Firefox is recommended for wired-in WebVR experiences). Test your setup at webvr.info.

  • Browser Updates: Verify your browser is up to date.

  • Required Software: Confirm that supporting software (e.g., SteamVR, Oculus App, Windows Mixed Reality Portal) is installed and updated.

  • Graphics Card Configuration: Ensure your browser is using the same graphics card as your VR headset.

Echo in the Verse​​

Echo may occur if a participant is not wearing headphones. You can ask participants to mute their mic when they are not speaking, or as a room moderator you can mute them yourself in their participants menu. You can also reduce the volume of the user in their avatar settings. See Verse Features for more information.

Poor Performance in a Verse on a Powerful Computer​

If you experience poor performance despite using a powerful computer:

  • Enable Hardware Acceleration: Check your browser settings to ensure hardware acceleration is enabled.

  • Discrete GPU Usage: On laptops with discrete GPUs, confirm that the browser is using the dedicated graphics card.

"Unable to Connect" Error​

This error is often caused by a firewall. To resolve this:

  • Ensure your computer can connect to external ports 80 and 443 via TLS.

  • Open ports 51610–65535 on UDP and TCP for the Metaverse in your router’s firewall.

  • For self-hosted versions of the Metaverse, also open ports 49152–60999 on UDP and TCP, and port 19302 on both protocols.

Blank Landing Page​

If the landing page is blank:

  • Avoid using Internet Explorer; try another browser.

  • Clear your browser’s cache and cookies for the page.

Mic Not Working​

If your mic isn’t picking up sound:

  • Ensure the mic is properly connected.

  • Confirm that the correct mic is selected in browser permissions (left of the address bar).

  • Check your computer’s privacy and security settings for mic permissions.

  • Try another browser (Firefox and Chrome work best, but Edge and desktop Safari are also supported).

For distorted sound, avoid using Bluetooth headset mics, as they may not perform well with browser-based tools.

Screen Sharing or Webcam Not Working​

If you encounter issues:

  • Ensure peripherals (e.g., webcam) are connected.

  • Verify browser permissions for screen sharing or webcam access (on the left of the address bar).

  • Check your computer’s privacy and security settings.

  • Try using a different browser.

Objects Disappear After Leaving the Verse​

Objects you create in a Verse disappear when you leave to prevent clutter. To make an object persist:

  1. Open the object’s controls (hover and press Space Bar on desktop).

  2. Select Pin to keep the object in the Verse until unpinned or deleted.

If an object loads as a broken link:

  • Ensure the file format is supported.

  • Check that the file size is under 150MB.

Disappearing Drawing Lines​

The pen tool has a limit on the number of lines it can draw. When the limit is reached, older lines start disappearing. To prevent this:

  1. Open the object menu for your drawing.

  2. Click Create (cube icon) to turn your drawing into an object and reset the line count.

Images aren't displaying​

Images Aren’t Displaying

Older systems may struggle to render 2D objects. Try reloading the page with this flag appended to the URL: ?disablebatching. For example:

https://metaverse.io/sgKNM3h/smart-magnificent-gala?disablebatching

YouTube Not Working​

YouTube videos don't work reliably in the Metaverse. We recommend trying Vimeo or saving your video to Dropbox and streaming from there.

Other People in the Verse are Drawing, Controlling Videos, Moving Objects, etc​

If you are the Verse moderator you can turn these on/off by going to Verse Settings in the dropdown menu.

Can’t Access the Text Chat & Settings on Quest​

To access the text chat box and settings on Quest:

  1. Exit VR mode.

  2. Press the home button on your controller and "quit" VR.

Capacity Issues: 'Look Around' Button​

Verses support up to 25 participants by default. Additional users are placed in a lobby (Look Around option), where they can watch, hear, and interact via text chat but don’t appear as avatars or have mic access.

For larger events:

  • Split users into smaller groups across multiple Verses.

  • Consider live-streaming the event.

Flying Issues​

To enable flying:

  • Type /fly in the text chat box, or press G on desktop, or press down on the joystick in Quest.

  • Make sure flying is enabled in the settings of the Verse. Need help with something else?