Frequently Asked Questions

To access an iSee session you will need to install the iSee client on your computer and be given access to a session by an iSee licence holder such as your host institution.

The iSee client for either Windows or Mac can be downloaded from here

Large organisations using iSee may have their own specific iSee client or have a version of the client available on their internal software catalog for those installing it on an institution owned device.  

To log into iSee you must have either a user account created for you by your host institution, have been sent a valid guest access link by an iSee host or be connected through a link in a Learning Management System such as Blackboard, Moodle or Canvas.


If you have valid access to iSee through one of the above methods then difficulties in connecting are usually due to a network configuration issue on your computer. To rectify this:

  • Check your computer's proxy settings and ensure they are correct for the network you are currently connected to
  • Check you are only connected to one network, either LAN, WiFi, tethered or mobile network. Disable or disconnect additional networks
  • Check you can browse an external web site with your default browser
  • Check iSee is set to Use Default Proxy on the iSee Hub settings page or if you are on a corporate network contact your network administrator for the proxy details to enter manually
  • If you are trying to connect on a corporate network that is blocking your access you can try tethering your computer to your phone to avoid the local network blockage
  • Launch iSee Hub and login (See “Where can I find iSee on my computer?”)

When iSee is installed, it will create a shortcut to the iSee Hub on the desktop. If this shortcut is no longer there, you can find it in:

Windows - C:\Program Files\iSee2020\iseehub\iseehub.exe

Mac - Applications\iSee2020\iseehub

If you are using the QLD DoE version, you can find the find it in:

Windows - C:\Program Files\iSeeQLDDoE\iseehub\iseehub.exe

        Mac - Applications\iSeeQLDDoE\iseehub

It is recommended to create a new shortcut from this executable.

If it is not in this location, then you either need to download and install iSee, or you have a portable version of iSee. The portable version will create a shortcut to the iSee Hub in the directory it was installed in.

Currently iSee is only available for Windows or Mac OS machines.

You can find the requirements for iSee here.

It may be that you are the first to connect to the session and no-one else is online. If that is not the case then:


  • You have either connected to the wrong Organisation / Session or your client has failed to connect to the server correctly.
  • Check the Organisation and Session details provided to you in the iSee meeting invite. If in doubt exit the Session and re-enter

  • If the status indicator (Bottom right of the iSee window) doesn’t light up (usually three bars) but remains grey your client has not connected correctly, exit iSee and re-launch. If the problem persists contact your iSee Organisation administrator

While iSee doesn’t have any hard limits, we do recommend limiting a session to 50 participants for performance reasons. 

However, events of 80 - 90 participants are possible. If you are planning an event of this size, here are some recommendations:

  • Try to limit the number and content of smart boards and objects in the session.
  • There are various roles you can give to participants that can help performance if certain features aren’t required. For instance you can set everyone to start with video disabled.
  • Try to use a large environment that sections off participants. When a participant  goes out of range you no longer receive their microphone, increasing performance. Similarly when a participant goes out of sight their video is no longer sent and their avatar is no longer rendered.
  • Have a couple of dedicated support people in the session. This will help the event run smooth for the people running the event. Upon request we can organise to have our own support staff attend if required.
  • Let us know! If we are aware of the event then we can offer advice and ensure there is ample staff on call for support, particularly if the event is after hours.

iSee uses real time video and audio which for full performance uses of a number of TCP and UDP ports.


If iSee detects that UDP ports are being blocked by a firewall it will automatically go into encapsulation mode so that can be used over TCP ports - although some corporate networks block these ports as well.


If you require unblocking of your corporate network for iSee, have your network team contact us at support@iseevc.com and we will provide a list of of required ports, URL's and IP addresses to unblock for your network.

If your organisation uses border authentication please follow the procedure below when connecting with iSee.

  1. Ensure system proxy settings are correct
  2. Establish border authentication following your organisations instruction
  3. Download and install iSee from www.iseevc.com.au
  4. Launch iSee Hub
  5. Open the settings panel
  6. Check your organisations proxy details are correctly entered
  7. Return to login page by pressing the “Save” button and log in

You will get this notification if you have not connected to the iSee Video server. Please exit iSee and try to reconnect.


