IMMERSE is designed for a seamless and immersive language-learning experience, but occasional technical issues may arise due to the high-performance demands of VR technology and real-time global multiplayer streaming. This guide provides troubleshooting steps to help optimize your setup and ensure the best possible performance in IMMERSE.

ℹ️ Disclaimer:
Unlike most VR games, which separate users to regional servers and limit interaction based on server location, IMMERSE has several areas that allows users from all regions to come together in the same live virtual space.🌍 This mean longer data travel distances can cause network fluctuations, affecting latency and overall performance. Due this you may occasionally experience connectivity issues, visual lag, audio issues, or loading errors more often when using a VR headset instead of when cloud-streaming through NVIDIA on a computer.

Connectivity Issues

NVIDIA Errors (Computer Users Only)

🧹 Clear browser cache and cookies (only necessary for IMMERSE and NVIDIA domains).
🛑 Disable browser extensions, add-ons, or plug-ins to see if they are interfering
🦠 Temporarily disable virus protection/firewall to test if security software is an issue
🕵️ Try using an incognito/private browsing window.
🔌 Try connecting via VPN to see if it improves access.
🔄 Restart your computer and relaunch IMMERSE.
💻 Check for system or browser updates that might be affecting performance.
🌐 Try a different browser (NVIDIA supports Chrome, Safari, and Edge).
🔍 Perform the IMMERSE server test to check connectivity.
📡 Check NVIDIA server status for potential service disruptions.
🔄 Test IMMERSE on a different device to determine if the issue is isolated.
🔥Confirm Network Ports Are Open for NVIDIA in Windows Firewall Settings

ℹ️ Interested in a more technical dive? Check out this support article: Understanding NVIDIA Launch Errors

No Internet Connection

Computer

📶 Check your router to ensure other devices can connect.
🚀 Run an internet speed test and ensure you have at least 15 Mbps download speed and 5 Mbps upload speed.
🔄 Restart your modem and router.
🕵️ Try using an incognito/private browsing window.
🌐 Try connecting to a different Wi-Fi network, such as a mobile hotspot, to test if the issue is network-related.
🔄 Test IMMERSE on a different device to determine if the issue is isolated.
🔌 Try connecting via VPN to see if it improves access.

Meta Quest VR

🔄 Restart your headset and Wi-Fi router.
📡 Forget the Wi-Fi network and reconnect.
⚙️ Check for software updates on your Meta Quest headset.
📡 Move closer to your Wi-Fi router to improve signal strength.
🔊 Disable at-home voice assistants like Google Home or Alexa, as they can siphon Wi-Fi bandwidth from your headset.
📥 Delete and reinstall the IMMERSE app from the Meta App Store—this will not affect your progress or subscription.
🌐 Try connecting to a different Wi-Fi network, such as a mobile hotspot, to test if the issue is network-related.
🛑 Factory reset your headset (as a last resort) if the issue persists.

Slow Internet / High Ping

Computer

❌ Close background applications that consume bandwidth (e.g., streaming services, large downloads).
🚀 Run an internet speed test and ensure you have at least 15 Mbps download speed and 5 Mbps upload speed.
⚡ Use a wired Ethernet connection for better stability.
🔄 Restart your router and modem.
🌐 Try connecting to a different Wi-Fi network, such as a mobile hotspot, to test if the issue is network-related.
🧹 Clear browser cache and cookies (only necessary for IMMERSE and NVIDIA domains).
🛑 Disable browser extensions, add-ons, or plug-ins to see if they are interfering

Meta Quest VR

📡 Move closer to your Wi-Fi router or use a 5GHz connection instead of 2.4GHz.
🔌 Disconnect other devices using the same Wi-Fi network.
🔄 Restart your headset and Wi-Fi router.
📡 Forget the Wi-Fi network and reconnect.
⚙️ Check for software updates on your Meta Quest headset.
🌐 Try connecting to a different Wi-Fi network (such as a mobile hotspot).

Eternal Buffering / Loading Issues

Computer

🔄 Restart IMMERSE and your device.
🌍 Try a different browser.
🔥 Check firewall/antivirus settings to ensure IMMERSE isn’t being blocked.
⚡ Use a wired connection instead of Wi-Fi.
🌐 Try connecting to a different Wi-Fi network, such as a mobile hotspot, to test if the issue is network-related.
🚀 Run an internet speed test and ensure you have at least 15 Mbps download speed and 5 Mbps upload speed.

Meta Quest VR

🔄 Restart IMMERSE and your VR headset.
⚙️ Ensure your VR headset firmware is up to date.
📶 Try connecting to a different Wi-Fi network (such as a mobile hotspot).
📡 Move closer to your Wi-Fi router or use a 5GHz connection instead of 2.4GHz.
🔌 Disconnect other devices using the same Wi-Fi network.
📥 Delete and reinstall the IMMERSE app from the Meta App Store—this will not affect your progress or subscription.

