Mobile Subject Connection Troubleshooting (2.0)

The best way to troubleshoot from the Subject's side is to re-establish connection to the Session. Follow the steps below to help troubleshoot any issues you, the Subject, might be having within the Session, including upload issues or other features behaving unexpectedly.

Check Your Internet Connection

If your device shows a connection of less than 3Mb/s, verify that you are connected to Wi-Fi and not LTE data. Typically Wi-Fi is faster but you can film on LTE data!

To switch from Wi-Fi to LTE data or vice versa, go into the phone’s Settings and click Wi-Fi. From there, you can switch network connections or turn off Wi-Fi to use data.

Exit the Session Room

Click on the Leave Session button in the bottom right corner of the Mobile device’s screen. Click Yes to exit the Session Room.

Log out of the Session

After you exit the Session, you’ll be in the Session’s waiting area.

Click the 3 lines at the top left corner to access the Session menu and select Logout.

Click Yes to logout of the Session entirely.

You will then be brought back to the main page of the OpenReel Capture app, where you can enter a Session ID. You can re-enter the Session, establishing a new connection. If this doesn’t solve the issue, continue with the following steps. 

Force Quit OpenReel Capture

Force-quit the app to clear the app’s cache and establish a brand new connection to the platform.

Here are great videos on how to Force Quit your mobile apps:
iOS
Android

Sign Back Into The Session

Once all of those steps are done you can sign back into the Session using the Session ID that the Director originally provided to you. Once you have signed back into the Session, you will be able to upload any video files that have not yet been uploaded, and use any features that may not have been previously functioning as expected. 

Remember!

You can always check the OpenReel Status Page for real-time updates on the status of our platform, as well as any new updates we release in the future!

Have Questions? Here's how to reach us:

• Email support@openreel.com
• Call 888.239.5202 x2
• Website Chat on openreel.com or helpcenter.openreel.com. Our Live Chat function is located in the lower right corner!