This will most likely be a firewall or anti-virus issue where your firewall or anti-virus software may be blocking ports required for iSee to function. Please refer to the FAQ "How do I connect from behind a firewall?"

If you have Windows setup in S Mode you will not be able to run iSee until you leave S Mode. Windows S Mode explicitly blocks you from installing applications unless they have come from the Microsoft Store.

Microsoft will allow you to switch from S Mode to another Windows version but you will not be able to return to S Mode.

Please consult the following Microsoft information here to see if leaving S Mode is suitable for you.

iSee uses the current output device selected on your operating system. Ensure that this selected output device is correct. You can select your output device in the following locations:

    Windows:  Settings > System > Sound. 

    Mac OS:  System Preferences > Sound.

Here you can select the appropriate output device. There are also tools to test the audio device here. 

Ensure the output device is working properly outside of iSee first. If your device isn’t working, the device may have a separate mute button on it. 

If it is still not working you may need to contact your organization’s support team.

If your device is working outside of iSee, you can test your device in iSee by going to Settings > Audio and pressing the “Test Speakers” button which plays a doorbell sound. 

If you still can’t hear the doorbell, or can hear the doorbell but not other users, you may need to contact your organisation’s support team or our support team at support@iseevc.com.

If your microphone is not picking up any signal on the “Input volume” meter in the Settings > Audio menu, then your microphone may not be set up correctly - so try the following: 


  • Make sure you have the correct microphone selected in the dropdown menu

  • Check whether it is muted, either on the headset itself (some headsets have a mute button), or in the computer settings, which can be found here

    • Windows - Settings > System > Sound. 

    • Mac OS - System Preferences > Sound.

  • Exit iSee and re-launch.


If your microphone is working in the settings menu but is not working in an iSee session (others cannot hear you) then there could be something wrong with your connection or in session settings - so try the following:


  • Check your microphone is not muted in iSee - This will be indicated by the large centre button at the bottom of the iSee window being red, and the microphone button in the top left of the iSee window will have a line through it. (note that you may also be on push to talk mode, which is indicated on the button to the left of the mute button at the bottom of the iSee window)

  • Check if the input meter is moving - This is the green filling to the microphone icon on the button in the bottom centre of the iSee window. This green filling should go up and down with your microphone input.

  • Check if others can hear you - You can use the text chat to communicate to others and ask if they can hear you. 

  • If your input meter is moving, but they can’t hear you, make sure they don’t have you muted on their end. They can tell this from the speaker icon on your avatar when they hover over you, or in the users tab. 

  • If they still can’t hear you, try leaving the session and then returning.


If you are still having issues with your microphone,  you may need to contact your organisation’s support team or our support team at support@iseevc.com.

It’s likely that one of the users in the iSee environment near you is using an array microphone which is the type of microphone most modern notebooks are fitted with. These types of microphone devices generally are highly sensitive and pick up a lot of background noise which can be quite disturbing in an iSee session.

Background noise can also be a problem when a user is using their Speakers as the default output device. We recommend that all users use external headsets with microphones for the best iSee experience.

To help to identify the person with the background noise you can temporarily mute individuals around you by moving your cursor over their video avatar and clicking on the speaker symbol from the control bar that appears at the top of their video.

Once you have identified who the noise is coming from you can either leave them muted if their audio is unimportant to you, or ask them to connect their headset microphone/check their audio settings to make sure their headset is selected. 

If they don't have a headset microphone you can ask them to go to 'Push to Talk' mode which they can activate using the button to the left of the mute button in the bottom centre of the iSee window, or the pull down menu at the top left of the iSee window, next to the microphone icon. This will mute their microphone unless they are holding down the 'T' key to talk. 

Check your default audio output device in your computers control panel. iSee will always use your computers default audio output device. Usually the default device will change when you connect a USB headset but this is not always the case.

