Troubleshooting Guides

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Team member: How do I become the primary contact of a project?

Team member: How do I become a team member of a project?

Team member: How do I remove myself as a resource of a company?

Team member: What happens when I am removed from or remove myself from a project?

Team member: What if I forget my account password?

Team member: What if I can't log in?

Team member: How do I update my personal information?

Team member: How do I change my account password?

Team member: What are projects?

Team member: How do I create a project?

Team member: How do I open a project?

Team member: Can I cancel a project?

Team member: Can I invite a policyholder to a project?

Team member: How do I change the status of a project?

Team member: Why should I change the status of a project?

Team member: What is the Project Library?

Team member: How do I search for a project in my Project Library?

Team member: How do I filter projects in my Project Library?

Team member: How do I reset my Project Library view?

Team member: How do I start a live call?

Team member: What do I do if the policyholder isn't receiving the invitation to participate in a collaboration?

Team member: How long can a live call last?

Team member: Can the live call participant take pictures during the call?

Team member: What if I don't get any videos or snapshots from a live call?

Team member: How do I use Viewer Chat?

Team member: What are viewers?

Team member: How do I invite viewers to join a live call?

Team member: How do I know if there are connection problems during a live call?

Team member: How do I remove viewers from a live call session?

Team member: Can live call participants record videos during the call?

Team member: How do invitees know when to join a live call?

Team member: Add, edit, and delete room or item measurements

Team member: How do I take a measurement using the Measure tool?

Team member: How do I take a snapshot of a measurement I am taking?

Team member: How do I take a video of measurements I am taking?

Team member: How do I change the unit of measure that is being used in the Measure tool?

Team member: How do I know if I can use the Measure tool?

Team member: What is the Measure tool?

Team member: How do I exit the Measure tool?

Team member: How do I know if a device used for a video collaboration live call is AR-compatible?

Team member: What if I mark a wrong point?

Team member: How do I open the Measure tool?

Team member: Why are my video collaboration buttons disabled?

Team member: What types of files can I upload?

Team member: How do I view files?

Team member: Who gets to see project files?

Team member: What does filtering project files do?

Team member: How do I filter files?

Team member: How do I add files to a project?

Team member: How do I know when someone adds a file to a project?

Team member: How do I share project files?

Team member: How do I download files?

Team member: How do I know when and where media was captured?

Team member: How do I take a snapshot of an image while I’m looking at it?

Team member: What information is included with snapshots taken from images?

Team member: How do I capture a snapshot from an uploaded video while I am watching it?

Team member: What information is included with snapshots taken from videos?

Team member: How do I create a media sheet?

Team member: What happens to files when a project is archived?

Team member: How do I create a label?

Team member: How do I apply a label to a file?

Team member: How do I edit a label?

Team member: How do I remove a label from a file?

Team member: How do I delete a label?

Team member: How do I share or unshare a file label?

Team member: What does a privacy check do?

Team member: How do I send messages?

Team member: How do I know if someone sends me a message?

Team member: How do I reply to a message?

Team member: Who can see project messages?

Team member: What happens to messages when the project is marked complete or archived?

Team member: What are in-app notifications?

Team member: How do I choose the types of notifications I want to see in the portal?

Team member: How do I see my notification history?

Team member: How do I clear my in-app notification folder?

Team member: What is the shared calendar?

Team member: How do I add an event to the shared calendar?

Team member: How do I see event details?

Team member: How do I open the shared calendar?

Team member: How do I edit an event in the shared calendar?

Team member: How do I add an event from the shared calendar to my personal calendar?

Team member: How do I delete an event from the calendar?

Team member: Can I assign a task to myself?

Team member: How do I unassign tasks?

Team member: Who can see submitted task information?

Team member: Where do I find submitted task information?

Team member: What information is included in the submitted task PDF?

Team member: How do I assign a task?

Primary contact: How are primary contacts different from other team members?

Primary contact: How do I know if an invoice has been processed?

Primary contact: How do I save a conversation made of multiple messages?

Primary contact: How do I keep track of users who accept legal terms?

Primary contact: How do I change the project's primary contact?

Primary contact: What are project resources?

Primary contact: How do I add team members?

Primary contact: How do I give a team member full rights to a project without making them the primary contact?

