Quick Troubleshooting

Are you having problems with dropped calls, pixelation, frozen video, lost audio, or participants unable to join a session? There are a few important steps you should take before moving forward:

1

Make sure you are using the latest version of Talonview®

If you or another participant are attempting to access or launch a session on a smart phone or tablet, make sure the most updated version of the Talonview app is downloaded to that device. Check to see if you have the latest version of Talonview or TalonviewPro by searching for the app in the Google Play Store, or iTunes App store, and checking if an update is available. Update the application if an update is available. It is also important to keep your device's software up to date for the best application performance.
2

Check your connection quality

If you are experiencing poor video quality, pixelated video, freezing, or dropped calls, on any of our Talonview products, it might be your connection (or the connection of someone else in the session). Users should run a speed test across all devices before every Talonview® session. The most common cause for issue is poor connection.
3

Are the application permissions set correctly?

If you or another participant is having issues with joining a session, communicating with audio and video, or you are having issues capturing content, there is most likely an incorrect setting on your device. In order for any Talonview® product to function properly, the platform must be able to access certain controls on your device. Be sure to allow Talonview® to access to your devices' camera, microphone, location, and data. You can do this by adjusting the settings of your Google Chrome browser, or on your tablet or smartphone. Read more about best practices for each of our Talonview products on their corresponding support pages.

Live VQA Troubleshooting

Why is my video pixelated?

If you are experiencing freezing, pixelation, or poor video quality, it is most likely the result of poor connection. Poor connection is the number one cause of platform performance issues, and it is why we recommend that ALL participants run a speed test before each and every live Talonview® session. While the recommended upload and download speed for Talonview® is a minimum of 4MBPS, this does not always guarantee quality connection, and it is still highly likely your video quality is being affected by your connection (for more information on connectivity please read Understading Connectivity). However, there are a few other factors to consider when addressing issues with video.

Run A Speed Test

Sometimes clearing your cache in Google Chrome can improve your video quality. You can do this by going to your Chrome menu Bar. Select Chrome > Clear Browsing Data. Check the boxes next to what you are able to clear (for example if you don’t want to clear your saved passwords, do not check that box) and hit the “clear browsing data” button in the bottom right hand corner. Then refresh your session by closing out of your chrome browser completely.

Turn Off Background Apps

It’s always a good practice to close out of unnecessary background applications when running a Talonview® session. Phone users should close out of all other apps so Talonview® is the only thing running. Similarly desktop users should shut down any unnecessary browser windows or desktop applications. This practice helps free more bandwidth for the Talonview® platform and can improve video quality.

Clear Your Cache

Sometimes clearing your cache in Google Chrome can improve your video quality. You can do this by going to your Chrome menu Bar. Select Chrome > Clear Browsing Data. Check the boxes next to what you are able to clear (for example if you don’t want to clear your saved passwords, do not check that box) and hit the “clear browsing data” button in the bottom right hand corner. Then refresh your session by closing out of your chrome browser completely.

Always Update

Make sure you are always using the most updated version of the Talonview®. Operating off an older version can lower video quality and even keep users from joining the session. In addition, it also important for hosts and desktop participants to have the most updated versions of Google Chrome.

I'm unable to take photos or my photos are not saving to the gallery.

All photos captured during a live Talonview® session are geotagged, and therefore will not will not work properly without location services. If you are trying to take photos during a live session utilizing the remote control of a participant’s phone, first be sure their location services are turned on. Next be sure the Talonview® app has been allowed specific permission to access the phone’s location.

Turning on Locations for Android

> Open “Apps”

> Go to setting by clicking the gear icon

> Select the “Location” option

> Move location slider to ON

> A pop up message might appear after you’ve done this. Select Agree

Turning on Locations for iOS

> Open “Settings”

> Select “Privacy”

> Select the “Location Services” menu

> Scroll and select the Talonview App by clicking the yellow talon icon

> Below “Allow Location Services” check “while using this app”

In addition to turning on location services, it is also important that the Talonview® app is allowed other phone permissions in order to run a proper session. The Talonview® app requires to access the phone’s camera, location, microphone, and data. Without the appropriate permissions, the platform will not function properly and users will have a difficult time capturing and storing content. For more information on the required settings for your device, please see the best practices section below.

Field Member can't join session.

When your field member is having trouble connecting to the session there could be a number of reasons why.

  • The phone/email invite was typed wrong. Please double check spelling.
  • Connectivity may be too low. Please run a speed test to verify.
  • Make sure the session is being hosted on a reliable network.
  • Confirm the field member has the most up to date version of their operating system.
  • Confirm the field member has the most up to date version of Talonview.
  • Sometimes a field member can delete the original invite and when they receive the second invite it can cause problem. You may need to start a new session if this happens.
  • Confirm, that the field member’s phone permission are allowing the Talonview application full access.

I have no audio from anyone in my session.

There are a few things that could cause audio issues during a live VQA whether it’s complete a loss of audio, difficulty communicating with specific participants. Here are a few things to check when diagnosing audio problems.

1. Make sure the microphone is turned on. Members of a session can turn their microphones on and off by pressing the microphone icon located at the top of the screen (as pictured below). If you are unable to communicate with a phone participant using a bluetooth device, confirm that the bluetooth device is charged and properly synched to the phone they are using to access the live session.

 

 

2. Confirm that all phones and computers have been granted the appropriate permissions. Talonview® requires access to a device’s microphone, camera, data usage, and location in order to function properly. You can check whether or not your device has the appropriate permissions by going to your settings. For more information on how to check your device settings, please see the Best Practices section.

