Support

FAQ


General

In this FAQ we have gathered useful information for users, administrators and buyers.  The FAQ is devided into: General, Enterprise Edition and Business Edition

XMReality Remote Guidance™ is a communication tool that lets you see through someone else’s eyes and guide them with your own hands – as if you were there. Remote Guidance™ is built on AR technology to provide our unique hands overlay guidance and includes several features that allows you to interact easier with your counterpart, such as; pointer, drawings, screen sharing, etc. Read more about features here: https://xmreality.com/our-product/

You can call anyone! You can easily connect to people within and outside of your organization even if they do not have our app installed. First, send them a “Call Link” and immediately begin your Remote Guidance session over a mobile devices web browser, without the need for the other person to download or install anything! If you would like to call someone from outside of your organization that you know have an XMReality account, you can add them as a contact in your contact list.

A ‘Call Link’ allows anyone who clicks on it to start a Remote Guidance call with you. You can send this link through different channels such as SMS, Email or Teams for example.  The recipient does not need to have an account, they don’t need to install anything, nor do they have to enter any information to start the call. In other words, all they need is to open the link on a modern mobile device web browser. When they then tap the ‘Call Link’ they will be asked to allow access to the camera and microphone. Once that’s done, they just tap the call button and your device will ring. Finally, at the moment you accept the call, their camera will be streamed to your screen and you can start guiding them.

Yes. The web clients and applications is currently available in the several languages, and you can read more about languages supported and how it works here. The language will adopt depending on the users setting on their mobile device or desktop.

Technical

XMReality is a software-as-a-service (SaaS) product, which means that you can start using it immediately after purchase. XMReality runs in a highly reliable and secure cloud to ensure that the service is always available and no one else can eardrop on you or your calls. 

Yes, XMReality provides federated login and SSO authentication for users and admins. Let us know if you want to know more! 

XMReality provides best business impact when integrated well with your tech stack. XMReality provides robust APIs, and all Enterprise customers get access to our API’s. In addition, you can also request a custom integration with your specific tools and applications. Firstly, we will need more information as to the expected user and data behaviors in order to design and build the optimal user experience.

XMReality Remote guidance can be used as long as you have a network connection. This means that the software will automatically scale parameters such as resolution, frame rate and degree of compression up and down based on the estimated network conditions.

XMReality is a European company, based in Sweden. Companies that use the software Remote guidance have complete ownership and control over all data and content published with the software. We are compliant to the GDPR regulation that came into effect on May 1st, 2018 for all European Companies.

Enterprise Edition includes all features and support all hardware whilst Business Edition is a simpler solution. The payment methods options are also different. Please read more about ther differences here: https://xmreality.com/pricing/

XMReality product tiers supports different devices, please find a comparison below:

Supported devices Business Edition Enterprise
Mobile app x x
Windows guide station x
Web guide station x
Pointpad compatibility x
Smartglasses compability RealWear HMT-1,
Vuzix M4000,
Zebra,
Iristick G1, H1

Enterprise edition

Below you can find all information needed regarding Remote guidance Enterprise Edition.

If your organization has an XMReality subscription, you can ask your own Domain Administrator(s) to send you an invite to create your personal User profile. Please note that in order to join an Enterprise Domain, you need to be invited and can not create your own account through our webpage.

If you are unsure who is Domain Administrator within your organization or who is responsible for XMReality in your organization, you can send an email to support@xmreality.com and we’ll try to guide you to the correct person.

User administration in an Enterprise domain can be done through the portal.xmreality.com page by Domain Administrators.
The web portal allows you for example to invite new users, disable users, manage Teams, filter and analyze statistic and much more.

Enterprise licenses are paid by invoices. If you are interested in purchasing Enterprise Edition, please reach out to sales@xmreality.com

All XMReality customers get their own Domain, but additional grouping of users can be done by going to portal.xmreality.com and using the Teams functionality.

A Team is a group of people who automatically have each other in their contact list. Each user can be in one or more teams, and it is a great way to make sure that you only get the most relevant colleagues in your contact list. Teams can also be used to get more relevant statistics, for example filter to only see how much the Germany team have been calling, or how the number of calls done by the Engineering team have changed during the summer.

You can guide your counterpart by using Hands overlay either from your mobile device or your computer.

When using Hands Overlay on your mobile device, you need to place your hand in the view of your phone’s camera and try to find a solid background that contrasts against your hand. You can tap the cogwheel icon when hands overlay is active to set whether you want to contrast against a backdrop that is either brighter or darker than your hand.

To create Hand overlay from your computer you need to connect a Pointpad (hardware device). Within the Windows client you choose “Video Setup” and then choose Camera “xxx” choose Type “Pointpad”. Calibrate the Pointpad by placing your hand 5 cm above the black surface and the press Calibrate. Thereafter you can create Hands overlay within a call.

To create a group call you do the following:

Step 0: Create a call, for example between 1 application user and 1 call link user
Step 1: In the call, go the the Options menu and press Add Participant
Step 2: Either create a Call link and send out for each user that you want to invite or choose a XMReality user  that you would like to call.
Step 3: You are now connecting another user into your group call.

Please note that you can not create a group call by sending a Call link to more than one person. Since you set the name of the participant when creating the link, every participant need their own call link.

