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Login

Check the message against the Login messages table. Most messages mean a field is empty or mistyped, or the headset isn’t connected to the internet.
The headset shows “The generated PIN timed out.” Tap Regenerate PIN and enter the new PIN before the displayed countdown ends. See Login.
If you use SSO, the app needs an internet connection to sign you in again. Reconnect to the internet and sign in, even if you’ve already downloaded the Training.
The code was mistyped or has expired on the headset. Check the PIN on the headset and enter it again. If the headset shows a new PIN, use that one.
The headset logs in, but it only opens the Training if your account can see it in the headset’s Training list. Open it from the list, or ask your administrator for access.

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Loading a Training

The Training was downloaded but couldn’t be opened. Try again. If it keeps happening, tell your training creator or administrator.
The Training couldn’t be downloaded, usually because the headset is offline and you haven’t opened this Training before. Connect to the internet and try again.
The headset couldn’t reach Altoura in time. Check the headset’s Wi-Fi (Meta Quest) or the PC’s internet connection (HTC Vive). A slow connection can also cause it. While you’re signed in, previously downloaded Trainings can still be opened offline, but resuming a saved session needs an internet connection.
The Training may not allow resuming, you may not have got past the first step, or the Training may have been updated. It also starts from the beginning if the app can’t retrieve or resume your saved session. Check your internet connection before opening the Training. See Progress & Completion.

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During a Training

On Meta Quest, hold the menu button on the left controller for 2 seconds; the right controller doesn’t open it. With hand tracking, touch the tips of both index fingers together and wait a second or two. On HTC Vive, hold the menu button above the trackpad for 2 seconds. See Toolbelt Menu.
Wait for the step’s narration to finish. On some steps there’s no Next button; complete the interaction instead. While the Training is paused, Next is hidden. See Training Interface.
Self Teleport is available inside a Training. Release the Grip button if you’re holding it, then aim at a flat landing spot. With hand tracking, move your hand away from nearby objects and try the teleport gesture again. The Training may also have turned Self Teleport off for this part. If so, walk only if you have room, or use Reset Step to return to the Training’s last set position. See Self Teleport and Disable Self Teleport.
The Training has turned the ray off, so you have to touch the object directly. See Disabling the Ray. If the ray is still off after you restart the Training or open another one, quit and start the app again.
You touched a hazard, ran out of time, or moved too fast. See Pause Colliders, Time Limit and Speed Tracking.
Use Adjust Anchor to move the scene, or Reset Anchor to put it back where it started. See Adjust Anchor.
Check your headset’s volume. The volume slider on video panels doesn’t change the volume. If you see Step Instruction Audio in the User Profile screen, check that it’s checked.

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HTC Vive

Open SteamVR on the PC and check that the base stations, headset and controllers are all tracked. See Installation.
On HTC Vive, web pages open in the PC’s web browser. Take off the headset to read the page, then go back to the Altoura app.

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Still Having Issues?

Contact support@altoura.com with the exact message you see, your headset model, and the app version shown on the Toolbelt menu.