Client & Server Timeout

A client timeout occurs when a user's device stops waiting for a response from the server, while a server timeout happens when the server ends the connection due to inactivity or a delayed response from the client. In the context of our platform, a client timeout typically means that the connection between your device and the server has been lost due to network issues or inactivity. This can happen if the internet connection is weak, there’s high server traffic, or the system detects prolonged inactivity. If you are experiencing frequent (more than 2-3 / times a week) client timeouts, give these steps a try to improve your connectivity and stability.

Computer

🔄 Restart your computer and relaunch IMMERSE.
🔍 Perform the IMMERSE server test to check for connectivity issues.
🔥 Disable firewall or antivirus software temporarily to see if it’s blocking IMMERSE.
🚫 If using a VPN, disable it and try connecting again.
❌ Close background applications that consume bandwidth (e.g., streaming services, large downloads).
🚀 Run an internet speed test and ensure you have at least 15 Mbps download speed and 5 Mbps upload speed.
⚡ Use a wired Ethernet connection for better stability.
🔄 Restart your router and modem.
🌐 Try connecting to a different Wi-Fi network, such as a mobile hotspot, to test if the issue is network-related.
🧹 Clear browser cache and cookies (only necessary for IMMERSE and NVIDIA domains).
🛑 Disable browser extensions, add-ons, or plug-ins to see if they are interfering

Meta Quest VR

🔄 Restart IMMERSE and your VR headset.
⚙️ Ensure your VR headset firmware is up to date.
⚙️ Ensure IMMERSE has proper network permissions in your VR settings.
📶 Try connecting to a different Wi-Fi network (such as a mobile hotspot).
📡 Move closer to your Wi-Fi router or use a 5GHz connection instead of 2.4GHz.
🔌 Disconnect other devices using the same Wi-Fi network.
📥 Delete and reinstall the IMMERSE app from the Meta App Store—this will not affect your progress or subscription.

Audio Issues

Computer

🎤 Ensure your microphone is properly connected and set as the default input device in system settings.
📄Support Article: How to Change Your Desktop Microphone Input
📄Support Article: How Do I Configure My Audio Settings In IMMERSE?
🔇 Check that your microphone is not muted in IMMERSE or your OS settings.
🎛️ Adjust microphone sensitivity settings to prevent audio dropouts.
🔄 Restart your computer.
⚡ Use a wired Ethernet connection for better stability.
🛑 Disable browser extensions, add-ons, or plug-ins to see if they are interfering
🎧 Use Wired Headphones & Mic, for better stability.

Meta Quest VR

📄Support Article: Why Can’t Other People Hear Me?
📄Support Article: How To Fix An Echo In My Headset?
📄Support Article: How Do I Configure My Audio Settings In IMMERSE?
🔑 Check permissions in your VR system to ensure IMMERSE has access to the microphone.
⚙️ Ensure your VR headset firmware is up to date.
📥 Delete and reinstall the IMMERSE app from the Meta App Store—this will not affect your progress or subscription.
🔄 Restart your Quest headset and re-enable microphone permissions in Meta Quest settings.

Important Details to Share with IMMERSE Support

When reaching out for support, providing the following information can help diagnose and resolve your issue faster:

📡 Internet speed results (upload and download speeds).
🔄 Troubleshooting steps you’ve already tried.
🛠️ Any workarounds you’ve discovered.
📝 Exact details of the issue, including error messages.
🎥 Media of the problem so we can see what you do.

Capturing Requested Media

Providing screenshots and recordings can help the support team diagnose issues faster. Here are common shortcuts:

Windows

📋 Copy: Ctrl + C
📋 Paste: Ctrl + V
↩️ Undo: Ctrl + Z
📸 Screenshot: Windows + Shift + S (Snipping Tool) or PrtScn (Full screen)
🎥 Screen Record: Windows + G (Xbox Game Bar) or an external app

Mac

📋 Copy: Command + C
📋 Paste: Command + V
↩️ Undo: Command + Z
📸 Screenshot: Command + Shift + 4 (Selection) or Command + Shift + 3 (Full screen)
🎥 Screen Record: Command + Shift + 5

Meta Quest VR

📸 Quest Screenshot: Oculus Button + Trigger simultaneously.
🎥 Quest Screen Recording: Oculus Button > Sharing > Record Video.
📄Support Article: Sync media between your Meta Quest, Meta Horizon mobile app, and browser
📄Support Article: Use Files on Meta Quest (Sharing Photos)
📄Support Article: Capturing and Sharing Photos in IMMERSE

Meta Quest VR Headset Specific Support

📢 For further assistance contact us at [email protected] or Submit a Bug Report from our messenger beacon.

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