If the mouse is not active in iSee and there is a narrator/screen reader active then you have ticked the "accessibility mode" option for vision impaired users.


Accessibility mode is designed for vision impaired users who have difficulty using a mouse. It maps the input controls to the keyboard and turns on a screen reader. This is helpful for vision impaired users but can be irritating for users that don't require it.


To turn off accessibility mode:

  1. Exit iSee

  2. Open the iSee Hub

  3. Open the settings menu on the left side of the iSee Hub window

  4. At the top of the settings screen, ensure the "I am blind or vision impaired" check box is unchecked

  5. Press "Save"

  6. Login and Launch iSee

Some audio hardware comes with additional drivers and audio enhancements that are not compatible with the underlying Unity3D game engine that iSee uses.

If you are using third party audio hardware with your computer and the audio in iSee sounds garbled try these fixes:

  • Disable any audio enhancements in the sound settings
  • Unplug the 3rd party audio equipment and use the original computer audio hardware
  • Try a different brand headset

There are known issues with the Phoenix Duet speakerphone.

There are three main methods in iSee to move your avatar.

On screen controls

In the bottom left corner of the iSee window, there is the on screen movement panel. This can be used to move and rotate your avatar. It can also be relocated or minimized using the two smaller buttons on the bottom left and right corners of the panel.

Keyboard controls

You can move your avatar by using the ‘W’ ‘A’ ‘S’ and ‘D’ keys and rotate with ‘Q’ and ‘E’. 

You can also use the arrow keys to move forward and backwards and rotate side to side if you prefer, but it can be more awkward when used in conjunction with the mouse controls.

Mouse controls

You can rotate your avatar in any direction by clicking and dragging in the direction you would like to rotate. This is commonly used in conjunction with the ‘WASD’ keyboard controls described earlier. If this rotation is inverted or doesn’t feel natural, you can invert the rotation direction in Settings > Mouse in the top left corner of the iSee window. 

You can move your avatar to most locations by double clicking on the ground in the location you want to move to. This can be changed to instantly “leap” you to a location by enabling “Leap Mode” in the top right of the iSee window.

If you right click on the ground in most locations, you will be given the option to “Walk There”, which will move your avatar to the location, or “Teleport” which will instantly teleport your avatar to the location.

Pressing the 'H' key when you are in an iSee session will display the help screen for moving around.

Below are two methods of performing a right click on a Mac.


The most common is to use the control key (Ctrl), press and hold the Control (Ctrl) key while you click the mouse button.


If you don't have a mouse but only have a trackpad you can enable the two finger trackpad right click. This can be done via the following procedure:

  1. System Preferences -> Trackpad
  2. Open the Trackpad and navigate to the Point & Click tab
  3. Check Secondary click is checked and the Click or tap with two fingers option is selected
  4. You will see a short video example of the proper way to click
  5. If you now go to Finder and use the two finger method as shown in the video the context menu should appear, apply this method whenever you need to right click in iSee

Further information and details can be found here.

When you teleport to another person in iSee, you are teleported to the exact position of the user you selected. This means that you may have landed on top of the person you selected. This is the reason you can hear them but cannot see them. Use your left/right arrow keys or click and drag your mouse to swivel around and you should be able to see them.

Please ensure that you are not using the Overlay View feature on a display board. If you are in Overlay View you will not be able to move around the environment. You will have to right click on the board in front of you and choose either '3D View' or 'Snap View' to be able to move around in the 3D environment.

When your cursor is hovering over a board in 3D view this disables the movement controls. Move your cursor off the board and movement controls will return.

There are rare occasions where your controls may become locked. If this occurs, leave the session and re-enter.

The name of the person you want to share your file with may not be visible. Please use your mouse scroll wheel or track-pad scroll gesture to scroll down the full list of users.

Please check that you have connected properly to the iSee servers. You can do this by checking the network indicator bars on the bottom right corner of the iSee window.

You should have 3 green bars indicating a Good connection, 2 orange bars indicating an average connection and 1 red bar indicating a weak connection.

