I can’t see the tour

Our system is browser based rather than download, meaning we have concentrated our efforts on the most popular browsers. As such we cannot guarantee that older or unsupported browsers will be able to open or operate an Openhouse tour.

If you are clicking on a link and an unsupported browser is being used to open it (such as Internet Explorer if using a PC or Samsung Internet if using a Samsung phone) the tour may not open or operate. If this is the case we advise pasting the link into one of the browsers below. 

WINDOWS:  CHROME, FIREFOX, EDGE (CHROMIUM VERSION ONLY)

ANDROID:  CHROME

MAC OS:  SAFARI, CHROME

iOS (iPHONE / iPAD):  SAFARI

Due to the memory demands of streaming live video whilst simultaneously manipulating 3D tours, we cannot guarantee that older devices will work in all cases. If your computer or device is not working please try on a newer device. 

My video box is black

Ensure the camera icon is Green

You may be using an incorrect browser, if so see point above. 

You may be using your camera on another application, such as Zoom, Facebook, Whatsapp or any other program that has access to your camera. Please check this and close any applications that could be using and refresh the window.

Your camera may be disabled globally. Please check computer settings

You may have denied access to the camera when first opening the tour. In desktop browsers you can right click the lock icon in the URL bar and enable the devices. In other cases, you may need to close the browser completely and reopen. If this does not resolve the issue you can try and clear the history from your  device for the past hour and try again. 

If none of these work you can try and open the tour in a private or incognito window. 

Your camera may be faulty. 

I can’t hear anyone

Make sure your volume is turned up

You may be using an unsupported browser. See Point 1

The other participants may have their microphone turned off. The microphone icon needs to be Green to be active. 

Try refreshing the page

People can’t hear me

Ensure the microphone icon is Green

You may be using an incorrect browser, if so see point 1. 

You may be using your microphone on another application, such as Zoom, Facebook, Whatsapp or any other program that has access to your mic. Please check this and close any applications that could be using and refresh the window.

Your microphone may be disabled globally. Please check computer settings

You may have denied access to the microphone when first opening the tour. In desktop browsers you can right click the lock icon in the URL bar and enable the devices. In other cases, you may need to close the browser completely and reopen. If this does not resolve the issue you can try and clear the history from your  device for the past hour and try again. 

If none of these work you can try and open the tour in a private or incognito window. 

I can’t see anyone

You may be using an unsupported browser. See Point 1

The other participants may have their camrea turned off. The camera icon needs to be Green to be active. 

Try refreshing the page

People can’t see my video

 Ensure the camera icon is Green

You may be using an incorrect browser, if so see point above. 

You may be using your camera on another application, such as Zoom, Facebook, Whatsapp or any other program that has access to your camera. Please check this and close any applications that could be using and refresh the window.

Your camera may be disabled globally. Please check computer settings

You may have denied access to the camera when first opening the tour. In desktop browsers you can right click the lock icon in the URL bar and enable the devices. In other cases, you may need to close the browser completely and reopen. If this does not resolve the issue you can try and clear the history from your  device for the past hour and try again. 

If none of these work you can try and open the tour in a private or incognito window. 

Your camera may be faulty, please check this is working OK on another application. 

People can’t see me moving through the tur

You may be using an unsupported browser. See Point 1

People can’t see me using the measuring tool

The measuring tool is an overlay that only appears on your screen, and as such other users will not be able to see you using this. 

The highlight reel is missing

The highlight reel and guided tour buttons are only available for the host of a meeting (or guest who is logged in to the system). If the host joins on smaller screens this is disabled in order to ensure adequate space on the screen for video.

I can’t log in

The purchase of an Openhouse licence gives one account holder the ability to schedule live meetings, add audio into tours, and set up the Faebook Messenger facility. If someone else uses the same log in credentials whilst another user is logged in, the initial user will be logged. 

If you require more than one person to be logged in at the same time you will need to buy a second license. 

Ensure you are attempting to log in to https://openhouse.boost3d.net and not https://boost3d.net 

My company computer or corporate network is not showing tours properly

This could be due to a number of configuration issues on your corporate network such as firewalls or VPN setup. Contact your sales representative with the details of your IT department and we will liaise with them to rectify.

The banner across the middle says ‘waiting for your host to join’

You may have logged out of the platform, meaning it does not recognise a host being in the room. Simply open a new window, log in then click on your link or in the meetings panel at the bottom of the Openhouse Live tab. 

People logging in to Openhouse are showing as me

This has been reported during testing, Openouse sets a cookie so that guests don’t have to set their name each time they have a meeting. It is likely that the guest you are testing with is using a device that you have used previously and this cookie is still set. Ask the guest to either delete cookies and refresh the browser or close the window and open an incognito window.

Mattertag videos are not working

The Boost3d system can initiate a tag on the remote users screen, it cannot deliver remote interaction with the external content contained in a tag. Where you want a user to watch media delivered in a Mattertag, accompany the user to the tag and ask them to start the video. Once the user has watched the video, resume the tour as normal.

If you cannot find an answer to your issue above please email [email protected]