Frequently Asked Questions

We get a lot of questions from our users! If you have questions about our product, feel free to browse through this page to learn more.

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Content Creation

What video codecs do you support?

We support the following video codecs:

  • WebM VP8

  • H.264, WebM

  • WebM, H.264

Domain Hosting

How do I get into my domain settings if I set up authentication but forgot my username and/or password?

  • For cloud domains, you can reset the username and password to a temporary one through your High Fidelity account settings. To do so, go to https://metaverse.highfidelity.com/user/cloud_domains and log in if prompted. Click the “More Options” menu (3 dots on the right-side of the row), then click ‘Reset Domain Server password’. Once the username and password are reset, log in to your domain settings with the temporary credentials. We recommend setting a new username and password at this time.

  • For local servers, the authentication settings for your domain are encrypted into a configuration file on the local server’s file system. To ‘reset’ the authentication settings, you need to manually remove the HTTP security settings (‘http_password’ and ‘http_username’) from config.json. The config file is stored on the server in the following directories:

    • Windows: %AppData%/Roaming/Project Athena/domain-server

    • Mac: ~/Library/Application Support/Project Athena/domain-server

Troubleshooting

Why can’t I connect to a domain?

If you cannot connect to your virtual workplace, follow these steps to resolve the issue:

  1. Check your internet connection, and ensure that your bandwidth is at least 10Mbps download, 2Mbps upload.

  2. You may not have permissions to enter the domain. If you know the domain owner, contact them to gain access to the domain.

  3. Ensure that your firewall settings allow you to run Vircadia.

    • For Windows: In your firewall settings, open the port 40102, and add ‘interface.exe’ to the list of allowed apps.

    • For Mac: In your firewall settings, add ‘interface.app’ (Library > Application Support > Launcher > interface.app) and allow incoming connections for that application.

No one can hear me!

If other users in the domain can’t hear you, then you are likely muted or your microphone gain is set too low. Here are some steps to troubleshoot your issue:

  1. Are you muted in Vircadia? When logged in, check the upper left corner. If you’re muted, click the microphone to un-mute yourself.

  2. Is your physical output device muted or turned off? Some headsets and microphones have a ‘Power’ and/or ‘Mute’ switch directly on the device itself. This setting is completely independent of Vircadia’s mute option, so even if you’re not muted in Vircadia, your device itself may not be turned on or the mute button may have been pressed.

    _images/headsets.png

  3. Is your mic muted or disabled on your computer? Lastly, your device might be muted or disabled by your operating system. Check your operating system’s input device settings:

    1. On Windows, go to Control Panel > Sound > Recording tab. Choose the device you are using with Vircadia and click ‘Properties’. On the ‘Levels’ tab, check the icon next to the volume meter. The microphone icon will tell you whether your headset/microphone is muted. If you’re muted, click the icon to un-mute yourself.

    2. On Mac, go to System Preferences > Sound > Input tab. Choose the device you are using with Vircadia. If the ‘Input volume’ is turned all of the way down, then your input device is disabled. Turn up the input volume to re-enable your microphone.

  4. Have you allowed Vircadia access to the microphone? Some operating systems require you to give explicit permission to apps to take advantage of specific hardware or software capabilities on your computer. Check your microphone permissions in your operating system settings:

    1. On Windows, go to Settings > Privacy > Microphone. Make sure that ‘Allow desktop apps to access your microphone’ is turned on.

    2. On Mac, go to System Preferences > Security & Privacy > Privacy, then select ‘Microphone’. Ensure that the checkbox next to Vircadia is selected.

If your input device is turned on, and you are not muted in the application, device, or operating system, then it is likely that your microphone volume needs to be adjusted or boosted. This is done in your operating system settings:

  • On Windows, go to Control Panel > Sound > Recording tab. Choose the device you are using with Vircadia and click ‘Properties’. On the ‘Levels’ tab, adjust the ‘Microphone Level’ and/or ‘Microphone Boost’.

  • On Mac, go to System Preferences > Sound > Input tab. Choose the device you are using with Vircadia and adjust the ‘Input volume’.

I can’t hear anything in Vircadia.

Here are some reasons you might not have audio:

  • Your headset or speakers are turned off.

  • Your headset or speakers may be muted or disabled by your operating system. Check your operating system’s output device settings:

    • On Windows, click the volume icon in the taskbar and select your audio device. The speaker icon will tell you whether or not your headset or speakers are disabled. Click the icon to un-mute yourself.

    • On Mac, go to System Preferences > Sound > Output tab. Choose the device you are using with Vircadia. At the bottom of the dialog, uncheck ‘Mute’ to un-mute yourself.

  • Your headset or speakers have a volume control of their own. Check that the volume is turned up on the device.

  • In Vircadia, you have a different audio device selected than the one you want to use. Open the Audio app and make sure the right headset, speakers, and/or microphone are selected.

  • Volume is turned down or off in Vircadia. Open the Audio app and check your volume settings.