> ## 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 > Common HoloLens issues in Altoura Frontline — sign-in, QR anchoring, panels and content, voice, and Remote Expert — with causes and fixes. A quick problem-to-fix lookup for HoloLens users of Altoura Frontline. Each fix links to the page with full steps. ## Sign-In | 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](/frontline/hololens/get-started/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](/frontline/hololens/get-started/install-and-sign-in#method-2-single-sign-on-sso). | | 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](/frontline/hololens/get-started/install-and-sign-in#method-3-pin-pairing). | | 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](/frontline/hololens/operate/anchor-with-qr). | | 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](/frontline/procedures/operator/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](/frontline/hololens/reference/panels-and-side-menu#procedure-side-menu-in-procedure). | | 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](/frontline/hololens/operate/follow-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](/frontline/hololens/author/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](/frontline/hololens/operate/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](/frontline/hololens/author/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](/frontline/procedures/operator/3d-model-behavior). | | 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](/frontline/procedures/operator/3d-model-behavior). | | 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](/frontline/hololens/operate/follow-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](/frontline/hololens/reference/voice-commands). | | "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](/frontline/remote-expert/verify-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](/frontline/remote-expert/join-meeting). |