FAQ

Some of our frequently asked questions

My video is not working. What can I do?

Make sure your video is plugged in and set up properly on your PC.

When prompted by your browser to access your microphone and camera, you must accept.

If you need to change the permissions or have clicked Block do the following: In Chrome, click the lock button next to the refresh button and allow access to camera and microphone.

Note that fruss.net cannot access your camera if it is currently used by another program and that you will not be able to access our platform without a working camera. Make sure to close all programs that have access to your camera and try again. If this does not solve the issue, restart your computer.

If none of these steps solved the issue, please check your browsers instructions for using your camera:

  1. Chrome Chrome Manage Camera Permissions
  2. Safari Safari Website Preferences
  3. Firefox Firefox Manage Camera Permissions

Also see Firewall and VPN issues

If you are still experiencing issues, you can contact our support online support.

How do I move around?

To move around in our virtual platform, you can choose to either use both the keyboard and mouse or just the mouse. If you choose to omit the keyboard, you can move around by simply double-clicking anywhere on the floor and watch as your avatar walks to that point. However, if you decide to use the keyboard, you will need to use the WASD keys. By pressing W and S your avatar will walk forwards and backwards respectively. By pressing A the avatar will turn left and by pressing D it will turn right. You can press and hold two keys at the same time. In both cases, to look around the world, click and drag the left mouse button anywhere on the scene.

If you would like to dance, you can do so by pressing the T button on your keyboard.

You can also browse points of interests in the bottom right menu, and launch an automatic walking movement after selecting a destination, by clicking the Footsteps icon. Shortly after, a window will pop up asking you if you would like to instantly jump to that specific location.

How do video calls work?

To video call another user, click on the video call button at the bottom right-hand corner of the screen.

From there, you can choose from the list whom you would like to call and click the video call button to initiate the call.

You can also click on the green icon above the person’s head in the virtual platform. If you’d like to add more people to the call, you can do so by following the same steps.

During a video call, users can hide or show their camera, as well as mute and unmute their microphone by clicking on the corresponding buttons on their video. Participants can also share their screens by clicking the rightmost button on their video. By clicking the full-screen button at the top right-hand corner of the screen, you can enter full-screen mode.

Firewall Requirements for Video

Add the following destination domains and the corresponding ports to the firewall whitelist:

.agora.io

.edge.agora.io

.agoraio.cn

.edge.agoraio.cn

Destination ports Port type Operation
80; 443; 3433; 4700 - 5000; 5668; 5669; 6080; 6443; 8667; 9667; 30011 - 30013 (for RTMP converter) TCP Allow
3478; 4700 - 5000 UDP Allow

Use the following link to test agora’s connection

https://webdemo.agora.io/agorawebrtctroubleshooting/

How do I invite someone to a video call?

There are two ways you can invite a user to a video call. One way is to walk up to a person in the virtual platform and click on the green video call button above their head. To show the button, you will first need to click on the person's profile picture. You can also browse users through the chat menu and send them an invitation to a video call by clicking the same video call icon in the chat pop-up window. The chat menu is located at bottom right-hand corner. The other user will then have an invitation notification displayed on their screen, which they can accept or refuse. If they accept, they will be added to your chat room.

For more information on how video calls work, click here.

How do I update my avatar?

You can update your avatar after logging in on fruss.net and joining a world. On the customization screen, click on Face and Take Photo. Simply position your face in front of your camera, within the shown outlines. If you are happy with your photo click on Ok. Otherwise, click Retry. Updating your avatar with a photo is entirely optional and you may also use the default head. Once you have updated your avatar picture, it will keep showing up on your avatar, even the next time you log in.

How do I change my avatar’s outfit?

You can browse our selection of clothes and outfits on the customization screen, right after logging into our online platform and joining a world. You can choose between multiple different tops, bottoms, shoes and outfits. The clothes and outfits are available in different colors and you can see what they would look like on your avatar, by clicking on them. You can go back to your original look at any time, by clicking Reset Changes. Once you are satisfied with your look, you can click Save and join event.

How do I search other users?

You can browse other participants who are currently present in the world, through the chat window. There is a quick search option, if you know the name of the person you are looking for.

How do I follow another user?

When clicking on other users, you will start walking in their direction. You may also follow other users by clicking the blue Follow button above the avatar's head. To show the button, you will first need to click on the person's profile picture. You can stop the initiated movement at any time by moving away from the generated path (blue line).

You may also launch the automatic walking mechanic through the chat window, by clicking on the Follow icon. If you do not already have a chat thread with the person you are trying to follow, you must first create one. Now that you have a chat window with that person and you can follow them by clicking on Follow in the menu located next to their name. While you are walking, a pop-up will appear asking you if you want to jump to the location of the person you are following. If you accept, your avatar will be moved to the position of that user and if you decline you will continue following the path until you reach them.

