Troubleshooting

When creating a new agent, the agent doesn't receive the system’s email to create their password.

Check your junk folder and if it’s a Gmail account, check the Promotions folder. If it’s in neither folder, do a search in your email for “no-reply@vcheck24.com”. If you still can’t find it, it’s probably because of your firewall. Ask your IT if they can find the email and to whitelist "no-reply@vcheck24.com".

My new monitored individual is not receiving the SMS text link to download the VCheck24 app.  Please help!

Some phone providers have recently implemented SMS spam blocking filters on texts containing links.  No worries.  If you have entered a valid email address in the client's profile, he/she will also receive the link via email.  If they do not see it in their email inbox, ask them to check their spam or junk folder (sender email address is no-reply@vcheck24.com).  As an additional back-up, the primary agent will receive the link as well (which can be forwarded to the client). 

If the client doesn't receive any texts or emails from the system or the agent, they're both being blocked because it's an initial message containing a link. In this case, send them a text or email with a random message such as "Hello" and have them reply. After they reply you can copy and paste the link and send it to them that way. 

Our main office also has access to all enrollment links.  Feel free to contact us if you need help:  team@vcheck24.com

Agent is not receiving SMS alerts.

Verify that your phone number is correct and that you’ve entered a mobile number because office landline phones will not work.

Where can I change my AGENT ALERT settings?

In the web interface, while logged in, look to the top left of the screen and find the little silhouette of a person next to the VCheck24 logo.  Click on that icon and a slide-out will appear on the right side of the screen with your agent profile information.  Scroll to the bottom of that slide-out and you will find all of your Agent Notification settings.  Just be sure to hit SAVE once you're done modifying the settings.

When creating a zone, after entering an address the geofence can’t be toggled on.

Once you’ve entered the address you MUST to select the appropriate address in Google’s dropdown.

When enrolling a client, on the Client tab, after clicking “Save & Continue” it won’t go to the following page.

Check for a red prompt in each field: Make sure the DOB isn’t in the future, double-check phone number along with its country code, and ensure you’ve selected a Primary Agent and Supervision Type.

When editing a client profile, I would like to modify zone/curfew schedule/VCheck schedule without having a new enrollment link sent to the client (after you hit "Verify and Close" at the VERIFY step).

You can edit any of the client information on any tab (client info, zones, schedule) and when you click "Save and Continue" at the bottom of that tab, rest assured that those changes are now in effect.  You do not need to proceed all the way to the VERIFY tab.  You may simply navigate back to the Dashboard or Clients page.

When creating a zone, after entering an address it takes you to an incorrect location on the map.

When you enter in the address you’ll need to include the zip code.  If you feel you can manipulate the map to the particular geographic location on your own, you may do that, select Circle or Polygon (top right of the map) and create/draw your zone exactly where you would like.

The “Deactivate Client” or “Reactivate Client” link is missing.

Only the Primary Agent can deactivate or reactivate a client. Switch the Primary Agent to be yourself.  Alternatively, you may add a "monitoring end date" and set the date to today's date (if you want the client to be deactivated today) or a future date.  Then hit "Save and Continue" at the bottom of the client info tab and you're done.

You know that your client has been successfully enrolled, but you don’t see any GPS points on the map.

Click on “Clear Filters”.  Make sure the From and To dates are set to the current date.  You may also hit Refresh on your browser.

When you click on the link in the new agent invite email the web page shows up blank.

Right-click on the link, select “Copy link address”, and then paste this into your browser.

The VCheck video preview says “Video processing. Please check back later.”

First give it a few more minutes to process. If this message persists, let the client know that they need to keep the app open for a few minutes after they complete a VCheck.

My monitored individual's VChecks seem to be failing facial recognition a lot.  What can I do about that?

First, be sure and check that your monitored individual is performing the VCheck in accordance with the rules:  No hats or sunglasses, keep face squarely in the center of the video frame, speak loudly and clearly when stating name, location, and stating the CORRECT two random words. It is important that the client say the correct two words as the speech recognition feature (which runs in tandem with facial recognition) is checking that the client is repeating the right words.

