Troubleshooting
Error codes when entering a job
When the app cannot enter a job, its message usually ends with a code, such as "(Error: D9)". Quote the code if you contact support.
| Code | Message | What to do |
|---|---|---|
| D1 | "User is already entering this job on another device." | Finish or cancel on the other device |
| D2, C3 | "Failed to enter. User already entered." | You may still count as in the job from a moment ago. Wait a minute and try again |
| D7 | "Maximum AR users reached at the selected location." | Only one person can be in AR at each location. Enter in VR, or choose another location |
| D9 | "A HyperNote is currently being recorded. Please try again later." | Wait for the recording to finish |
| D10 | "A HyperNote is currently being played. Please try again later." | Wait for playback to finish |
| D12 | "Mesh scanning is currently in progress. Please try again later." | Wait for the scan to finish |
| D13 | "Photo capturing is currently in progress. Please try again later." | Try again in a moment |
| D14 | "Shelf spawning is currently in progress. Please try again later." | Try again in a moment |
| D15 | "Video recording is currently in progress. Please try again later." | Wait for the recording to finish |
| D17 | "Timed out while preparing the job. Please try again." | Try again |
| L10 | "Failed to find a valid location to enter." | The location may have been removed. Choose another one, or ask your Business Admin |
| S3 | "Failed to enter. Content is corrupted." | This job has a problem. Contact support; other jobs are not affected |
| B2 | "This device cannot enter." | This device is not supported |
| S2, S8, B3 | "Critical build error. Contact HyperTunnel." | Update or reinstall the app, then contact support if it continues |
| X1, X2, X3 | "Disconnected from server. Please try again." | Your connection dropped, on entry or during the job. Check your network and enter again |
| V… | "Failed to enter. Please try again." | A network or voice problem. Run Diagnose (below). V5: set your device's date and time to automatic. V1: no network. V3, V8: this network blocks HyperTunnel; try another network |
| Other codes | "Failed to enter. Please try again." | Try again. If it happens again, contact support with the code |
Some messages have no code:
- "Checked out by …": someone has taken the job for offline work. Wait until it is checked in.
- "Job is currently being processed. Please try again later": HyperTunnel is exporting, importing or duplicating the job.
- Enter is greyed out for a job you checked out while you are online: enter it offline (see Offline Mode).
Checking your connection
On the sign-in screen or the job list, open Settings (the gear) and tap Diagnose (see Lobby Settings). The result shows whether your connection is Good, Usable or Poor, and which readings are poor. If it is Poor, try another network.
Common problems
Calibration fails when entering in AR. Add light (turn on Torch Mode before entering), move slowly in all directions, and point at surfaces with detail. Or enter in VR (see Calibration).
I can't hear anyone, or they can't hear me. Check Mute Audio and Mute Microphone in the in-job Settings, and your device's volume. Voice works only online, not in a job you entered offline (see HyperCall).
I can't see someone's camera. They may have turned Cast Video off, or be offline (see Casting a Live Video Feed).
A HyperNote stays on "Pending Server Response". With several people in the job it can take up to about 30 seconds. If it takes longer, tap Cancel and try again.
A job's content won't load. Open Settings on the job list, tap Reset Cache, and enter the job again. The files download again. Do not use it while a scan or a check-in is still uploading.
The app signed me out. Sessions last 60 minutes from sign-in. Sign in again.
Contact support
HyperTunnel support. Include the error code, the app version (in Lobby Settings), your device, and what you were doing.