Troubleshooting

Solutions to common issues you might encounter while using Viewabo.

Issue: Sending the Viewabo link by SMS Fails

There are a couple of reasons why an SMS may fail. The most obvious is an incorrectly entered phone number, so check to make sure you've entered a correct, valid phone number.

If you're sure you have, the problem may be related to your customer's cell carrier. The quickest way to get around this is to re-send the link using Email.

Issue: Poor Connection Causes Lagging or Low-Quality Video

If you know your broadband connection is stable, the issue may be coming from your customer's connection. Find out if your customer is using a cellular or Wi-Fi connection. If they're using cellular, ask the customer to switch to Wi-Fi.

If that doesn't solve your problem and the connection isn't good enough to continue using video, you can use Paused Photo Mode as a backup. This allows you to work with still images instead of live video.

Issue: Video is Dark and/or Grainy

Your customer's lighting may be inadequate for taking video. Ask the customer to turn on or reposition lights in the area where they're using their smartphone so you can see better.

If you need to see small parts up close, you can try asking your customer to point a light (such as a swivel lamp or flashlight) toward the product you're working on. Keep in mind that the customer won't be able to use their smartphone's flashlight while in a Viewabo session.

Issue: Customer Experiences Browser-Related Issues

Make sure your customer is using the latest version of their smartphone's default browser. If your customer hasn't updated their OS in a while, they may need to do so now.

Here are the requirements:

• For iPhone: requires iOS 11 or later, must open Viewabo link in Safari
• For Android: requires Android 5.0 (Lollipop) or later, must open Viewabo link in Chrome

Capture Session Issues

Note: Capture Sessions is a legacy feature available to existing accounts only.

Issue: Customer Didn't Receive the Capture Link

If your customer says they didn't receive the capture link:

• Check the delivery method: Verify you entered the correct phone number or email address
• Check spam/junk folders: Ask the customer to check their spam folder if you sent via email
• Resend the link: Try resending using a different method (SMS vs email) or copy the link and send it through another channel
• Carrier issues: Some mobile carriers may block automated SMS messages. Try email instead.

Issue: Capture Link Has Expired

Capture links expire after 30 days. If a customer reports their link no longer works:

• Send a new capture request: Create a new capture request for the customer
• Act promptly: Encourage customers to complete captures soon after receiving the link
• Note: Expired links cannot be reactivated; a new request must be sent

Issue: Video Upload Failed During Capture

If the customer's video fails to upload after recording:

• Check internet connection: Ensure the customer has a stable Wi-Fi or cellular connection
• Retry the upload: Most failures can be resolved by trying again
• Reduce video length: If the video is very long, try recording a shorter clip
• Clear browser cache: Ask the customer to clear their browser cache and try again