Why can’t I sign in?

If you encounter issues signing into our online platform via fruss.net, try to clear your browser’s browsing data. If that does not work, you can try signing in through a different web browser.

If these steps did not solve the issue, please contact our online support.

I can’t hear users during a voice chat. What can I do?

If your volume is turned up and you can't hear other users, you can check with them if they have not accidentally muted themselves, by clicking on their own microphone icon.

Please note that it could be an issue that is not related to our online platform, so please check that the sound is set up correctly on your laptop or computer.

If you keep encountering this issue, please contact our online support.

How do I add a user to a video call?

If you want to add additional users to a video call, you can click on the symbol located in the video chat window, showing a user symbol next to a plus sign. You can also walk up to a person in the virtual platform and click on the green video call icon above their head. To show the button, you will first need to click on the person's profile picture.

For more information on how video calls work, click here.

How do I mute a user?

You can mute users during a video conversation by clicking on the microphone icon underneath their displayed videos. You can unmute them at any time.

For more information on how video calls work, click here.

How do I join a group video call?

In order to join a video call, you must receive an invitation from that user. Or you can start a video call by clicking the video call icon and choose from the list whom you would like to call and click Create to initiate the call.

You can also click on the green icon above the person’s head in the virtual platform. If you’d like to add more people to the call, you can do so by following the same steps. For more information on how video calls work, click here.

How do I share my screen?

You can share your screen with other users while in a video call. Just click the screen share icon in the menu at the bottom of the screen.

For more information on how video calls work, click here.

How do I exit?

You can exit via the main menu located at the bottom right-hand corner of the screen, by clicking on the Exit icon displaying an arrow pointing toward the door. To join our world again, just visit fruss.net.

How do I mute my microphone?

You can mute your own microphone at any given time during a video conversation, by clicking the microphone icon located on the bottom left of your screen. You can unmute by clicking the same icon.

For more information on how video calls work, click here.

How do I update my personal information?

You can update your personal information via our website, on fruss.net , by visiting your profile. It is also possible to update your personal information by visiting your profile after joining our world, by clicking on the profile icon.

How do I locate points of interests?

We placed maps all around the environment so that you do not get lost. But you can also get an overview of all points of interests on our online platform by opening the bottom right menu. From there, you can read information about a point of interest. If you would like your avatar to go to a specific location without having to search for it, you can launch an automatic walking movement by clicking on the footprint icon.

For more information on points of interests, click here.

How do I interact with booths?

When you walk into a booth, you will be asked if you want to enter it. If you choose to do so, you will be transferred to that booth’s chat room. You will be able to walk around the booth as well as see and hear other users who are in the same booth and vice versa. In that sense, booths can be used as public chat rooms.

How do I look up information about other users?

You can browse users via the chat window. All attendees will be shown, including the ones that are unavailable to connect. You can gather information about a user in this menu.

How do I look up information about points of interests?

You can browse all points of interest in the according section of the main menu. After clicking on the point of interest icon, you will be able to view a list of all locations, as well as any additional information about this spot.

I can hear an echo during a video call meeting.

There are several reasons why there may be an echo during a video call. One reason could be that several participants are sitting in the same room, using multiple computers. The cause may also be a low-quality microphone, or background sounds, such as from a television. An easy solution to this issue is to toggle between mute and unmute on users during a video call.

Why don’t I get notifications?

If your chat notifications don’t get displayed correctly:

  1. Try to refresh your browser.
  2. If that didn't work, choose the user you are not receiving notifications from in the chat window.
  3. Click the three lines at the top of the chat window and choose notifications.
  1. In this window you can set if you receive notifications from this user.

If none of these steps were successful, please contact our online support.

Where can I report issues and concerns?

If you have any feedback or concerns regarding our online platform or would like to report inappropriate behavior from another user, please use this online form.

For technical issues, please contact our online support.

Where can I find a user’s contact information?

A user’s personal contact information will not be displayed, except for the information displayed on their chat window profile. However, you will be able to connect with users online and exchange contact information through chat and video chat.

Not receiving emails from FRUSS

If you are expecting an email from FRUSS or you have subscribed to our newsletter but have not received anything from us, please make sure to check the spam folder of your mail box.

If you are still not receiving our emails or newsletter, please contact our online support.

How do I find other users?

You can connect with users by walking towards them on our virtual platform or you can browse all attendees via the chat window which is located at the bottom right-hand corner of the screen.

My screen is stuck. What can I do?

You can start by trying to refresh the web page. You may also try to clear your browsing data. If your computer is not responding, try restarting.

If the issue persists, please contact our online support.

How can I ask questions during a presentation?

Once the question round has begun, you may ask questions by clicking Q on your keyboard. If the presenter accepts to answer your question, you will be displayed on the big screen video, until you've finished asking your question.