If you have three empty grey bars, this means that you have not connected properly to the server. Please exit iSee, check your network connection and re-launch iSee. If the problem persists, it is possible that your network is congested.

To check if your network is congested you can check your download and upload bandwidth using an online bandwidth measuring tool such as Speedtest. 

For robust iSee performance we recommend a minimum upload bandwidth of 0.5Mbps and a minimum download speed of 1.5Mbps. iSee will work to some degree at connection speeds slower than this but performance may be significantly degraded.

Please contact the iSee support team for further help regarding this issue.

Large files may take a reasonable amount of time to download and display onto the board. 

If users have poor or intermittent bandwidth the board may also take a while to initiate as other user videos etc are prioritised in the system. Boards may also fail to load and display if bandwidth and computer processing power is limited.

Because the number of boards in an environment has not been limited, the upload limit has been set to 95MB to reduce the potential load times and network interruptions. 


You may also have certain upload restrictions placed on you during a session based on the permissions your organisation has given you. If this is the case you may need to contact your organiser.

iSee doesn’t currently support password protected PowerPoint presentations, please don’t attempt to upload a password protected PowerPoint presentation

If the performance indicator is in the red and/or your fan is running fast, this means that there is not enough CPU or memory resources for the application. This can occur on machines that are close to, or below iSee’s minimum specs, or if you have a lot of programs running in the background.

This can cause iSee to stutter, lag, have ‘robotic’ sounding audio among other issues.

To maximise the amount of resources available for iSee, try the following:

  • Set iSee to run with the lowest quality graphics in the settings menu.

    • Settings > Graphics > Quality

  • Close any unnecessary background applications. You can find out what applications are using the most resource using:

    • Task Manager on Windows

    • Activity Monitor on MacOS

  • Make the iSee window as small as possible

    • You can zoom out your camera by scrolling or using the zoom controls on the right hand side of the screen to increase your field of view.

If you experience a problem with iSee you may be able to find out what happened by looking at the iSee logs, you can also send these files to support@iseevc.com 

Windows log files

Note: All the log files are in the current users AppData folder. If the AppData folder is hidden then you can quickly access it by going to 

C:\Users\{Current User}

and then manually adding "\AppData" to end of the directory.

iSee log files:

C:\Users\{Current User}\AppData\Local\iSee\Logs

This directory contains a log file for each time iSee is run, named by date and time. The name of these logs are in the format:

YYYY-MM-DD-hh-mm-ss.txt

Note: Ensure that the log has the time and date of the session in which you had the issue. It is generally easier to find if you sort by "Date Modified".

iSee detailed log file: 

C:\Users\{Current User}\AppData\LocalLow\iSeeVC Pty Ltd\iSee2020\Player.log 

This log is much larger and more detailed than the other logs. As such the Player.log file is overwritten every time iSee is run so this log must be saved before opening iSee again. The file can be saved by either or both of the following:

  • Copying and pasting the file to a new location
  • Re-naming the file to anything except "Player". It is recommended that you give the file a name that relates to the time and nature of the issue (eg. output_log_disconnect_DD-MM-YYYY).

iSee crash logs

C:\Users\{Current User}\AppData\LocalLow\iSeeVC Pty Ltd\iSee2020\Crashes

This directory has folders containing a crash log as well as a memory dump file. These folders are named in the following format:

Crash_YYYY-MM-DD_hhmmss

iSee detailed network logs:

C:\Users\{Current User}\AppData\Local\iSee\NetworkLog

This directory has folders containing detailed network reports. These folders are named in the format:

{iSee User Name}_YYYY-MM-DD-hh-mm-ss

Mac log files

iSee log files:

Open Finder

Press command+shift+G then enter:

~/.local/share/iSee/Logs 

This directory contains a log file for each time iSee is run, named by date and time. The name of these logs are in the format:

YYYY-MM-DD-hh-mm-ss.txt

Note: Ensure that the log has the time and date of the session in which you had the issue. It is generally easier to find if you sort by "Date Modified".

iSee detailed log file:

Open Finder

Press command+shift+G then enter:

~/Library/iSee VC Pty Ltd/iSee2020 

This directory contains the Player.log file which is much larger and more detailed than the other logs. As such the Player.log file is overwritten every time iSee is run so this log must be saved before opening iSee again. The file can be saved by either or both of the following:

  • Copying and pasting the file to a new location
  • Re-naming the file to anything except Player. It is recommended that you give the file a name that relates to the time and nature of the issue (eg. Player_disconnect_DD-MM-YYYY).

iSee crash logs:

Open Finder

Press command+shift+G then enter:

~/Library/Logs/DiagnosticReports/

Look for files names with the form *iSee*.crash

Mac crash logs:

If iSee crashes and there is nothing in iSee crash logs then that means the crash was likely caused by the Mac operating system. These crash logs can be found by going to:

Applications > Utilities > Console

On the left side of the panel there is a section called "Crash Reports"

In Crash Reports you can sort by process name.

The process name will start with "iSee" followed by the version you are using (eg "iSee2020")

Look for the report with the same time and date of the crash.

These instructions are for connecting to iSee from a NSW DET computer on the NSW DET Network. If you are on a BYOD machine then you can download the iSee client here and you can also follow the instructions there for connecting to iSee on a home network.

To join an iSee session from a NSW DoE network first ensure that the iSee client is installed on your machine. You should have an iSee Hub shortcut on your desktop, if you don’t, See “Where can I find iSee on my computer?

This currently applies to Windows 8.1 and only happens during the installation. Don’t enter your proxy details into this box, simply press the Submit button with the details left blank.

Your IT support crew may ask for your computer system configuration to help diagnose your issue. Your computer can produce a handy system configuration report to make this easy. Once you have created you system report file you can email it to your IT support crew.


Windows: Type "dxdiag" into the windows search bar and select it. Click 'Save all information...' and save the dxdiag.txt file to your folder of choice.


Mac: For a Mac, choose 'About this mac' from the apple pulldown menu. Select 'System Report' then select 'Save' from the 'File' pulldown menu. Save the system report in the file of your choice.

For Windows:

Open Windows File Explorer and navigate to:

C:\Users\"your computer username"\AppData\Local\iSee


For Mac:

Open Finder and press "COMMAND+SHIFT+G" and enter the following location:

~/.local/share/iSee


You should see a list of files similar to the following:

The map files are stored in the folders with the format 5.3.3f1, 2017.4.xx or 2019.4.xx, all of these folders can be safely deleted. Once deleted, the map will be downloaded again when you enter a new session.

Also note that all of the files in this directory are automatically generated and won’t break anything if they are accidentally deleted.

If for any reason the hub won't launch the application, you can launch it from the following link:

https://isee2020manage.iseevc.com/Home/ClientHome

Please also contact support with the details so we can address the issue.

This alert has been seen with some of the newer versions of MacOS. 

If you are experiencing this issue then please Contact Support 

If you are recieving notifications that say:

"Check System Preferences -> Security & Privacy. Permission to use the camera is disabled. Your video will not be seen by other users."

And/or:

"Check System Preferences -> Security & Privacy. Permission to use the microphone is disabled. Your audio will not be heard by other users."

Open System Preferences and select Security and Privacy. 

Select the "Privacy" tab and make sure that "iSeeLauncher" (and any other iSee related options) are selected in both the "Camera" and "Microphone" sections.

  

If these options aren't available then contact your organisation's support team or iSee Support

If iSee is stuck in fullscreen mode you can either press "CONTROL+UP ARROW" or, if you have a track pad, swipe three fingers up. This should show you all open windows like below.

Click and drag the iSee window (Red box) down onto the desktop. This will bring it back to windowed mode.

Other programs that use the microphone can “take ownership” of your microphone while they are open, preventing other programs from using it. 

Ensure all programs that require microphone permissions are using a different microphone or, ideally, are closed.

There is a unique case where Zoom (versions earlier than 5.9.3) will retain ownership of your microphone even if you have closed it. 

To resolve this, update Zoom to version 5.9.3 or higher.