How to rate a session? Follow
How to Rate a Session
A low-rated session is a signal — not a problem. Here's how to rate accurately, write useful notes, and know what happens next.
On this page:
- Star rating guide — what each rating means
- How to submit a low-rated session
- Writing great session notes
- What to include in your session notes
- After submitting — what happens next
- Session rating vs. support ticket
Star rating guide — what each rating means
Rate based on system performance during the session only. Player behaviour, player complaints about difficulty, and issues unrelated to Zero Latency VR's equipment or software do not count toward the rating.
★ 1 star — Severe: session failed or players could not finish
Rate 1 star when a technical fault was severe enough that players could not complete the experience, were removed from the experience mid-session, or the session had to be ended early. A 1-star session may result in players being offered a refund or replay.
Rate 1 star when:
- The session crashed and could not be restarted within the session window.
- Two or more headsets dropped out and could not be recovered.
- A player was stuck and unable to progress through the experience due to a system fault (e.g. stuck at a portal, unable to pass a checkpoint, fell through the floor with no recovery).
- A complete server or streaming failure meant the session could not run.
- Players had no audio at all for the entire session despite troubleshooting attempts.
- A player was injured due to a tracking or positional failure (e.g. walked into a physical wall due to misaligned tracking).
- The experience was abandoned and players were given a refund or replay.
Real examples from venue reports:
- "Headsets 11 and 12 lost connection after the first door and could not be recovered — session ended early."
- "All day long, players couldn't hear each other even after multiple headset swaps — session could not continue."
- "Experience crashed on Headsets 05 and 11, had to pause the experience for everyone twice so headsets could reload — players were unable to finish."
- "Player fell through the floor at boss fight and couldn't be recovered — had to pull them from the session."
- "Full headset drop with gun disconnect on Headset 12 — session had to be restarted."
★★ 2 stars — Major: significant disruption across multiple players
Rate 2 stars when technical faults significantly disrupted the experience for multiple players, required repeated GM intervention, or caused a notable degradation of quality — but the session was not ended early and players were ultimately able to finish.
Rate 2 stars when:
- Multiple headsets lost tracking or audio and required repeated standby/reactivation cycles.
- A persistent fault (e.g. audio dropout, controller disconnection) kept recurring throughout the session despite fixes.
- Two or more players had no audio for a significant portion of the session (e.g. 10+ minutes).
- A headset went to "Connecting…" state mid-session and took several minutes to recover, disrupting the whole group.
- The GM had to pause the session more than once to fix equipment problems.
- Players experienced a major experience issue (e.g. boss stuck, NPC not spawning, checkpoint not triggering) that required the GM to intervene but the session continued.
Real examples from venue reports:
- "Players couldn't hear each other mid-experience — #13 also glitched mid-experience and required a headset restart."
- "Headsets 12 and 07 went to 'Connecting…' and took about 4 minutes to recover — session paused twice."
- "No GM-to-player communication possible for the duration of the session despite troubleshooting."
- "Streaming Server 01 crashed and had to be manually restarted — headset came back with no audio after reconnection."
★★★ 3 stars — Recoverable: issues occurred but resolved with minimal player impact
Rate 3 stars when a technical issue occurred and required the GM to act, but was resolved quickly enough that the overall player experience was not significantly affected. The session completed normally.
Rate 3 stars when:
- A single headset required a standby/reactivate cycle and came back within a reasonable time.
- A controller stopped shooting mid-session — the GM paused, swapped equipment, and the session resumed.
- Audio was missing at the start of the session but resolved once players entered the experience.
- Tracking drifted briefly on one or two headsets but self-corrected or was resolved with a quick standby.
- A player's score failed to register for part of the session due to a system issue (e.g. profile deselected) but was corrected.
- A minor experience bug occurred (e.g. audio asset playing at wrong time, NPC glitch) that the GM noted but did not require stopping the session.
- The session was paused once for a quick fix — players were inconvenienced but not significantly impacted.
Real examples from venue reports:
- "Gun stopped shooting — had to change the equipment. Later in the experience around 16 mins, player lost positional tracking briefly."
- "Player on Headset 11 did not have their score register for the first 5 - 10 minutes — reselected their profile in the Launcher."
- "Players couldn't hear each other only shortly before entering the shooting range — resolved on entry."
- "Headset audio wasn't working at session start — standby and reactivate resolved it and players were sent in."
- "Controller didn't shoot — paused, swapped controller, rebound in Launcher, resumed. No further issues."
★★★★ 4 stars — Minor: small hiccup with no noticeable effect on players
Rate 4 stars when something technically imperfect happened but players did not notice or were not meaningfully affected. No GM intervention was required, or a brief, invisible fix resolved the issue immediately.
Rate 4 stars when:
- A controller briefly disconnected and reconnected on its own without the session being paused.
- Tracking drifted for a split second on a single headset and self-corrected.
- A minor audio glitch occurred (e.g. a sound effect at the wrong moment) that players did not react to.
