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Error messages and what they mean
Find the message you see in X-ray Pro VR, RadSafe VR or BirthWise VR, what it means and how to fix it.
Find the message or problem you see, then follow the fix. These apply to X-ray Pro VR, RadSafe VR and BirthWise VR unless a row says otherwise.
Tip: press Ctrl + F (Windows) or Cmd + F (Mac) and type a word from your message to jump to it.
On your computer or in the Web Portal
| What you see | What it means | What to do |
|---|---|---|
| "Simulation not installed on your device. Please contact your learning provider for support." X-ray Pro VR and RadSafe VR Desktop | The app is not installed on this computer, or this device cannot run it (phone, iPad, tablet, Chromebook). | Install the app on this computer. Simulation not installed on your device |
| Downloads says you do not have access, or no simulations are listed | Your licence or course is not active yet, or has ended. | Contact your instructor or institution. They manage your licence. |
| An error about VR mode after clicking Launch VR simulation | No headset is connected and running on this PC. | On a laptop or computer with no headset, click Launch 2D simulation. Using a headset? Connect it first: Using a VR headset with a PC. |
| The simulation opens on the monitor, not in the headset | You clicked Launch 2D simulation. | Click Launch VR simulation instead. |
| The portal log-in is stuck on a spinning wheel | Old browser cookies. | Portal log-in stuck loading |
| "Action expired. Please start again" | Your password reset link has expired. | Request one new reset and use the email straight away. Password reset |
| Your password stops working after several tries | Your account is locked after too many attempts in a short time. This is a security feature that protects your account from someone guessing your password. | Stop trying and wait one full hour. Any attempt during that hour, including a password reset, starts the hour again. Then try once, carefully. My account is locked |
| "There was a problem communicating with the server, please try again later." | No internet connection, or the wrong email or password. | Check your internet connection, then your email and password. Reset your password if you are unsure. |
In the headset
| What you see | What it means | What to do |
|---|---|---|
| Asked for a "PIN" or a code Standalone headsets | This is the Using another device login code. | Type the code into Device Login in the Web Portal on your phone or computer. Login options |
| "Failed to load IL2CPP" | The app did not load properly. | Headset: restart it. If that fails, uninstall the app and restart the headset. Computer: reinstall from Downloads in the Web Portal. |
| The simulation is missing from the headset Library X-ray Pro VR and RadSafe VR standalone | It has not been assigned to your headset yet, or the headset needs a restart. | Restart the headset. Still missing? Contact your instructor or institution. Using your own Quest? It must be connected to a PC: Using a VR headset with a PC. Also see Why can't I find your app on the Meta store? |
| "Failed to install applications. Something went wrong while provisioning this device." Standalone headsets | A set-up problem with the headset in your institution's Meta organisation. It is not a Virtual Medical Coaching fault. | Contact whoever manages the headset (your instructor or institution IT). |
| Controllers work in the headset home screen but not in the simulation | Floor level or boundary not set. On a PC, the VR runtime setting. | Redo floor level and boundary. Meta Quest on a PC: set Meta Horizon Link as the OpenXR runtime (Using a VR headset with a PC). SteamVR headsets: Controllers not working. |
| "Software not vetted by Meta" Meta Quest on a PC | Unknown Sources is turned off in the Meta Horizon Link app on the PC. | Turn it on: Using a VR headset with a PC, Part 1. |
| Distances show in centimetres but you need inches Meta Quest | The headset language is not set to English (US). | Set the headset language to English (US), then restart the app. Metric or imperial units |
Your message is not listed, or the fix did not work?
- Ask the chatbot: the Ask me anything box, bottom right of any Help Center page.
- Still stuck? Submit a help ticket.
Help us fix it first time. A ticket that only says "it's not working" doesn't tell us what has gone wrong, so we can't fix it. We'll have to write back and ask for details, which slows everything down. Please include:
- which simulation (X-ray Pro VR, RadSafe VR or BirthWise VR)
- your device: computer make and model, or headset model
- the exact message, word for word, or a screenshot or photo of it
- what you did, step by step, before it appeared
- if on a PC, your log files