There are a few things that could be wrong when you have no audio from any other members in your session. Here are a few troubleshooting problems.

  • Make sure that you are the first person into the session. If the field member or another SME try to come in before the host this can cause some audio issues.
  • Confirm that the field member gave permission to allow Talonview to use the phone’s microphone.
  • If they are trying to connect a bluetooth headphone to their phone they may be having some issues with that. Confirm that you can hear them first through the phone before trying to connect the bluetooth.

I switched presenter rights to another participant, how do I get it back?

Once you switch presenter rights away to another SME, or another computer, you will have to ask them to switch the rights back over to you, by selecting the “Switch Presenter” tab and then clicking on your image.

If you accidentally handed over presenter rights over to a Field Member, a mobile phone, then that person can not give you back the presenter capabilities. You will have to restart the session and make sure you are the first person in before the Field Member.

All I see during my recordings are a black screen.

If you see black screen during your recording but can hear the audio you more than likely accidentally recorded yourself or someone else in the session that did not have their camera turned on. Make sure that you see a red box around the person you want to record in order to prevent this.

My video has black screen in the first few seconds of my video when I play it back.

If you get a black screen in the first few seconds of your video your bandwidth may have been really low during that time of recording. Typically during a recording the mobile device is trying to connect to the server and in those first few seconds, if there is a bad connection, there could be some black screen due to not being able to send the video. If you get a red banner above your field member’s video that states he/she has low bandwidth, please make sure to review your videos after each recording to confirm that nothing is missing.

Media Share Troubleshooting

What is Talonview Media Share?

Media share is a new way to upload content to your SME’s session from a non-live environment. This is ideal if your SME is backed up on content to review or if you are in a area where you internet connection is too low for a live VQA.

How do I download Talonview for Media Share?

Download the Talonview app in either the Android Play Store or the Apple App Store. Media Share is a internal component to our Talonview app and will be ready to use once download is complete.

How do I join a Media Share Session?

In order to join a media share session you will first need to be invited by your SME either via text message or by email. Once invited please follow the link in the text/email to continue on to media share.

What is Tasks inside Media Share?

Tasks are the SME’s checklist. These are great to review what the work order is for that sight, as well as helping your SME with bookmarking each photo and video with each checklist item.

Why do I keep on getting a pop up window about a live session?

If you are receiving a pop up inside the Talonview app asking if you would like to go Live in the session that means that the session owner, or SME, has taken the call live. If the session is live you are not able to use media share. Please contact your SME, to make sure they put the session to non-live.

Why can I not communicate to anyone inside the Media Share Session?

When you are inside media Share this means that you are NOT in a live environment. You have been given access to upload video and photos to a session while the session is offline.The only way to communicate with the host or others inside the session it to use the Chat feature.

Where do all the videos and photos I captured get stored?

Content captured during a live Talonview® session utilizes cloud-based storage, and does not take up space on a user’s device until content is exported/downloaded by said user. When uploading content to a session through media share, users have 2 options. The first is to take photos or videos through the Talonview® app which uses solely cloud-based storage. The second option is to go through the phone’s native camera app, and then upload in media share. This second option does use storage on the phone. Read more about the two options below to analyze which method is best for you.

1. Capture content inside Talonview® App

With this option you are capturing and uploading content as you go. It does not take up storage on your device. First, open the invitation that takes you to the Talonview app. Next click Media to access the media share function. From here you have the option to select the photo icon to capture a photo, or the video icon to record a video. Capturing content this way utilizes our cloud based storage system. Content is uploaded to the Talonview session, and is NOT saved to your phone

2. Capture, then Upload

This option allows you to upload content stored on your phone’s native camera roll/gallery. First, capture the content you need through your phone’s native camera app. Next, open your invitation and enter the Talonview App. Open the media tab to access media share and select the icon that looks like a gallery. This will access photos and videos stored on your device. You can then select what content you will like to upload to the session. This method does use storage on your phone.

How long should my videos for Media Share be?

You really want to make sure that your videos are right at or a less than 1 minute in length. This creates smaller video file sizes, which will yield a better success rate than if the videos were longer. The smaller file sizes also help with the time it takes to upload them, the smaller the file sizes, the faster the upload.

My videos won't upload.

If you videos won’t upload via media share, there may be a few things wrong.

  • Check your speeds. Even though you aren’t in a Live VQA you will still need good speeds in order to upload videos to your SME’s session. If your speeds are too low, you can always capture your videos on your phone and then upload them over wifi at another time.
  • Make sure that your Location Services is turned on.
  • Make sure that your videos are being shot in 720p or 1280×720. This will create smaller file sizes and make for faster uploads.
  • Make sure you videos are no longer than 1 minute. Video files that are over a minute long are very large. These large files will make it harder to upload, especially if you are in an area with poor connection.

My photos won't upload.

If you photos won’t upload via media share, there may be a few things wrong.

  • Check your speeds. Even though you aren’t in a Live VQA you will still need good speeds in order to upload videos to your SME’s session. If your speeds are too low, you can always capture your photos on your phone and then upload them over wifi at another time.
  • Make sure that your Location Services is turned on.

Does Talonview Media Share have access to my private photos and videos?

You will need to give permission to Talonview to access your phone’s photos and videos but it is up to your on what you want to upload to the session.

Does my internet speed matter for Media Share sessions?

You will need to give permission to Talonview to access your phone’s photos and videos but it is up to your on what you want to upload to the session.

As a field member can I change the checklist items in the task?

No. The only person who can change the Task is the SME.