> ## Documentation Index
> Fetch the complete documentation index at: https://docs.altoura.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Troubleshooting

> Fixes for common problems with login, loading, controls and Trainings in the Trainee Client on Meta Quest and HTC Vive.

## Login

<AccordionGroup>
  <Accordion title="I see an error when I log in">
    Check the message against the [Login messages](/creator-studio/trainee-client/login#login-messages) table. Most messages mean a field is empty or mistyped, or the headset isn't connected to the internet.
  </Accordion>

  <Accordion title="The Pair Device PIN timed out">
    The headset shows "The generated PIN timed out." Tap **Regenerate PIN** and enter the new PIN before the displayed countdown ends. See [Login](/creator-studio/trainee-client/login#if-the-pin-times-out).
  </Accordion>

  <Accordion title="I'm back at the login screen after starting the app offline">
    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.
  </Accordion>

  <Accordion title="The browser says 'Invalid code'">
    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.
  </Accordion>

  <Accordion title="I paired from a Training but it didn't open on the headset">
    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.
  </Accordion>
</AccordionGroup>

## Loading a Training

<AccordionGroup>
  <Accordion title="I see 'Failed to load training. Please try again.'">
    The Training was downloaded but couldn't be opened. Try again. If it keeps happening, tell your training creator or administrator.
  </Accordion>

  <Accordion title="I tapped a Training and went back to the list with no message">
    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.
  </Accordion>

  <Accordion title="Altoura Cloud shows 'Not Connected'">
    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.
  </Accordion>

  <Accordion title="A Training started from the beginning instead of resuming">
    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](/creator-studio/trainee-client/progress-completion#resuming-a-training).
  </Accordion>
</AccordionGroup>

## During a Training

<AccordionGroup>
  <Accordion title="The Toolbelt menu doesn't open">
    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](/creator-studio/trainee-client/toolbelt).
  </Accordion>

  <Accordion title="The Next button doesn't appear">
    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](/creator-studio/trainee-client/training-interface#pressing-next-and-back).
  </Accordion>

  <Accordion title="I can't teleport">
    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](/creator-studio/trainee-client/self-teleport) and [Disable Self Teleport](/creator-studio/trainee-client/disable-self-teleport).
  </Accordion>

  <Accordion title="The ray disappears when I point at an object">
    The Training has turned the ray off, so you have to touch the object directly. See [Disabling the Ray](/creator-studio/trainee-client/disabling-ray). If the ray is still off after you restart the Training or open another one, quit and start the app again.
  </Accordion>

  <Accordion title="The Training paused with a red tint around my view">
    You touched a hazard, ran out of time, or moved too fast. See [Pause Colliders](/creator-studio/trainee-client/pause-colliders), [Time Limit](/creator-studio/trainee-client/time-limit) and [Speed Tracking](/creator-studio/trainee-client/speed-tracking).
  </Accordion>

  <Accordion title="The scene is in the wrong place, or inside a wall">
    Use **Adjust Anchor** to move the scene, or **Reset Anchor** to put it back where it started. See [Adjust Anchor](/creator-studio/trainee-client/adjust-anchor).
  </Accordion>

  <Accordion title="I can't hear the narration">
    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.
  </Accordion>
</AccordionGroup>

## HTC Vive

<AccordionGroup>
  <Accordion title="The headset or controllers aren't tracked">
    Open SteamVR on the PC and check that the base stations, headset and controllers are all tracked. See [Installation](/creator-studio/trainee-client/vive/installation).
  </Accordion>

  <Accordion title="A web page opened but I can't see it">
    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.
  </Accordion>
</AccordionGroup>

## Still Having Issues?

Contact **[support@altoura.com](mailto:support@altoura.com)** with the exact message you see, your headset model, and the app version shown on the Toolbelt menu.


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