FAQ: Why do I see "Surface not found" on my screen during a Remote Assistance Session?
If you see the prompt "Surface not found" when attempting to place an object or use any of the annotation tools during a WorkLink call.
Likely causes and solutions include:
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The Technician (caller) is using a Laptop/Desktop - We do NOT recommend initiating a WorkLink call from a Laptop/Desktop because the app is not compatible with a Laptop/ Desktop's USB or inbuilt camera.
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The room has inadequate lighting - We strongly recommend using a well lit room during a Remote Assistance session in order to establish the required connection between your device camera and your environment.
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The Technician's camera is not focused on the object/ environment - Technicians should use devices such as a mobile phone/tablet or holoLens to allow flexibility and the closest proximity to target object/surface.
Read more: Can a Technician use a Laptop/Desktop to initiate a WorkLink Remote Assistance call?