Primary contact: How do I hide a team member?

Primary contact: How do I make a hidden team member visible to a policyholder?

Primary contact: How do I remove a team member from a project?

Primary contact: When can I hide or unhide team members from the policyholder's view?

Primary contact: How do I accept someone's request to become a team member of a project?

Primary contact: How do I know if team members are visible to policyholders?

Primary contact: How do I reject someone's request to become a team member of a project?

Primary contact: How do I inform a team member removed from a project that they have been re-added?

Primary contact: How do I revoke a team member's full rights to a project?

Primary contact: How can hidden team members participate in a project?

Primary contact: How do I invite a policyholder to a project?

Primary contact: What should I do if my policyholder doesn't respond to my invitation to use OneXperience?

Primary contact: How do I edit my policyholder's information?

Primary contact: What are policyholder preferences?

Primary contact: When should I edit my policyholder's preferences?

Primary contact: How do I know if a hazard recognition check has been run?

Primary contact: Who gets to see hazard recognition scan results?

Primary contact: How does submitting feedback benefit my policyholder?

Primary contact: What is Hazard Recognition?

Primary contact: What are some examples of the hazards that the Hazard Recognition feature currently looks for?

Primary contact: Where do I find hazard recognition results?

Primary contact: How do I provide feedback about missing or incorrectly identified hazards?

Primary contact: How does submitting feedback benefit my company?

Primary contact: How do I know if potential hazards are missing or incorrect?

Primary contact: How do I know if images have been flagged?

Primary contact: Why am I seeing alerts in an image’s File Details drawer?

Primary contact: How do I know why an image was flagged?

LightSpeed FireLine reports

360Value®

Team member: Request LightSpeed Roof Age report

Team member: When should I submit changes to a personal property inventory?

Team member: How do I find a specific item in a personal property inventory?

Team member: How do I submit changes to a personal property inventory?

Team member: What are Personal Property Sheets?

Team member: How do I know when a policyholder changes their personal preferences?

What's New in OneXperience

Team member: OneXperience tutorials and training

Policyholder: How do I join my project?

Policyholder: Why can't I log in?

Policyholder: What if I can't remember my password?

Policyholder: How do I change my account password?

Policyholder: How do I change my account email address (Xactware ID)?

Policyholder: How do I add or change my personal information?

Policyholder: What are the benefits of setting my policy preferences?

Policyholder: How do I let my team know how and when to contact me?

Policyholder: How do I edit my personal preferences?

Policyholder: Why are my video collaboration buttons disabled?

Policyholder: How do I take a measurement using the Measure tool?

Policyholder: How do I exit the Measure tool?

Policyholder: How do I take a video of measurements I am taking?

Policyholder: Can I take pictures during the call?

Policyholder: How do I open the Measure tool?

Policyholder: How do I know if a device used for a live call is AR-compatible?

Policyholder: How do I know if I can use the Measure tool?

Policyholder: How do I take a snapshot of a measurement I am taking?

Policyholder: What is the Measure tool?

Policyholder: What if I mark a wrong point?

Policyholder: What if I don't get any videos or snapshots from a live call?

Policyholder: How long can a live call last?

Policyholder: What types of files can I upload to my project?

Policyholder: Who gets to see files in my project?

Policyholder: How do I see the files in my project?

Policyholder: How do I see the details of a file?

Policyholder: How do I add files to a project?

Policyholder: How do I share files in my project?

Policyholder: How do I take a snapshot of a video while I’m watching it?

Policyholder: What information is included with snapshots taken from videos?

Policyholder: How do I take a snapshot of an image while I’m looking at it?

Policyholder: What information is included with snapshots taken from photos?

Policyholder: How do I know when and where project media was captured?

Policyholder: How do I download files?

Policyholder: How do I remove files from my project?

Policyholder: What happens to the files in my project if it is marked complete or archived?

Policyholder: What does filtering project files do?

Policyholder: How do I filter files?

Policyholder: How do I know when someone adds a file to my project?

Policyholder: How do I create a label?

Policyholder: How do I delete a label?

Policyholder: How do I remove a label from a file?

Policyholder: How do I edit a label?

Policyholder: How do I share or unshare a file label?

Policyholder: How do I apply a label to a file?

