Troubleshooting
Most Assist problems come down to three things. The network blocks the connection. A permission was never granted. Or a photo was never downloaded.
The expert cannot join
The room code is rejected. The room locks once the fieldworker and the first expert are connected. After that the code stops working. Ask someone in the call to send you an invitation link.
The invitation link does not work. Links expire on their own, and the main expert can revoke them. Ask for a fresh one.
The room is full. A session holds one fieldworker and three experts. Someone has to leave first.
Nothing loads. Check the browser is a recent Chrome, Edge, Firefox, or Safari, and that it is not blocking camera and microphone access.
The call fails on a company network
This is almost always a firewall. Assist makes a direct connection between the two devices. A network that blocks that traffic stops the call forming, even though both sides look fine.
Ask IT to allow the ports in network requirements. UDP 3478 for the direct path. HTTPS on 443 as the fallback when UDP is blocked.
If the call connects but quality is poor, the traffic is probably being relayed instead of going direct. That still works, and it is still encrypted, but it adds a hop. Opening UDP 3478 usually fixes it.
Video is blurry or small text is unreadable
Assist sets the quality from the live connection. A soft picture usually means the connection is genuinely poor, not that a setting is wrong. There is no manual quality option to change.
- Open the quality detail view during the call to see what the connection is doing
- Watch the signal bars, which follow the live uplink
- Move the fieldworker to better coverage, or put them on Wi-Fi
Audio problems
The expert's voice cuts out when the fieldworker moves. Switching between 5G and Wi-Fi used to drop the expert's audio. This is fixed. Update the app.
Nobody can hear the fieldworker in a noisy place. Pair a Bluetooth headset with the phone. Note that your voice still goes out through the glasses microphone. The headset only changes what you hear.
No audio at all. Check the browser and the app both have microphone permission, and that the microphone is not muted by voice command.
Photos are missing after the call
They are gone, and they cannot be brought back. Photos only exist while the call runs. They are deleted from both devices when it ends. Iristick never holds a copy.
Download photos while you are still on the call. See zero storage.
The glasses show nothing, or video is the wrong size
- Check the glasses are connected and the pocket unit has power. See start the device
- Check phone compatibility if the glasses have never worked with this phone
- Video at the wrong size when the glasses are disconnected is fixed in current versions. Update the app.
For hardware faults, including what the pocket unit LED colours mean, see general troubleshooting.
Still stuck?
Contact support@iristick.com. Include the room name, roughly when the call was, and which network the fieldworker was on. That narrows it down fast.