Support & FAQ

Support & FAQ

Do you want to contact our support team? Do you have questions about our offers and services? Find here all the answers to your questions.

Discover our video tutorials

Trainer's Tutorial N°1 - How to customize your campus?

Trainer's Tutorial N°2 - First steps on the application

Trainer's Tutorial N°3 - First steps in the virtual campus

Trainer's Tutorial N°4 - Menu & Settings

Trainer's Tutorial N°5 - Help & Map

Trainer's Tutorial N°6 - How to display a PDF file on a room screen?

Trainer's Tutorial N°7 - How to run a poll & display its results?

Trainer's Tutorial N°8 - Discover the different rooms

Online help

For any problems or difficulties, please contact our Custom Success Manager via our live chat or by email.
Our customer support is available from 9 am to 6 pm from Monday to Friday (French time zone):

For any demo requests by videoconference or to contact our Key Account Managers:

All Equipment Software Workshop App Support General Sound Hub HTC VIVE Focus 3 Installation

Virtual reality headsets are available for purchase at many retailers.

You can contact us directly or our reseller partner Matts Digital.

To use a VR headset, your computer must meet the following minimum system requirements:

  • GPU: GeForce GTX 1060 or higher
  • GPU HTC Vive Pro : NVIDIA GeForce GTX 1070 or higher
  • CPU : Intel Core i5-7300HQ or higher
  • System Memory : 8 Go RAM or higher
  • Video Output : HDMI 1.4 (x1)
  • Ports : USB 3.0 (x3)

(Source NVIDIA :

Check the status of the headset's diode
  • If the diode is off, try connecting the link box to a different power outlet.         
  • If the diode is weak green, the headset is in standby mode. Activate it by moving the headset or starting a VR app.         
  • If the LED is red, check for a cable connection or driver error.         

For more information, you can read this SteamVR Troubleshooting article.          

Reboot the headset
  • From your computer, open the SteamVR app.         
  • Right click on :
  • Click on Restart Headset.         
  • Wait until the headset has finished restarting.
Check the wire connections
  • Make sure that your cable connections are securely fastened at both ends.
  • Check that the appropriate cables are connected to the corresponding side of the link box (the orange cables must be connected to the side with the orange trim).
  • Connect all video output cables to the same graphics card. Do not connect the video output cables to the ports on the motherboard.
  • If available, try a different type of video output (for example, changing HDMI to DisplayPort) from the graphics card to the link box.
  • Try connecting to a USB port. If you are using USB 3.0, switch to a USB 2.0 port to see if this solves the problem.
Restart the link box
  1. Close all Steam apps on your computer, including the SteamVR app.
  2. Disconnect the power cable and USB cable on the PC side (without the orange trim) from the link box.
  3. Wait a few seconds and then reconnect the power cable and USB cable. On your computer, you may see a notification that the drivers are being installed. Wait until the installation is complete.
  4. To verify that VIVE hardware is detected, restart SteamVR on your computer.

Restart the application and Steam VR or Windows Mixed Reality.

If this doesn't solve your problems you can go to the Steam and Microsoft pages dedicated to VR bug fixes.

Steam VR must be installed regardless of the VR PC headset used (HTC, Windows Mixed Reality....)

Turn off the controller and right-click on the flashing symbol and then click on "identify"

It is possible that you have taken the left controller in your right hand. Change your hand levers, making sure to put the straps back on.

Yes, this grid corresponds to the surface that you set up when you installed your helmet. This allows you to see the extent of the area in which you will be able to move freely once the helmet is put on your head. Moving beyond this grid may result in collisions with furniture, people, or walls.

Try to stay in the center of the RV area as much as possible. If the grid appears permanently, redo the room settings.

  • If by turning on yourself you see a menu. You pressed the on/off button or a joystick by mistake. Push once (or twice) on it. This will close the menu and you can return to the exercise.
  • If you do not see a menu, it is possible that the headset has moved in your head. Adjust the helmet so that it is well in front of your eyes. Feel free to tighten the helmet to prevent this from happening again.

Check that the headset is properly positioned and properly adjusted on your head. For optimal visibility, it is necessary to properly position the screen in front of your eyes. If the headset is not tight enough (drooping) or if it is badly positioned, the headset is not in front of your eyes; be especially careful with people who have a bun/ponytail.

You have certainly put your head through a closet or a wall of the simulation, take a few steps back to regain the vision of the environment.

You need to redo the calibration. To do this, close the exercise and re-calibrate the chair according to the calibration instructions in the workshops.

Most of the time it is enough to restart Steam VR (and/or Windows Mixed Reality, if necessary). If the problem persists, check that all the cables are well connected and that no cable is damaged. You can also contact our support team.

