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HLC (HealthStream LMS) issues, Osso course/app issues, and headset and network hardware issues owned by the customer organization.

To streamline troubleshooting, be sure to have the following available: your user name, email, and hStream ID; organization name, OrgID and InstitutionID (if known); course name in the HLC and course ID (if available); headset model (Meta Quest 3 or 3S only); where it failed (HLC launch, Osso Loop login, QR scan, in-headset course, completion sync); and the time and date, plus a screenshot or photo of the error.

Log into the HealthStream LMS (HLC). Osso Nurse Training will appear under your current assignments, similar to any training assigned via the HLC.

Once logged in via the HLC, your login should carry through to the headset when you scan the QR code. Otherwise, you should be able to log in to Osso using your HealthStream credentials. If the credentials do not work, contact your organization’s HealthStream administrator or IT support for assistance.

Prebriefing is accessed through the HLC as part of the assignment before entering VR. When the assignment is launched, access is automatically redirected to Osso Loop™ and the assignment’s prebriefing page.

Put on your VR headset and open the Osso Nurse Training app. When prompted, scan the QR code from the Prebriefing. After the QR code is successfully scanned, you will be automatically directed to your assigned training.

Runs in Osso are unlimited, allowing you to complete as many Practice or Test Mode runs as needed. An assignment is marked complete once a Test Mode run results in a score of 80% or higher.

If your QR code isn’t working, try these quick fixes: move the QR code closer or farther until it focuses; ensure the headset camera lens is clean; increase the lighting and keep the QR code steady; and restart the Nurse Training app by pressing the Meta button > Quit > Reopen the app. If it still fails, you can log in to the headset using your HealthStream credentials — press any key on the controller after launching the app, then click “Login with HealthStream.”

Yes. Debriefing results are available through Osso Loop™ at loop.ossovr.com. You can access your My Performance Dashboard using your HealthStream credentials.

The assignment is complete once a Test Mode run is completed with a score of 80 percent or higher.

Training may be blocked until the update is installed. Connect the headset to Wi-Fi, complete the update, and then reopen the Osso Nurse Training app to continue.

Scenario completion status is typically updated within a few minutes but may occasionally take longer. If the update does not appear in the HealthStream Learning Center, contact support@ossovr.com.

Assignments can be retaken as many times as needed. Once a Test Mode run is completed with a score of 80 percent or higher, the assignment is marked as complete in the HealthStream HLC.

Contact support@ossovr.com if there are any issues accessing training content.

Verify the headset is turned on or hasn’t gone to sleep by pressing the power button on the side of the headset. If the display remains black after pressing the power button, the headset may need to be charged.

First, try replacing the batteries with new ones. If the issues persist, try re-pairing the controllers: Quick Settings > Settings > Devices > Controllers > Pair Controllers.

Hold the power button until the headset forces a shutdown. Then turn the headset back on.

Check the volume buttons on the underside of the headset or the volume slider in the Quick Settings menu.

Keep the headset plugged in when not in use, and try to find periods to charge it if using it for an extended period of time.

A boundary is a virtual wall that prevents a user from hitting objects or walls while in VR. Once configured, when a user approaches the defined boundary the cameras activate and notify them that they have reached the edge of their space. Whenever a headset is moved into or enters a new space, a new boundary must be created.

Put on the headset and follow the on-screen prompt for Suggested Boundary. Wait while the headset automatically detects the floor and creates a virtual fence. If needed, select “Choose your own boundary” and adjust the boundary walls to better match the play area.

Try selecting “Draw a Roomscale” when creating a boundary. Roomscale boundaries can be drawn to any desired size. The recommended roomscale boundary size is a 6x6 ft (2x2 m) square.

The boundary may not be positioned correctly. Try resetting the boundary floor height by accessing the boundary menu, creating a new boundary, and ensuring the floor height is correct when prompted.

Certain room configurations can affect the cameras inside the headset. When possible, avoid bright white walls, poor lighting, TV screens and windows, or orient the headset away from these areas to improve tracking. Also try wiping down the external cameras with a dry microfiber cloth, then restart the headset.

Yes. A wifi connection is needed to verify that the user’s credentials are correct and that the user can access their organization’s content. You can confirm the headset’s wifi is configured correctly by opening and logging in to the Osso Nurse Training app. Users cannot access the login screens when the device is offline.

If the headset is located in a VR lab, check with the organization’s IT team to confirm wifi has been configured correctly. If using the headset at home, verify the network password is entered correctly and reset the router if needed.

Hotspots can be used as a network. However, Osso VR recommends using a hotspot only as a last resort if no other stable networks are available.

Wipe down the lenses with a dry microfiber cloth. If the image remains blurry, adjust the IPD and head straps and move the headset up or down on the face until the lenses are properly aligned with the eyes. To adjust the IPD, gently grasp the plastic outer edges of each lens and push them together or apart.

Yes. Headsets include a glasses spacer to accommodate eyewear, included in the supplied hardware kit. In many cases the spacer is preinstalled and appears as an extra plastic layer beneath the face mask. If the spacer is not installed, remove the face mask, attach the spacer, and then reattach the face mask. Note: glasses with larger frames may not be compatible with the VR headset.

Use wet antibacterial wipes on any hard plastic surfaces. Use only a dry microfiber cloth to remove smudges from the lenses or external cameras.

Turn on the tutorial toggle on the course start screen (when selecting Practice or Test Mode) to review controls like grabbing and activating objects and moving around the room. The toggle is located above the “Practice” and “Test” buttons after the Prebriefing.

Users can accidentally press buttons they don’t mean to. An environment that spins or moves is usually an indication that the joystick buttons are being pressed. Keep your thumbs resting off to the side of the buttons and joysticks when not actively moving in the virtual environment to avoid unnecessary button presses.