You should have been provided with a login. The username is the email address and the password will be auto-generated and be provided by XRHealth via email.
You should attempt to login through the Mobile Application first to ensure that the login credentials are working. If the login failed, please select ‘forgot your password’ and an email will be sent to your email for a password reset.
Note – If it requires you to select a region, please select USA.
Note – The volume button is located at the bottom of the headset
*Selecting an option is performed by bringing the controller pointer over the option and pressing the trigger button (The trigger button is located at the back of the controller)
If you are having difficulty with using/locating the trigger button, you can use X/Y or A/B buttons instead.
Left controller X/Y
X – Select button (OK)
Y – Back button (Return/Back)
Right controller A/B
A – Select button (OK)
B – Back button (Return/Back)
Common user mistake
The user may say that the password they entered in the mobile app worked but does not work in the VR headset.
When using the trigger button, the user tends to hold the trigger button instead of pressing it (tapping). Holding the trigger button may cause character to change to a number.
Once you have logged in for the first time you will see the ‘Welcome to XRHealth’ screen.
Select Let’s Start to run through the tutorial. You will reach the dashboard once the tutorial is completed.
Click Explore and you will see a set of videos that will help and guide you through the Applications on the VR Headset.
We recommend you watch the videos at least once before using the headset.
Once you have logged in, click on the more icon in the top left (3 lines) and side menu will open.
Select Update Password and you will be able to set a new password of your choice.
Password must contain at least 8 characters, 1 upper case, 1 lower case and 1 number.
Note – No special characters (! / ? etc.)
If you have forgotten your password, click on ‘Forgot your password’ and enter your email address.
If the email matches with an existing one then you will receive an email to set a new password.
You will receive an error if the email does not match. If this is the case, please contact our support team at Support@XR.Health
Please check both Inbox and Junk mail.
CliniChat is a secured and HIPAA-compliant communication channel.
All written communication between clinicians and patients should be only via CliniChat.
How can I see notifications for unread messages?
In the mobile app, a red notification dot will appear next to the ‘CliniChat’ button to indicate that there are unread messages. In addition, you can enable push notifications to get notifications on new messages while not using the app.
What file formats can be sent as attachments?
The following five formats are supported by CliniChat as attachments: PDF, JPG, PNG, MP4, and MOV.
After completing the ‘Welcome to VR Training’ guide on your first start-up, you will be guided to connect to your Wi-Fi.
Follow the steps below if you have not connected to the Wi-Fi:
If the VR headset is already connected to the Wi-Fi but you are still having trouble with the connection, you can try and forget the network and reconnect to it.
Once the network has been forgotten, head back to the Wi-Fi listing screen and select your Wi-Fi name to reconnect.
(You can restart your Wi-Fi router and Modem before this step if you are still having issue after reconnecting)
Please only attempt this step if you are unable to connect to the Wi-Fi using your password. (following step 3.2)
The WPS button is located in the back of your Wi-Fi router. The button is normally green/blue. (this varies across different router)
Please make sure you are near the router of your Wi-Fi for a better connection.
Note – Connecting to the Wi-Fi with WPS does not require a password.
There is two ways to unbind the controllers.
Option 1 – Hold the home button (Pico icon) + Trigger button for about 4 seconds to unbind. (on each controller)
Option 2 – Navigate to Settings then select Controller and then Controller Configuration. Select Unbind which will unbind both controllers.
You will notice that there is a green circle in the centre of the screen, this can be controlled by turning your head.
There is a oval-shaped white button on the right side of the headset which can be used as a confirmation button while the controllers are not connected.
Navigate to Controller Settings then select Controllers and then Controller Configuration.
Direct the circle by turning your head and hover it over the Add Controller and press the confirm button which is located on the right side of your headset. (It is an oval shaped white button).
The headset will be searching for your controller. On both controllers hold the home button (Pico icon) + Trigger button for about 4 seconds and you will feel a slight vibration.
The headset and controllers should be bound again.
When charging the headset, the blue indicates that it is currently charging and green light for when it is fully charged.
If you are having difficulties charging your headset (example no lights when plugged in), please try a different power outlet and check if it is turned on.
(Please attempt this before escalating to the tech support team)
You can perform a hard reset if you are experiencing glitches or long black screens. The hard reset will clear your cache and restart the latest software firmware.
Hold the power button + volume up button for about 5 seconds and you will see the Pico icon. The Pico icon does not disappear during the hard reset. If it does disappear then you most likely have turned off your headset (holding power by itself turns off the headset)