​

Second, it may be possible that upon performing his/her enrollment VCheck, the lighting conditions were not ideal or the client otherwise was not positioned well or centered in the frame. Consequently, the image of the client captured in each subsequent VCheck is not matching with the images taken during enrollment. In any case, you may (at any time) reset the facial recognition reference images by navigating to that client's VChecks page and clicking the orange button to "Reset Facial Recognition Reference Image." This will prompt the client to perform an on-demand VCheck where they will want to be centered within the video frame during the entire VCheck. From this new re-enrollment VCheck, a series of images will be taken of the client from which all subsequent VCheck images will be matched against. It is important that this new re-enrollment VCheck is manually reviewed to ensure positive client ID.

The enrollment verification text code isn't being sent and the screen is stuck (will not progress to the verify info screen):

Ensure their operating system is up to date and then try each of these troubleshooting options one at a time until one of them works:

​

1. Navigate to the home screen, force close the VCheck24 app, and then go into texts and click on the enrollment link.
2. Restart phone and then go into texts and click on the enrollment link.

3. As the agent, you may go into the client profile, click on the gear icon and then click "Send Install Link". Then, on the client's phone, tap on the new install link that's texted to the client. 

4. Uninstall the app, restart phone, go directly to the Apple Store or Google Play, search for "VCheck24" and download the app. Once downloaded, do not open the app, instead go into texts and click on the enrollment link.
5. Uninstall the app, restart phone, copy the enrollment link from the automated email, and then send the link to the client's email.
6. Copy the enrollment link from the automated enrollment email and then text it to the client.
7. Uninstall the app, restart phone, and send a new enrollment text.

Client reports not receiving the VCheck notifications:

Ensure their operating system is up to date and then follow these instructions:

1. Unpair from any Bluetooth device (may need to fully disable Bluetooth)
2. Ensure that the phone's not in vibrate or silence mode
3. Disable Do Not Disturb mode
4. Androids: Press the volume button on the phone, tap on the 3 dots (or dropdown arrow), and ensure that the volume for Notifications is up
5. iPhones: Go to Settings, select "Notifications", select VCheck24, and change the Banner Style to be "Persistent"

6. Restart/Reboot the phone 

​

If none of those changes work, then have the client uninstall the app, restart the phone, and send a new enrollment link so that they can reinstall the app.

Breathalyzer won't Bluetooth connect to the VCheck24 app:

1. Go into the phone's settings and ensure that Bluetooth is enabled

2. If necessary, disconnect Bluetooth from any other device including smart watches

3. Do NOT perform a Bluetooth scan, but if the client does so then in their Bluetooth settings select BACtrack Mobile and tap on "Forget"

4. Reset Wi-Fi & Bluetooth Services, uninstall the app, restart their phone, and then send them a new enrollment link

5. Make sure that the breathalyzer is powered on - the blue light must be illuminated

6. Charge the breathalyzer

7. Restart the phone

8. Update the phone's operating system - the BACtrack Mobile is compatible with Android version 9+ and IOs version 13+
9. In the agent user interface, make sure that the BrAC Check Schedule tab is toggled on

There's an Error prompt when entering the verification code:

1. Double-check that the code won't be accepted

2. The client may have tapped on "Resend Code" multiple times, therefore sending multiple codes, so attempt to enter each code

3. Uninstall the app, restart phone, and resend the enrollment link

When enrolling a client with an iPhone, at the Motion & Fitness permission you're prompted to "Go to settings"

Follow these steps: Settings --> Privacy & Security --> Motion & Fitness --> Enable Fitness Tracking --> Additionally, if it shows VCheck24 on this screen then toggle it on --> Go to the home screen and open up the VCheck24 app and it'll let you continue to enroll

Tapping on the enrollment link sends the client to a VCheck24 webpage: 

Go directly to Google Play or the App Store and do a search for "VCheck24". Download and open the app, return to the text messages, and tap on the enrollment link again. (The client may need to first create a Google Play or App Store account before they'll be able to download the app). 

When performing a check-in the client's prompted to enable Background App Refresh:

Follow these steps: Settings --> General --> Background App Refresh --> Enable Background App Refresh --> Then on that screen find VCheck24 and make sure it's enabled

When performing the onboarding check-in the client can't get past the liveness detection: 

1. The client needs to makes sure there's plenty of light, place and hold their face in the oval, and blink a few times when it starts to flash the colors

2. Try a check-in after force closing and reopening the app

3. Restart the phone

4. Connect to Wi-Fi or enter an area with better cell signal

While performing a check-in the screen turns black: 

While doing the check-in, the client needs to tap on any blank space on their phone's screen a few times to prevent their screen saver from kicking in