Troubleshooting
8 questions
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You can connect to WorkAdventure, move your character, but when you get close to another user, you cannot speak with him/her? Or you cannot speak or hear people in a Jitsi room?
All these problems can occur when we cannot establish a video / audio connection. In technical jargon, we call those “WebRTC” connections. WebRTC connections can fail due to a wide number of issues but most of the time, this is due to a network that is too restricted because of firewalls or other protections installed by the network administrator.
Direct your network administrator to the Preparing your network page to help him adapt the settings of the network to WorkAdventure.
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If your company firewall is configured to block outgoing video calls (in particular outgoing UDP traffic), you will have to ask your network administrator to modify the configuration to allow WorkAdventure streams through.
The firewall configuration is detailed in the “preparing your network” article.
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Because of the nature of the server infrastructure of virtual private network (VPN), WorkAdventure is unable to properly function on some kinds of VPNs, campus networks, or corporate networks. If you’re in such a situation, you can try:
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disabling your VPN,
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asking your network administrator to unblock WorkAdventure,
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contact us and talk with our network expert.
To unblock WorkAdventure on a personal or corporate firewall, please read the “preparing your network” article.
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If your microphone changes every time you join your virtual office, the issue usually comes from the browser or the system automatically selecting another available audio device.
On Mac, this often happens when the iPhone is detected as an external microphone. Chrome may then treat it as the default device and use it instead of the Mac’s built-in microphone.
To fix this, open Chrome and go to Settings, Privacy and security, Site settings, then Microphone. In this section, explicitly select your Mac’s internal microphone, such as Internal Microphone or MacBook Microphone.
It is also recommended to check the setting on the macOS side by going to System Settings, then Sound, then Input. The built-in microphone should also be set as the main input source.
If the wrong microphone is still being used, completely quit Chrome, restart the browser, then reconnect to your virtual office. This often helps reset the audio device detection.
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This behavior is usually related to the Apple ecosystem. When an iPhone is close to the Mac and recognized as an available device, it may appear in Chrome as a usable audio source. The browser may then select it automatically, even if it is not the desired device.
In this case, you should check both Chrome settings and Mac settings. You can also choose to set your default microphone directly in WorkAdventure. It will be activated whenever available for each of your sessions. To do this, go to the microphone settings, click the chevron, and set your default microphone.
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If the selected camera is not always the right one when you join your virtual office, Chrome is probably detecting several available cameras and automatically choosing the one it considers to be the priority device.
This can happen on Mac when the iPhone is offered as a camera in addition to the computer’s built-in camera. The browser may then use the wrong video source when a session starts.
To fix this, open Chrome and go to Settings, Privacy and security, Site settings, then Camera. Then select your Mac’s built-in camera as the default camera.
Once this change has been made, it is best to completely close the tab or the browser, then reconnect to your virtual office.
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When multiple video devices are available, Chrome may reuse the last device used or automatically select a new one. This behavior can vary from one session to another, especially if an iPhone, an external webcam, or a monitor with a built-in camera is detected.
The best solution is to explicitly select the correct camera in Chrome settings and check the site-specific permissions as well. To do this, click the icon to the left of your virtual office URL and make sure camera access is allowed.
You can also choose to set your default camera directly in WorkAdventure. It will be activated whenever available for each of your sessions. To do this, go to the camera settings, click the chevron, and set your default camera.
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If WorkAdventure drops after a few minutes in a background tab, your browser has most likely deactivated the tab to reclaim memory. Chrome calls this Memory Saver, Microsoft Edge calls it sleeping tabs. A deactivated tab keeps its title and its favicon, but it is no longer running: the connection to your virtual space is closed, and the page reloads from scratch the next time you click it.
Both browsers let you exempt the sites that need to keep running, and WorkAdventure is one of them.
Google Chrome
- Open Settings ▸ Performance.
- To the right of Always keep these sites active, select Add.
- Choose your WorkAdventure tab from the list of open tabs, or enter the address of your space (play.workadventu.re, or your own domain if you use a custom domain name or host WorkAdventure yourself), and select Add..
A site on that list is never deactivated, whichever Memory Saver mode is selected. If your team runs Chrome on Maximum memory savings (Settings ▸ Performance), tabs become inactive after a much shorter time than on the default setting, so that is worth checking at the same time.
Chrome also never deactivates a pinned tab or Progressive Web Apps (PWA). Right-clicking the tab and choosing Pin, or installing the PWA is the quickest fix for one person, and it needs no trip to the settings.
Microsoft Edge
- Open Settings ▸ System and performance ▸ Performance.
- Under Always keep these sites active, select Add site.
- Enter the address of your space and select Add.
If it still disconnects
Neither browser deactivates a tab that is playing audio or video, sharing a screen, or in a call, so tab sleeping only affects people who leave their avatar on the map without being in a conversation. If you are disconnected while you are in a bubble or a meeting room, something else is going on: it is worth checking your network and firewall. Testing from another network (for instance using your 4G/5G phone as a hotspot) can help identify whether the problem is your network or your computer.
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