AccuCampus : How do I Troubleshoot common issues with virtual sessions?
Introduction
For a virtual session walk-in or virtual appointment to happen correctly, AccuCampus must be configured properly. There are 3 possible problems Users could encounter if there is missing data or an improper configuration. This article explains how to fix these problems if they're occurring.
Step-by-Step
Pre-requirements: Some of the actions explained here require Administrative Permissions. Contact an Administrator for help if needed.
Problem 1: There is no Virtual Sign-In option in the appointment More Actions menu.
In the Appointment list, clicking on the "More Actions" menu reveals there is no option for a Virtual Sign-in.
The option is highlighted in this screenshot here for reference.
Possible Solution
Go to General > Services and search for the "online" Service that the appointment is using. Then click on the Service and go to the Virtual Sign section. Confirm that this highlighted option is enabled.
Problem 2: When clicking on the Virtual Sign-In Link at the time of a virtual appointment, either nothing happens or the user gets sent to an unknown webpage.
In the Appointment list, there is a Virtual Sign-In option. This option triggers a redirection to the streaming platform where the session will take place. However, sometimes the link does not work, and/or the user gets sent to an unknown website, other than the intended streaming platform.
Possible Solution
Go to General > Users, and search for the Tutor who is in charge of that appointment. Click on this Tutor's User Information and make sure that everything is complete and valid
Problem 3: When clicking on a Virtual Walk-In Link, either nothing happens or the user gets sent to an unknown webpage.
When a user clicks on a Virtual Walk-In Link, (also knows as the Virtual Kiosk) it should trigger a redirection to the streaming platform where the session will take place. However, sometimes the link doesn't work, and/or the User is sent to an unknown website.
Possible Solution
Go to Center Visits > Sign-in Stations.
Click on the Sign-In Station used to create the Virtual Sign-In Link, then click on More Actions > Virtual Sign-in Links.
Click on the Virtual Link
Check the highlighted option in the screenshot below. If that option is enabled, go to Problem 2 and try the solution described there. If the option is not enabled, make sure that the URL set on the Session URL field is correct.
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