Policyholder: How do I know if I have new messages in OneXperience?

Policyholder: Who gets to see the messages in my project?

Policyholder: How do I send messages?

Policyholder: How do I reply to a message?

Policyholder: What happens to messages if my project is finished and archived?

Policyholder: How do I let my insurance company know how I feel about the work being done on my project?

Policyholder: How do I choose who gets to see my current level of satisfaction?

Policyholder: How do I update my level of satisfaction if it changes?

Policyholder: How do I see my project team?

Policyholder: How do I find team members’ contact information?

Policyholder: What is the shared calendar?

Policyholder: How do I see event details?

Policyholder: How do I open the shared calendar?

Policyholder: How do I add an event to the shared calendar?

Policyholder: How do I edit events in the shared calendar?

Policyholder: How do I delete an event from the shared calendar?

Policyholder: How do I add an event from the shared calendar to my personal calendar?

Policyholder: How do I know when I can start working on a personal property task?

Policyholder: Can I attach an image file to a personal property item?

Policyholder: How do I add file attachments to my personal property items?

Policyholder: How do I know where file attachments were captured?

Policyholder: How do I edit inventory item details?

Policyholder: How do I know when changes are made to my personal property inventory?

Policyholder: How do I find items in my personal property inventory?

Policyholder: When should I submit changes to my personal property inventory?

Policyholder: How do I submit changes to my personal property inventory?

Policyholder: How do I complete a flagged item task?

Policyholder: How do I see the details of a flagged item?

Policyholder: How do I delete inventory items?

Policyholder: What are flagged items?

Policyholder: How do I know if I need to work on a flagged item?

Policyholder: How do I reset my flagged item filter settings?

Policyholder: How do I keep track of flagged items assigned to me?

Policyholder: How do I filter flagged items?

Policyholder: Who can see submitted task information?

Policyholder: Where do I find submitted task information?

Policyholder: What information is included in the submitted task PDF?

Policyholder: Where do I find the files uploaded as part of a task?

Policyholder: What are in-app notifications?

Policyholder: How do I access my notification history?

Policyholder: How do I clear my in-app notification folder?

Policyholder: OneXperience help articles and video tutorials

Administrator: What is accessibility?

Administrator: OneXperience accessibility statement

Administrator: How do I scan forms to see if they are accessible?

Administrator: What if I can't remember my account password?

Administrator: What are the system requirements for OneXperience?

Administrator: How do I update my personal information?

Administrator: How do I change my account password?

Administrator: Instance Information

Administrator: I didn’t change the status of my project. Why is it inactive?

Administrator: What is a reactivation fee?

Administrator: What kinds of activity will reactivate an instance?

Administrator: Am I billed for inactive instances?

Administrator: How do I reactivate a project?

Administrator: How do I add my company's logo to my company's OneXperience-hosted website?

Administrator: How do I set the color scheme for my company's OneXperience-hosted site?

Administrator: How do I hide the shared calendar feature?

Administrator: How do I prevent project participants from sending messages through OneXperience?

Administrator: How do I let policyholders and team members access live calls via the web?

Administrator: How do I choose the video collaboration options that project participants can use?

Administrator: How to I prevent policyholders from being invited to a OneXperience project?

Administrator: What options can I make available to policyholders and team members?

Administrator: How do I hide the Policyholder Preferences feature?

Administrator: What is 360Value?

Administrator: How does 360Value benefit me?

Administrator: Who do I contact to set up a 360Value contract?

Administrator: How do I have 360Value set up for me to use in my OneXperience instance?

Administrator: How do I track who made a version change?

Administrator: If customers have 360Value®-specific questions, what are their help options?

Administrator: Do a customer’s profile settings and custom dev appear and function in OneXperience the same way they do in 360Value®?

Administrator: Aerial Imagery reports

Administrator: Enable Roof Age reports

Administrator: FireLine reports

Administrator: What are some examples of the hazards that the Hazard Recognition feature currently looks for?

Administrator: Where do I find hazard recognition results?

Administrator: How does submitting feedback benefit my policyholder?

Administrator: What is Hazard Recognition?

Administrator: How do I use the Hazard Recognition feature?

Administrator: How does submitting feedback benefit my company?

Administrator: Who gets to see hazard recognition scan results?

