Troubleshooting

Camera permission and camera errors

A location QR code from the organization places a visitor without the first camera check, but the camera is still needed while walking.

Location or reference image recognition

“Looking for a clearer view” keeps showing

• Move the camera slowly across a door, a sign or a corridor intersection, then hold still on one distinctive feature.
• Step back for a wider angle. Close-ups of a wall or floor match nothing.
• Check the light. Very dark or strongly backlit views are hard to match.
• If the visitor stands somewhere the organization never captured, recognition cannot succeed. Organizations should add reference images for entrances and corridors, not only destinations.

“This map is not ready for camera localization yet.”

The map has too few ready reference images. On the Reference images tab, add images until every location visitors start from reads Ready, and wait for processing to finish.

The visitor is placed at the wrong location

• Two locations look alike (identical corridors, repeated door designs). Add images that include the distinguishing feature: the room number, the sign, the view down the corridor.
• Reference images were taken from where staff stand rather than where visitors stand. Capture from the visitor’s viewpoint.
• Remove reference images that show temporary objects or that were taken in another location by mistake.

Images stay “Processing”, “Needs processing” or “Not usable”

• Processing lasts a short while after upload and longer for video. Refresh the tab; processing continues in the background.
• Needs processing means processing failed. Choose Reprocess on the image or Retry failed processing on the upload.
• Not usable means the image was rejected, usually for blur or darkness. Replace it with a sharper, brighter photo.
• If an upload fails before processing with a message about Veeee’s file storage not accepting uploads from this site, the problem is on Veeee’s side, not yours; try again later and contact Veeee if it persists.

Publishing issues

Mapping-quality guidance

• Instructions fire too early or too late. The connection distance is wrong. Measure the corridor and correct Distance (m) in the editor. Distances from a walk are estimates.
• “Turn left” when the turn is right. The two locations are swapped, or the connection was created the wrong way round. Check From and To and the positions on the plan.
• A turn is announced at the wrong place. A corridor intersection is missing as a location; add it so the route has a point to turn at.
• Floor changes are not announced. The locations on either side have the same Floor value, or the connection type is Hallway rather than Stairs or Elevator.
• Visitors are sent through a staff door. Set Temporarily blocked, turn off Both directions, or raise the Traversal cost so routes prefer public corridors.
• The web mapper asks how you reached a place on every stop. Motion sensing was declined or is unavailable; answer the question or map with motion permission granted.

Common organization setup mistakes

• Publishing a map that is still Private. Visitors cannot open it.
• Capturing reference images only at destinations. Visitors start at entrances and in corridors; those need images too.
• Fewer than three usable images per location. Recognition is unreliable below the minimum.
• Internal names (“B2-07”, “Zone C”) that visitors never use. Name locations as signed and add aliases for the rest; see Points of interest.
• Leaving Wheelchair accessible on for stairs. Step-free routes will include them.
• Testing navigation at a desk. Camera recognition and instruction timing can only be judged by walking the building with a phone.

Signing in

• “No organization is connected to this Google account yet.” The Google account was never used to register. Choose Create an organization, or sign in with the email and password that was registered.
• Lost authenticator app. Use one of the recovery codes saved when two-factor authentication was turned on. If none remain, an owner must contact Veeee.
• “Your sign-in needs to be renewed.” Sign in again in the tab that opens; the work on the original page is kept.
• Password reset link does not work. Request a new one from Forgot password? and open the link from the newest email.