Session Recovery Mid-Game Follow
Session Recovery Mid-Game
Technical issues can occur during a session. How you respond in the first 60 seconds determines whether players leave happy or dissatisfied. This guide covers the most common mid-session scenarios and exactly what to do in each one.
Immediate Response - Any Mid-Session Issue
Scenario - Single Player Headset Lost
Scenario - Player Feels Unwell
Post-Session Player Communication
Immediate Response - Any Mid-Session Issue
Follow these steps immediately when you notice something is wrong, regardless of the specific issue type.
Golden Rule
- Never leave players in headsets during a system fault.
- A frozen headset means a player cannot see where they are - safety comes before recovery time.
- Announce to players via microphone - "Everyone pause where you are and stand still - I'm just checking something."
- Pause the session in the Launcher - Pause the game for affected players or the whole group. Do not let players continue walking while the system is in a fault state.
- Diagnose while players are stationary - You have 60-90 seconds before players become frustrated. Use this time to identify the issue.
- Communicate clearly and confidently - Players can hear uncertainty. Sound like you are in control even if you are still diagnosing.
Scenario - Game Crash
What players see: Black screen, frozen image, or headset goes to the home screen.
- Enter the game space and assist any disoriented players - Players with a home screen showing may try to walk. Guide them to stand still.
- In the Launcher, end the current session - Do not attempt to restart the crashed session. End it cleanly.
- Reload the game from the Launcher - Allow 2 minutes for all headsets to reconnect and the game to load.
- Offer to restart or resume - "The game had a technical issue but I've reloaded it. We can restart from the beginning or jump back to where you were - what would you prefer?"
Scenario - Single Player Headset Lost
What you see: One player shows as disconnected in the Launcher. All other players are fine.
- Pause that player's game only - The other players can continue. Pause only the affected player via the Launcher.
- Enter the game space and check the affected player - Ask them what they can see. If the headset shows a black screen, attempt a headset restart via the Launcher.
- If the headset does not recover within 60 seconds - swap it - Replace the headset with a spare. This is faster than extended troubleshooting and keeps the rest of the session moving.
Scenario - Audio Failure
What players report: No game audio, or audio cuts in and out.
| Check | What to do |
| Headphone cable connection | The most common cause is a headphone cable that has come loose. Check the 3.5mm jack on the affected headset and reseat firmly. |
| Headset volume | Check the hardware volume buttons on the Focus 3 or Focus Vision. The volume may have been accidentally turned down. |
| If all players have no audio | A software audio setting may have changed. Check audio output settings in the Launcher. |
Scenario - Player Feels Unwell
Player Welfare
- Motion discomfort is not a technical fault, but it requires immediate action.
- A player who feels unwell in a headset can become a safety issue and will always leave a poor rating if not handled correctly.
- Immediately pause the game and ask the player to remove their headset - Do not delay. Have them sit down outside the game space.
- Offer water and a place to sit - Symptoms usually pass within 5-10 minutes of removing the headset. Do not offer food.
- Offer the rest of the group the option to continue or pause - Do not force the group to stop - ask them what they prefer.
- Do not suggest the player return to the headset if they are still unwell - Returning too soon will make symptoms worse. It is better to end their session than risk them becoming more unwell in the game space.
Post-Session Player Communication
| Situation | What to say | What not to say |
| Minor issue, session resumed successfully | "Thanks for your patience - glad we got that sorted quickly." | "Sorry about that, it happens sometimes." |
| Significant time lost, session completed | "We lost some time so I've added [X] minutes to your session." | "I can't do anything about the lost time." |
| Session had to end early | "That wasn't the experience you deserved - let me get a Team Leader to speak with you about making that right." | "Nothing we can do, the system crashed." |
| Player motion discomfort | "This can affect some players - how are you feeling now? Take as much time as you need." | "It's normal, it just happens to some people." |
Compensation Guidelines
Compensation decisions must be made by a Team Leader or above. Do not offer or promise compensation without approval. The following are general guidelines only - your venue policy may differ.
| Situation | Typical response |
| Minor disruption (less than 3 minutes), session completed | Apology only - no compensation typically required |
| Significant disruption (3-10 minutes), session completed | Complimentary session extension or discount on next booking - Team Leader discretion |
| Session ended early due to technical fault | Voucher for a replacement session - Team Leader discretion |
| Player unwell and cannot complete session | Discuss with Team Leader - consider circumstances before offering compensation |
Important
- Never offer or promise a cash refund without explicit approval from a senior staff member.
- Refund decisions follow your venue's Cancellation Policy.
- Always log the incident in Zendesk before the player leaves the venue.
Logging the Incident
Log every mid-session incident in Zendesk regardless of whether the session was completed.
| Include in your ticket | Details |
| Session details | Date, time, game title, number of players affected |
| Issue description | What the issue was and when it occurred in the session (e.g. "at the 15 minute mark") |
| Steps taken | What you did to attempt to resolve the issue |
| Outcome | Whether the session was completed, resumed, or ended early |
| Compensation offered | Any compensation discussed or offered to the player |
| Player details | Player name or booking reference if available |
Article Keywords/Phrases:
Session recovery
Mid game crash
Game crashed
Headset disconnected mid session
Audio not working in session
Player sick VR
Motion sickness
Session ended early
Player compensation
Refund policy session
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