Troubleshooting

What to do when something is not behaving: the radio, joining and starting a drill, the scenario builder, scenarios you cannot find, and the after-action review. Each answer says what is actually happening as well as what to do about it, because most of these are the software working as intended in a way that does not look like it.

Radio#

I cannot transmit; it says "Channel busy" and nobody is talking. It clears itself within about three seconds. Channel status is sent live rather than stored, so a brief connection drop can leave a stale indication on one screen. The server is the arbiter, so you can never actually transmit over someone.

Nothing happens when I press the radio button. Your browser needs microphone permission. Allow it in the site settings and press retry on the message shown in the radio bar. You can hear the radio without granting it; you just cannot transmit.

Everyone hears an echo in the lobby. Several open microphones in one room feed back through the speakers. Mute the people who are not talking, or use headsets. Muting is the button under the panel.

The spacebar is not working as push-to-talk. It is ignored while you are typing in a field. Click outside the field first.

Starting a drill#

The Start button is disabled. No scenario is loaded. Load one from the list in the main pane; the button enables immediately.

Nobody is being dispatched and everyone can see the scene right away. The scenario has no responding units. Add them in the builder on the Setup tab. Without units there is no dispatch and no arrival timing.

A member cannot join; it says the drill is full. A drill holds 50 participants. Instructors are always admitted, and someone reconnecting is always admitted. If you genuinely need more, ask before the drill.

A member cannot join; it says the drill requires login. Guest joins are off for that session. Either give them an account, or create the session with guest joins enabled.

During a drill#

Something I did says "not recorded." The message includes the reason. The usual ones are your unit not being on scene yet, interior access without an interior assignment, or the incident commander attempting to enter an interior view.

The header shows "⏳ syncing." Your actions have not been confirmed by the server yet. They send themselves as soon as the connection recovers. Nothing is lost.

My view jumped somewhere on its own. Three things move you: the instructor's Bring all here, an arrival taking you to the aerial to place apparatus, and losing interior clearance, which walks you outside.

The interior tabs are locked. You need an interior assignment from command, your unit on scene, and you must not be the incident commander. See Interior operations in a drill.

Scenario builder#

The header says "⚠ Not saved." The reason is on the same line. The most common one is a module enabled without an active subscription. Anything changed after that point is not stored, so fix the reason before closing the tab.

The quadrant labels do not match what we call the sides. Recalibrate the aerial: click the structure in Center mode, then click the address side in Ⓐ Side A mode. B, C, and D follow clockwise.

Elements I placed are not showing up. Elements belong to the view they were placed on. Check that you are on the same view. Anything placed on Side B is invisible from Side A by design.

Interior views show a clean room during the drill. Nothing was placed on them. Open each interior view in the builder and build its conditions.

Scenarios I cannot find#

A scenario someone mentioned is not in my list. It may be marked admins only, which is how a department keeps promotional evaluation material out of sight. Only department admins see those, and only they can change it. See Private scenarios for evaluations.

A drill I was in is not in After-Action Review. Same reason: a drill inherits its scenario's setting, so an evaluation stays admins only afterwards. Your training hours for it are unaffected. An admin can release the review once the promotion cycle is over.

I deleted something by mistake. Use the Undo bar that appears straight after. If you have already dismissed it, the record is still held for 30 days rather than removed immediately, so contact us with the scenario or drill name and we can bring it back.

After-action review#

The radio play buttons are silent. Audio older than 14 days is deleted automatically. Transcripts remain, so the record is complete in text.

A member cannot open a review. Members open reviews of drills where their evaluation has been released, from My evaluations. Instructors open any of their department's sessions.

Still stuck#

Note the session code, roughly when it happened, and what the screen said, then contact us. Every drill is recorded, so a specific time and code usually makes the cause obvious.