Overheating of the helmet can lead to loss of position and jerky vision. Remember to close Steam VR (and Windows Mixed Reality if applicable) when not using the simulation.

  • HTC helmet: Check that nothing is in front of the sensors, that the sun's rays do not conflict with the sensors, that the trainee is not outside the play area. Do not install two sets of sensors (4 in total) in the same room; the two sets will conflict.
  • Windows Mixed Reality Headset: Make sure the room is well illuminated, that the learner is not outside the play area and that no one is in the proximity of the user. If you are surrounded by transparent elements (glass, windows, etc.), try to cover them to make them opaque.


If you change the layout of the room (add a chair, bags on the floor...) after setting up your helmet, it may lose its position in the space.

You need to change the audio output device. To do this, click on the sound icon at the bottom right of your screen.

Then click on the small arrow in the top right corner of the window that opened. You can then choose the desired audio output device.

Yes, as the hub is a collaborative work platform, yet is necessary to have an internet connection to connect to the campus. However, if you have the eSafety Workshop package, you have access to all the workshops offline.

Headset and controllers

Wash your hands before using headsets and handling shared equipment. Use nitrile gloves for cleaning and discard them after each use. Between cleanings, wash your hands thoroughly or use a disinfectant gel.

Clean equipment between uses with non-abrasive antibacterial wipes.

For units that do not have wipeable face interfaces, use VR headset face shields while following the same cleaning guidelines as above between uses.

Headset Lenses

Use a dry microfiber optical lens cloth to clean the lenses on your headset. Do not use liquid, alcohol-based or chemical cleaners.

Note: Alcohol-based cloths should not be used on the lenses as they may damage them. Alcohol-based wipes should only be used on other components of the headset. Use them with care.

Virtual Reality allows you to be immersed in a virtual environment created in 3D. With the help of a virtual reality headset and controllers, you can interact with the environment.

There is also what is called 360°, not to be confused with VR. This one does not offer any interaction with the environment. The experience places the user as a spectator of the scene, without being able to move around. This medium is accessible via VR headset, phone, or computer.

The room, identified with its ID code, is a space separate from the rest of the hub in which you can watch a movie, give a lecture or practice a training session.

Augmented Reality superimposes virtual elements on a real environment using a telephone or connected glasses equipped with one or more cameras. Augmented Reality applies this "filter" over reality at the same time as you film the scene. Not to be confused with video post-production which will add virtual effects after the video has been recorded.

The hub is a collaborative work platform. You can meet with your colleagues in an environment conducive to working, learning and sharing knowledge.

An avatar is a virtual alter-ego. It will represent you as a person in the game. You can customize it to your image.

Extended Reality is the term for the different forms of immersive realities such as VR, AR or MR (Mixed reality, which makes AR and VR work at the same time).

Please refer to the official Microsoft website. The various problems encountered will be listed on this page.

User: He can watch his own videos from the catalog offered in the cinema.He can attend a conference or training. He can launch workshops and finally, create an office.

Trainer: He can add and delete videos in the cinema. He can also get on the stage and speak in the conference room. He can create training and conference rooms.


Trainer and user rights + He can manage the different exercises, the name of the hub and its colors.

  • Access the Steam VR menu in the upper left corner by clicking on :
  • Settings > Audio.
  • Click the Audio Mirror On/Off switch to turn it on.
  • From the drop-down list, choose the device to which you want the audio to be duplicated.


You need to follow these steps:

  • Create an account and connect to the website
  • Click on the Immersive Factory icon in the top right corner of your screen. This will take you to your account profile.
  • Then click on the "Download Hub" button at the top of your screen.

To move around in the hub, simply use the left click of your mouse. Point your avatar in the desired direction and then click. This will have the effect of teleporting you in the chosen direction.

Teleportation is possible when a green mark appears on the ground. You can manage the distance at which you teleport by holding the right click and aiming at the ground.

If the mark does not appear, it is not possible for you to move.

Warning: The movement is disabled when you are in the hub menu (after right-clicking, a gray bar appears at the bottom of your screen). To leave the menu and make the movement available again, you have to right-click.

Make sure that you have a connected and working microphone on your computer. The hub will automatically use the default recording device. (For more information see the Microsoft pages on microphone setup and troubleshooting).

If the microphone logo at the bottom center of your screen is white, your microphone is activated. If it is red and crossed out, you need to activate it.

To activate the microphone in the Hub, simply right click to open the menu and then click on the microphone icon which will change color to white, this means that your microphone is activated.

To know if your microphone is working, when it records and retransmits noise, the microphone icon is highlighted in yellow.

