Mira Connect Troubleshooting

Table of contents

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1. Trying to call someone who is displaying as online, and receiving a “not available” message.

2. Some of the calling features such as screen sharing are disabling during a call, and/or I'm receiving a message that the iPhone is overheating. 

3. Seeing other users displaying on the contacts list as busy (red dot), except they are not actively in a call.

4. Able to hear incoming (or outgoing) call sound but do not see the notification

5. Calling a user who is displayed as offline but it is not confirming they are unavailable is ringing out.

6. Message sent during a call being reconnected is being lost to the receiver.

7. Logged in but cannot see another user account contact in my organization on my contact list.

8. Camera, mic, or audio isn’t working on the web suite.

9. Closing the Prism Pro app on the Headset during a call doesn't end the call.

10. The Prism Pro notification “Your device is offline” does not dismiss when the connection to the internet has re-established.

11. Users see the reports to any call they are invited to.

12. There appears to be a delay of a few minutes of users who appear to be online after they have logged off.

13. After one person in the call loses connectivity and reconnection fails, the time until the other participant is forced out of the call is inconsistent. 

1. Trying to call someone who is displaying as online, and receiving a “not available” message.

1. Make sure users on the call are logged into only one device at any time with their Mira account. This ensures the call endpoints can create an encrypted connection. Multiple endpoints can cause the application to mistakenly try and connect the wrong endpoint.

2. If you’re still seeing the same issue, log out of the application, log back in again, and try again.

OR

If you’re still seeing the same issue, please wait 10-15 minutes and then try again.

3.  If the same issue persists, please contact support@mirareality.com.  

2. Some of the calling features such as screen sharing are disabling during a call, and/or I'm receiving a message that the iPhone is overheating. 

1. Performance issues have been noted over time during calls with older phones in particular. The system will disable some of the features to help support overall audio/video performance and call sustainability. The following strategies can help reduce overall impact:

a) Avoid iPhone being subject to extreme conditions

b) Use more recent iPhone model (SE2020) versus older models

c) Reduce reliance on receiving screen sharing from the remote web suite participant

d) Close all other apps on the iPhone

3. Seeing other users displaying on the contacts list as busy (red dot), except they are not actively in a call.

1. Ask busy user to initiate call to you or an available user (green dot) to help re-set their status.

2. If you’re still seeing the same issue, log out of the application, log back in again, and try again.

OR

If you’re still seeing the same issue, please wait 10-15 minutes and then try again.

3. If the same issue persists, please contact support@mirareality.com.  

4. Able to hear incoming (or outgoing) call sound but do not see the notification

Web Suite User

1. 1. Make sure your web browser is not blocking notifications on suite.mirareality.com. Check and enable notifications via the settings menu on both Chrome or Edge. 

   2. If the above doesn’t work, close your browser, and reopen it.

   3. If the above doesn’t work, log out and back in again.
   4. If you still do not see incoming notifications, please contact support@mirareality.com.

Headset User

1. 1. Make sure you are using the latest version of the Mira Prism app. You can check which is the latest version of the app via the knowledge center. How to find the app version. How to update the app via Testflight. If your app is managed by your IT via an MDM, check with your IT administrator.
   2. If you are using the latest app, try flipping the lens up, closing the app and restarting it, and flipping the lens down.
   3. Try logging out of the app and back in again.
   4. If you are still unable to view incoming notifications in the headset, contact support@mirareality.com.

5. Calling a user who is displayed as offline but is not confirming they are unavailable is ringing out.

1. This is a known minor bug being fixed.
2. In the meantime, please avoid attempting to call users who are offline.

6. Message sent during a call being reconnected is being lost to the receiver.

1. This is a known minor bug being fixed.
2. In the meantime, please avoid sending messages while a call is being reconnected.

7. Logged in but cannot see another user account contact in my organization on my contact list.

1. Make sure you are on the same team as the contact(s) in question. Only people who are in the same team(s) as you will appear on your contacts list.

2. If you are an Owner, you can check and amend team access via the web suite. If you are not an Owner, please contact your Organization administrator. If you’re not sure who your organization administrator is, please contact support@mirareality.com.

8. Camera, mic, or audio isn’t working on the web suite. 

1. Check your web browser audio and video permissions are unblocked on suite.mirareality.com. You can find the audio and video permissions under the Chrome or Edge settings. Restart your browser and try again.

2. Check the Connect App audio/video settings and make sure to select the correct mic and audio outputs. If the mic and audio outputs are not displaying, check your operating system privacy and security settings, and make sure your web browser (Chrome or Edge) has been enabled with permissions to access your computer’s mic, audio, and camera. Restart your browser and try again.

3. Close any other desktop or web applications that might be using your computer’s camera, audio, or mic. Restart your web browser and try again.

4. If you are a Windows user, disable the “exclusive app access” setting in the operating system settings, and restart your computer.
5. If the issue persists, contact support@mirareality.com.

9. Closing the Prism Pro app on the Headset during a call doesn't end the call.

1. Make sure to end the call on the Headset by selecting the red phone button.
2. If you close the Mira Prism app on the iPhone during a call, re-opening it within a few seconds will typically re-establish the call (as a failsafe in the instance the app is closed accidentally).
3. Otherwise, do nothing and the call will end within 30 seconds, as the headset user will be deemed “offline” (if the prism pro app is closed intentionally).

10. The Prism Pro notification “Your device is offline” does not dismiss when the connection to the internet has re-established.

1. This is a known occasional bug being fixed.
2. Try closing the Mira Prism app when off the call and re-starting it.

11. Users see the reports to any call they are invited to.

1. This is a known bug being fixed.
2. For now, please disregard reports generated from missed, canceled, and declined calls you were invited to.

12. There appears to be a delay of a few minutes of users who appear to be online after they have logged off.

1. This is a known bug being fixed.
2. Avoid attempting to call users you know to be offline.

13. After one person in the call loses connectivity and reconnection fails, the time until the other participant is forced out of the call is inconsistent. 

1. This is a known bug being fixed.
2. Once you’re aware the call reconnection on the other side has not been established (~30 seconds), we recommend hanging up manually.