Common Errors

Quick reference for error messages and solutions

Quick solutions for common Vrex error messages.

Login & Authentication

“Invalid credentials”

Meaning: Email or password is wrong.

Fix:

1. Double-check your email address
2. Try resetting your password
3. For SSO users, ensure you’re using the correct login method

“Account not found”

Meaning: No Vrex account exists for this email.

Fix:

1. Verify you’re using the correct email
2. Check your invite email for the correct address
3. Contact your admin to resend the invitation

“SSO configuration error”

Meaning: Single Sign-On is misconfigured.

Fix:

1. Contact your IT admin
2. See SSO Configuration

“Session expired”

Meaning: Your login session timed out.

Fix:

1. Log in again
2. This is normal after extended inactivity

Connection & Network

“Cannot check access”

Meaning: Can’t reach Vrex servers.

Fix:

1. Check your internet connection
2. If on corporate network, verify proxy settings
3. See Connection Issues

“Connection timed out”

Meaning: Server didn’t respond in time.

Fix:

1. Check network speed
2. Try again in a few minutes
3. If persistent, contact support

“Certificate error”

Meaning: SSL/TLS connection problem.

Fix:

1. Check if proxy is doing SSL inspection
2. Ensure system time is correct
3. See Proxy Configuration

Models & Projects

“Model failed to load”

Meaning: Couldn’t retrieve or process the model.

Fix:

1. Check internet connection
2. Try closing and reopening the project
3. Verify the model file isn’t corrupted at source

“Processing failed”

Meaning: Model conversion encountered an error.

Fix:

1. Check if the source file opens correctly in its native app
2. Try re-uploading the file
3. Contact support with the file for diagnosis

“Insufficient permissions”

Meaning: You don’t have access to this project.

Fix:

1. Ask the project owner to grant access
2. Verify you’re in the correct workspace

“Storage limit reached”

Meaning: Workspace storage is full.

Fix:

1. Delete old or unused projects
2. Contact admin to increase storage
3. Upgrade your plan

VR & Headset

“No VR headset detected”

Meaning: Vrex can’t find your headset.

Fix:

1. Ensure headset is connected and powered on
2. Check OpenXR runtime is set correctly
3. See OpenXR Issues

“OpenXR initialization failed”

Meaning: VR runtime won’t start.

Fix:

1. Restart VR software (Oculus App, SteamVR)
2. Verify active runtime setting
3. See OpenXR Issues

“Tracking lost”

Meaning: Headset lost positional tracking.

Fix:

1. Improve room lighting
2. Clear the play area
3. Restart the headset

Streaming (Quest)

“Server starting…”

Meaning: Cloud server is spinning up.

Fix:

1. Wait 2-6 minutes (normal for cold start)
2. Contact admin about dedicated servers

“Stream quality degraded”

Meaning: Network can’t maintain quality.

Fix:

1. Move closer to Wi-Fi router
2. Switch to 5GHz band
3. Reduce network congestion

“Device not registered”

Meaning: Headset isn’t linked to streaming portal.

Fix:

1. Open Portal app on headset
2. Note the code displayed
3. Register at your streaming portal URL
4. See VR Streaming Setup

Sessions

“Host ended the session”

Meaning: Session was closed by host.

Fix:

1. Normal behavior - rejoin if session restarts
2. Contact host if unexpected

“Session full”

Meaning: Maximum participants reached.

Fix:

1. Wait for someone to leave
2. Contact host to increase limit

“Unable to join session”

Meaning: Various connection issues.

Fix:

1. Check internet connection
2. Verify session link is current
3. Ensure you have project access

Updates

“Update required”

Meaning: Your version is too old.

Fix:

1. Close Vrex
2. Open Vrex Launcher
3. Let it update automatically
4. Reopen Vrex

“Update failed”

Meaning: Couldn’t download or install update.

Fix:

1. Check internet connection
2. Verify disk space
3. Try running as administrator
4. Reinstall if persistent

Still Stuck?

If your error isn’t listed or the fix doesn’t work:

1. Collect logs
2. Note the exact error message
3. Email support@vrex.no with details