Once you are logged in, follow these steps:

  • Open the menu: right click
  • Opening the options menu: click on the option icon (the gear).
  • Editing the avatar: click on "edit my avatar".
  • Once finished, click on the "OK!" button in the top right corner of your screen.

You have two possibilities:

  • Communicate the ID code of the room
  • Invite your colleague using his email address

Here are the steps to retrieve the ID code :

  • Opening the menu: right click
  • Opening the options menu: click on the option icon (the gear).
  • Copy the room ID code - click on the ID.

Here are the steps to invite a colleague:

  • Open the menu: right click
  • Opening the options menu: click on the option icon (the gear).
  • Click on "Invite a person".
  • Enter the email of the colleague to invite.

You can get to a colleague in two ways :

  • via the ID code
  • via invitation

Here are the steps to use the ID code :

From the first page of the application

  • Once the hub is open you will have a space at the bottom of your screen where you can enter the ID code that your colleague has given you.
  • Click on "Join a room".

From the hub

  • Opening the menu: right click
  • Opening the options menu: click on the option icon (the gear).
  • Click on "Join a room".
  • Paste the ID code that your colleague sent you.

Here are the steps to join by invitation:

From the hub

  • Opening the menu: right click
  • Opening the notification pane: click on the notification icon (bell) in the bottom right corner.
  • Click on "Join".

Attention: You will be able to join your colleague if you have the rights to join the room he is in.

It depends on where you are in the room. When you sit facing the screen the ambient noise is turned off so you can watch and listen to the video without being disturbed.

The choice of the video is yours, which means that every user who is in the cinema will be able to watch a video without others seeing it. This allows different users to watch different videos at their own pace.

Speaking rights in the conference room are restricted to certain roles in order to avoid parasitic noise and to allow a better listening of the subject being presented.

Only organizers and trainers can speak and present documents in this room.

When opening the hub, if you are confronted with an infinite load, it is possible that your network environment is blocking access to the hub.

To correct this problem, please contact our support to find out how to proceed.

If you encounter a problem in the hub, you should contact support:

  • Access the SfMicrolauncher application (it opens at the same time as the hub).
  • Microlauncher menu: click on the "Gear" icon.
  • Then click on "Help": specify the object in the ticket.

For any other request

  • You can contact us via the "online chat" icon on
  • You can send an email to our "customer success" department

The workshops present on the hub are chosen by the organizer from the Immersive Factory catalog.

The management of these workshops is accessible via this page, provided you have the required rights.

Each workshop can be used up to three times in one day by each user.

It is up to the organizer to choose the number of available uses.

If you no longer have access to the workshops, there are several possibilities:

  • Your organizer has decided not to make it available anymore.
  • You have already used up your daily usage quota
  • The year was removed from the catalog

The recommended configuration is as follows:

  • GPU: Integrated
  • CPU: i5 6th generation
  • System Memory: 8 GB RAM or more
  • HDD: 500 MB free space

You may have turned off the sound from the hub.

To turn the sound back on, follow these steps:

  • Open the menu: right click
  • Opening the options menu: click on the option icon (the gear).*
  • The speaker icon should be crossed out and in red as above. Click on the icon to reactivate the sound.

If the icon is not crossed out and red it is most likely a problem coming from windows. We then invite you to go to the microsoft website at this address in order to troubleshoot.

Connect your VR headset to your computer and launch the Immersive-hub application.

Make sure you have installed SteamVR on your PC beforehand.

The hub can be accessed from a computer, tablet windows, a VR headset PC.

It may be that when you lose the internet briefly, the hub has figured out that you are connected. To solve the problem please restart the hub.

If this doesn't fix your problem, please contact support who can help you further.

To invite employees to join you on your virtual campus, log in to your account:

  • Click on the "Immersive Factory" icon in the top right corner of your screen. This will take you to your account profile.
  • Go to the "Account" section by accessing the menu on the left side of your screen.
  • By scrolling down a little on the page you will arrive on the space that allows you to manage the access to your space. You can add new collaborators as well as manage the roles of each one (Organizer, Trainer, User).

Pour inviter des collaborateurs à vous rejoindre sur votre hub, connectez-vous à votre compte:

  • Cliquez sur l'icône “Immersive Factory” en haut à droite de votre écran. Cela vous mènera au profil de votre compte.
  • Rendez-vous suite dans la partie “Compte” en accédant au menu sur la gauche de votre écran.
  • En descendant un peu sur la page vous arriverez sur l’espace qui vous permet de créer le vôtre. En invitant d’autres membres, l’évènement se retrouvera dans leur calendrier.

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