Worth mentioning is also that every call needs to be started by a application user, and only application users can invite more participants to the call. But other than that, you can freely decide if you want to invite more participants through call links or by calling their XMReality accounts, and you can have any kind of mix of the two types in the call.

To cancel your XMReality Enterprise contract you will need to inform your commercial contact within XMReality.

Troubleshooting – what does my error message mean?

This  means that all your Seats are currently occupied and that there is no free license for you to use, or there are no Seats added to your Pool in the web portal. You need to either wait for one of your colleagues to log out or ask your Domain administrator to free up a seat for you. This can be done from the portal.xmreality.com.

This means your user account has been disabled, you need to speak with an administrator and ask them to enable your account again. This could be done by Domain administrators from the portal.xmreality.com.

The most common cause for not being able to connect a call is issues with the network. If you are using a corporate computer or network, try using  your phone as a mobile hotspot and connect to that network or your home network. This way, you can see if the issue is happening because of restrictions in your corporate network or not.

If you’re not able to figure it out, feel free to reach out to support@xmreality.com and we will help you out.

This means that your IT department doesn’t allow you to install new applications without an administrator giving approval. To solve this, you need to speak with someone from your IT department so they can install the application for you.

Smartglasses

You can log in in different ways. The easiest way is to log in to portal.xmreality.com with your account and generate a QR Login Code, which you simply scan with your smart glasses and instantly get logged in. You can also create this code from your mobile device or desktop by going to the Profile page in the menu.

Of course, you can also simply enter the credentials with the smart glasses built in keyboard.

The most common way to create calls from smart glasses is to call a contact. To do this, simply select the contact that you want to call and initiate the call.

You can also use call links for calling with smart glasses, and how this is done depends on the model of smart glasses. From Zebra and Iristick devices, you can simply send out the call link from the phone like normally.  If you are using RealWear or Vuzix, we recommend creating and sending out the call link from another device (most commonly your phone or the web portal), and then you can simply accept the call on your smart glasses.

To get started you will need to connect your Iristick smartglasses towards your mobile device. You then need to install the XMReality app but also the Iristick app. Ensure your Iristick app is running and then open your XMReality app. Log in by entering your user credentials into the XMReality application on your mobile device.

After being logged in, you can use your smartglasses just as a regular account; creating calls, chat, etc. You can also use features within the mobile application to interact with the counterpart.

Yes! From Iristick and Zebra, you can simply send out the call link from the phone as normally.

If using RealWear or Iristick, you will need to create and send out the link from another device or the web portal, since they don’t have any SIM-card or support for easily sending the link out. Once the other end clicks the link to initiate the call, you can accept the call on your smart glasses.

First and foremost, make sure the version of XMReality that you are using is optimized for usage with smart glasses. You can do this by entering the menu found in the upper right corner when logged into the application, either by clicking on the three dots or by saying “Open Menu”, then selecting “Settings” (On RealWear). In there you will find the version number of your application, probably something along the lines of 6.9.#. Double check that your version is the same as can be found on this page: https://xmreality.com/downloads/. If not, please install the correct version.

If you get an error message about needing a PAK code, that means you are running a very old version of XMReality. If you recently have installed a new version and still get that message, it means you have 2 versions of XMReality installed, so please uninstall the one that asks for the PAK code and find the newer version in the programs view.

Business Edition

Below you can find all information needed regarding Remote guidance Business Edition.

It’s easy to get started! You can create your Business Edition account on https://xmreality.com/pricing/. When creating a new account you will get a 30 days free trial. You do not need you add any credit card credentials at this point, only your email address will need be entered in the form. You will then recieve an email to verify your email adress. After your account has been verified, you will then recieve a welcome email with useful links towards the the administration portal: https://admin.xmreality.com/ and downloading pages.

Within the portal you can add more users by adding their email addresses, they will then receive invitation emails to create their own accounts.

Business Edition licenses are paid on a monthly basis by credit card via the administration portal: https://admin.xmreality.com/

You can read more about terms and conditions for Business Edition in the EULA (End user license  agreement): https://xmreality.com/legal/eula/

Business Edition licenses/users are administrated within the administration portal: https://admin.xmreality.com/
There you can for example create new users, remove users, change password for existing users.

When you are looking at some one elses video stream, you can use Hands Overlay by activating it in the Tools menu and placing your hand in the view of your phone’s camera. Make sure to find a solid background that contrasts against your hand to get the best quality. You can tap the cogwheel icon when hands overlay is active to set whether you want to contrast against a backdrop that is either brighter or darker than your hand.

Troubleshooting

The windows client is only supported if you have Enterprise Edition and is not part of Business Edition. To be able to run the Windows client on your computer, please contact sales@xmreality.com to upgrade towards Enterprise Edition.

Here you can read more about features included in Business Edition: https://xmreality.com/pricing/

Not all features are enabled within Business Edition. Please find more information here on the fetures enabled within Business Edition: https://xmreality.com/pricing/. If you are interested in updraging towards Enterprise edition,  please contact sales@xmreality.com.

Business Edition subscriptions are administrated within the administration portal: https://admin.xmreality.com/. Go to the Subscription tab to cancel your contract.

Could you not find the answer on your question?

Please reach out to support@xmreality.com or call our support at +46 (0) 13 21 11 10

For GDPR questions please email privacy@xmreality.se

You can report an issue directly from your application (either from Mobile device or Computer).

Windows

Mobile device

You could also email support@xmreality.com