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 connecting through a link in a Learning Management System such as Blackboard, Moodle or Canvas.


If you have a 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 computers 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 3G. 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 proxy 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 and login

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

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 boarder authentication please follow the procedure below when connecting with iSee.

  1. Ensure system proxy settings are correct
  2. Establish boarder authentication following your organisations instruction
  3. Download and install iSee from www.iseevc.com.au
  4. Launch iSee
  5. Enter your iSee username and password
  6. Click on the Proxy button and check your organisations proxy details are correctly entered
  7. Return to login page by pressing the Login button and click the main Login button

This occurs for any application which is not distributed via the Apple App store, more info here. This is a feature of Gatekeeper on OS X from 10.7.5 on.


To proceed and install iSee simply:

In Finder, right click or Control-click on the installer in the downloads folder and then Select Open from the top of contextual menu that appears

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.

  • Please ensure that the correct microphone device has been selected from the “Choose Mic” drop down list.
  • Ensure that your microphone is not muted. Many headsets have a mute switch on the lead that may have accidentally been turned on.
  • If you are sure that you have the correct microphone device selected and still do not see any activity in the “Mic Level” meter, please check your microphone device with an external audio application such as “Sound Recorder” for Windows computer or the “Input” tab under “Sound” in “System Preferences” on a Mac computer.
  • On Mac computers, go to System Preferences -> Sound to ensure that your microphone device and output device (Headset or Speakers) are the active devices. If not, please select them as the active devices and re-launch iSee.
  • You should not unplug or plug in audio devices while iSee is running. If you do, you must close and re-launch iSee.

Check the audio activity indicator in the top right hand corner. If your microphone is working correctly a green dot should appear beside the microphone symbol when you are talking. If the green dot is not appearing then no audio signal is being sent to iSee and there is an issue with your microphone setup - so try the following:


  • Check your microphone input is not muted - either on the headset itself (some headsets have a mute button) or in your computer audio settings
  • Check the microphone control in iSee (top bar) does not have a line through it which indicates that it is muted. To unmute click on the microphone icon. Muting may also be caused by going into 'push to talk' mode where a green microphone symbol will be present at the center bottom of the iSee window. This mode automatically mutes your microphone unless you click and hold down on the green microphone symbol or hold down the 'T' key on your keyboard. To get out of 'push to talk' mode click on the drop down menu at the top right of the iSee window and uncheck the 'push to talk' box.
  • Exit iSee and launch again, double check and test the correct microphone is selected in the iSee Audio and Video Configuration panel before pressing Save and Close
  • Check your computer microphone configuration via your system control panel

If the green dot is appearing beside your microphone but the person you are trying to talk to in iSee still can't hear you try the following:

  • Check with others using the chat that they haven't muted your audio
  • Check that their speakers/earphones are working properly by ringing the bell icon on their avatar or by selecting them in the users tab and giving them a 'tap on the shoulder' - this should give them a bell tone if their speakers/earphones are working properly
  • Some time packet loss during the initial entry into the environment causes issues for the spatial audio calculations and results in a loss of audio - to solve this move a long way away from others in the environment so that you are out of audio range and then come back. This will reset the spatial audio calculation and restore audio

It’s likely that one of the users in the iSee environment near to 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 select from the pull down menu at the top right of the iSee window. 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 have vision and can use the mouse.


To turn off accessibility mode use the tab key to select the menu icon in the top left corner of the iSee window. Press enter to open the menu and then scroll down to accessibility settings using the down arrow. Press enter to select accessibility settings and then scroll down the the accessibility mode check box using the down arrow and press enter to turn accessibility mode off. Once accessibilty mode is off you can navigate freely using the mouse and the screen reader will no longer be active.


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.

You have three options for moving around in iSee, using your mouse, using your keyboard (arrow keys or WASD) or using your trackpad.

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.

If there are a lot of people in the environment the name of the person you want to teleport to may not be visible. Please use your mouse scroll wheel or track-pad scroll gesture to scroll down the full list of users.

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 using the arrow keys or the mouse. 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.

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 top right corner of the iSee window.


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


If you have no white bars (only 3 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.

To protect users from accidentally uploading large files during a session that can cause bandwidth issues for people iSee limits file uploads from your local drive to boards at 5MB. If you would like to load a larger file on to a board, first upload it to your iSee cloud drive and then load it to the board by selecting Open -> 'From iSee drive...'  on the board menu.

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

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\iSee\output_log.txt 

This log is much larger and more detailed than the other logs. As such the output_log.txt 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 output_log. 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\iSee\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/Logs/Unity 

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. The client icon should be on your desktop and looks like

Desktop image

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 file are stored in the folders based on Unity version number (this is different to the iSee version number). If you are using iSee version 1.18 then you will see the folder 5.3.3f1, if you are using a later version of iSee e.g. 1.35 then you will see the folder 2017.4.25f1. You may have other folders with this format if you are using a more recent version of iSee, in the above example 2017.4.30f1 used by iSee 1.51. Folder of this format only store cached data and can be safely deleted.

You can safely delete folders 5.3.3f1, 2017.4.xx or 2019.4.xx.

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.