Administrator: How do I provide feedback about missing or incorrectly identified hazards?

Administrator: How do I know if potential hazards are missing or incorrect?

Administrator: Why can’t I turn on the Hazard Recognition feature in the Settings module?

Administrator: How do I know if a hazard recognition check has been run?

Administrator: What is the Image Analytics service?

Administrator: What does Image Analytics check?

Administrator: How do I know if images have been flagged?

Administrator: How do I know why an image was flagged?

Administrator: How do I enable Image Analytics?

Administrator: What are services?

Administrator: Enable SFTP export

Administrator: What are resources?

Administrator: How do I know which resources haven't responded to their invitations?

Administrator: How do I add resources?

Administrator: How do I assign or edit resource roles?

Administrator: How do I remove a resource?

Administrator: What are teams and why should I use them?

Administrator: How do I edit a team?

Administrator: How do I delete a team?

Administrator: How do I customize a notification template?

Administrator: How do I revert to a default notification template?

Administrator: How do I save copies of emails sent to project participants?

Administrator: Project email

Administrator: How do I create notification signatures?

Administrator: How many signatures can I create?

Administrator: How many signatures can be used for a project?

Administrator: How do I require signatures on notifications?

Administrator: What happens if I don't want to use a signature?

Administrator: How do I edit signatures?

Administrator: How do I delete a signature?

Administrator: Can I use the Fraud Agreement option?

Administrator: How do I track users who accept legal agreements?

Administrator: Can I disable the fraud agreement requirement?

Administrator: How do I make sure mobile app users agree to the Important Information?

Administrator: Reports

Administrator: How do I run a report?

Administrator: How do I access a report I requested?

Administrator: How do I know if an invoice has been processed?

Administrator: What is an API?

Administrator: What if I can’t find or remember the API key?

Administrator: Why would I need an API key and username?

Administrator: Who uses the username and API key?

Administrator: How do I generate a username and API key?

Administrator: Where can my developers find a list of available APIs and documentation to implement them?

Administrator: Start using the Business Rules feature

Administrator: Add, edit, archive, and delete business rules

Administrator: Create, edit, and delete rule sets

Administrator: Export, execute, and delete recommendations

Administrator: How do I see available tasks?

Administrator: Who can assign a task?

Administrator: Who can see submitted task information?

Administrator: Where do I find files uploaded as part of a task?

Administrator: What information is available in the Custom Tasks Assigned tab?

Administrator: How do I set up automatic reminders to be sent when task assignees don't complete a task?

Administrator: What is automated task assignment?

Administrator: What options are there for task assignment automation?

Administrator: How do I enable task assignment automation for a task?

Administrator: What is an automatic trigger?

Administrator: How do I set up automatic reminders to be sent when task assignees don't complete a task?

Administrator: How do I create a form?

Administrator: How do I duplicate a form?

Administrator: How do I see when a form was last modified?

Administrator: How do I see who last modified the form?

Administrator: How do I see when a form was last published?

Administrator: How do I delete a form?

Administrator: How can I find out what forms are available?

Administrator: How do I see what task is associated with a form?

Administrator: How do I see if a form is published?

Administrator: How do I revert to the previous version of a form?

Administrator: What do I need to know about adding a room shape question to a form?

Administrator: How do I preview a form?

Administrator: What does it mean when a form is compliant with Web Content Accessibility Guidelines (WCAG)?

Administrator: What are some of the best practices to use to make forms Web Content Accessibility Guidelines- (WCAG-) compliant?

Administrator: Are any form templates already Web Content Accessibility Guidelines- (WCAG-) compliant?

Administrator: OneXperience training and tutorials

Administrator: Carrier letters

Troubleshooting Video Collaboration Live Call Issues

All Products > Troubleshooting Guides

2 articles

Log in errors

Login error: You have reached the maximum number of login attempts The error "You have reached the maximum number of login attempts." appears if the user account has been locked. Reach out to your in…

Updated 3 weeks ago by Jennifer B.

Troubleshooting Video Collaboration Live Call Issues

Video Collaborator Initiating a Live Call Issue Possible Causes Solutions Cannot hear the call participant or audio suddenly drops Change in the bandwidth. Click the refresh button [ ] at the bottom…

Updated 4 years ago by Jennifer B.