Troubleshooting - Altoura Creator Documentation

A quick problem-to-fix lookup for HoloLens users of Altoura Frontline. Each fix links to the page with full steps.

Problem	Likely cause	Fix
Invalid credentials	Wrong email or password for your Altoura account	Verify the email and password associated with your account. See Install and Sign In.
Account locked	Repeated failed sign-in attempts	Contact your IT administrator to unlock the account.
SSO redirect not working	The HoloLens cannot reach the internet or your organization’s Identity Provider	Ensure the HoloLens has internet access and can reach your IdP. See Install & Sign In.
IdP login fails	The issue is on the Identity Provider side, not Altoura	Verify your credentials with your organization’s IT team.
MFA verification fails	Authenticator app or phone not accessible	Ensure your authenticator app or phone is available for multi-factor verification.
PIN pairing code expired	The 6-digit code is time-limited (typically a couple of minutes)	Go back on the HoloLens and generate a new code. See Install & Sign In.
Pair Device dialog not opening on the Portal	Not signed in to the Procedure Portal, or no internet access	Sign in to the Portal, then reopen the profile dropdown and select Pair Device again.
Pairing code not accepted	Code entered incorrectly	Re-enter the 6-digit code exactly as displayed on the HoloLens.

QR Anchoring and Placement

Problem	Likely cause	Fix
QR code not detected	Code not aligned inside the scanning frame, or device not steady	Hold the device so the QR code sits inside the bracketed frame and keep it steady until detected. See Anchor with a QR Code.
Blue outline not aligned after detection	The anchor was detected at the wrong position, or the wrong QR code was scanned	Select Rescan on the Anchor found panel (or below the QR frame), then realign and Confirm. See QR Scan Flow.
Content appears in the wrong position mid-procedure	The QR anchor was confirmed while misaligned	Raise your palm to open the side menu and select Rescan; the procedure reloads relative to the updated anchor. See Panels and Side Menus.
Panels are behind you or out of reach	You have moved away from where the panels were placed	Open the palm side menu and select Reposition Panels to bring all active panels in front of your current view, or say “Follow me”. See Follow the Steps.

Panels, Media, and 3D Models

Problem	Likely cause	Fix
Media panel does not appear on a step	No image or video was attached to that step in the web editor	Expected behaviour — the Media panel only appears when the step has media. Authors: see Add 3D Models and Media.
3D Model panel not visible (Operator)	The 3D Model panel is only shown in Author mode	Expected behaviour — authored models still appear in the scene at their saved positions. See Work with 3D Models and Media.
3D Model panel tiles are empty	No models were attached to the current step in the web editor	Attach models to the step in the web editor. See Add 3D Models and Media.
Model cannot be grabbed or moved (Operator)	The author disabled Interactable for that model	Expected behaviour — the model is a fixed visual reference. See 3D Model Behavior in Operator Mode.
Model was moved and you want it back at its original spot	Interactable model repositioned during the session	Use the model’s reset control to return it to its authored position; if Ghost is enabled, the shadow marks the original placement. See 3D Model Behavior in Operator Mode.
Model or content from another step is missing	Only content attached to the active step is shown	Expected behaviour — navigate to the step the content belongs to. See Follow the Steps.

Voice Commands

Problem	Likely cause	Fix
”Say ‘select’” tooltip does not appear	The ray or head-gaze is not fully on the control	Adjust your hand or gaze slightly until the tooltip becomes visible. See the Voice Command Reference.
”Select” does nothing on the Next / Previous arrows	By design — these are the only controls that do not respond to hover + “Select”	Say “Next” or “Previous” (no hover needed), or air-tap the arrows directly.
Voice command not recognised	Noisy environment or partial phrase	Speak at a slightly slower pace using the full command phrase, or fall back to hover + “Select” or an air-tap.
Choice option label hard to trigger by voice	The label is long or ambiguous	Fall back to hover + “Select” or air-tap the option. Authors: keep choice labels short, distinct, and spoken-friendly.

Remote Expert (Microsoft Teams)

Problem	Likely cause	Fix
Altoura Remote Expert not found in the Teams app search	The app has not been deployed to your Teams tenant	Contact your IT or Teams administrator. See Configure Teams App.
Add button not available in Teams	Your organization’s app permission policies restrict adding third-party or custom apps	Ask your Teams administrator to review the app setup policies.
App was added to Teams but does not appear in calls	Adding the app to Teams does not add it to individual meetings	Add the app manually within each Remote Expert meeting session. See Join a Meeting.

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