- A headset briefly entered passthrough mode and returned to the experience on standby/reactivate.
- The GM noticed a potential issue on the dashboard but it resolved before requiring action.
- A non-critical experience asset behaved unexpectedly (e.g. animation glitch on an NPC) but did not affect gameplay.
Real examples from venue reports:
- "Headset 2 disconnected at the beginning — needed one standby cycle, reconnected fine and the session continued."
- "Gun 8 tracking glitching momentarily — resolved on its own, players didn't notice."
- "Headset briefly gained and lost tracking — cleaned lens, standby resolved it. Players unaffected."
- "#2 gun not affecting targets — issue resolved after reconnect, brief note logged."
- "Headset #3 stuck in passthrough mode for a moment — standby and reactivate fixed it immediately."
★★★★★ 5 stars — Flawless: no technical issues at all
Rate 5 stars when the session ran perfectly — no equipment faults, no tracking issues, no audio problems, no intervention required. This is the standard every session should aim for.
No notes or action are required for a 5-star session.
Quick reference
| Rating | What it means | Action required |
|---|---|---|
| ★ 1 star | Severe — session failed or players could not finish | Submit notes — Client Services will review and follow up |
| ★★ 2 stars | Major — significant disruption, multiple players affected | Submit notes — may be reviewed internally; follow up at Client Services discretion |
| ★★★ 3 stars | Recoverable — issue resolved, minimal player impact | Submit notes — may be reviewed internally; follow up at Client Services discretion |
| ★★★★ 4 stars | Minor — small hiccup, no noticeable effect on players | Select issue category and add a brief note |
| ★★★★★ 5 stars | Flawless — no issues at all | No action needed |
How to submit a low-rated session
The rating prompt appears automatically on your GM screen once the session ends.
- Select your star rating based on system performance during the session only. Do not factor in player behaviour or unrelated issues.
- Select an Issue Category when prompted. This appears automatically for any rating of 4 stars or lower.
- Click Add notes and write a brief description of what happened. Notes should never be left blank for a low-rated session.
- Include your GM name in the notes field. This creates traceability and helps the support team identify patterns across sessions.
- Submit the rating. 1-star sessions are reviewed by Client Services and may trigger a proactive follow-up. Ratings above 1 star may be reviewed internally and follow up may proceed at Client Services discretion.
Writing great session notes
Keep notes short and specific — one or two sentences is all the support team needs. Include the headset or controller number and roughly when in the session the issue occurred.
| Instead of this… | Write this |
|---|---|
| "Weird glitch" | "Black screen on Headset 07 at approx 10 mins into session" |
| "Controller issue" | "Gun not connected error on Player 3 around the halfway mark — swapped controller and rebound" |
| "Audio problem" | "No spatial audio on Headset 02 for entire session — other headsets fine, standby did not resolve" |
| "Tracking lost" | "Tracking lost on Headsets 4 and 9 mid-experience — both recovered after standby, approx 5 mins lost" |
| "Gun issue" | "Gun 4 not registering pump — player couldn't use grenades for approx 8 mins, swapped controller at 20 min mark" |
| "Experience crashed" | "Headset 12 crashed at first elevator — had to restart to fix, session delayed by 3 mins" |
What to include in your session notes
Keep it brief — a short, clear description is all that's needed. Make sure every note includes:
- Your GM name
- The headset or controller number affected
- Approximately when in the session the issue occurred
- What you tried and whether it resolved the issue
- Any error messages shown on the GM screen
After submitting — what happens next
1-star sessions are reviewed by Client Services and may trigger a proactive follow-up. Ratings above 1 star may be reviewed internally and follow up may proceed at Client Services discretion. You do not need to call.
- Monitor for recurrence. If the same issue appears in the next session, submit another low-rated session with notes referencing the previous one (e.g. "second occurrence today — see earlier 3-star rating at 14:00").
- Check the Portal diagnostics. Blue = connected and fine. Yellow = not currently connected (warning only). Red = potential problem — investigate if it is impacting operations.
- Log a support ticket if the issue is ongoing or unresolved. Use the Support button in the Portal or Knowledge Base, complete the form with as much detail as possible, and attach any relevant screenshots.
Session rating vs. support ticket
These two tools serve different purposes. Use both when a situation calls for it.
| Session Rating | Support Ticket | |
|---|---|---|
| Purpose | Informs Zero Latency VR of technical quality post-session | Requests investigation or resolution of a specific issue |
| When | Immediately after every session ends | When an issue is unresolved, recurring, or needs follow-up |
| How | Via the rating prompt on the GM PC at session end | Via the Support button in the Portal or Knowledge Base |
| Response | 1-star sessions reviewed by Client Services; higher ratings may be reviewed internally at discretion | A support agent responds directly to your venue |
Email clientservices@zerolatencyvr.com or use the Support button in the Portal.
Have ready: venue name, session date and time, experience name, headset or controller number affected, issue category, and steps already attempted.
Keywords: how to rate a session · low rated session · star rating · session notes · LRS · GM notes · 1 star · 2 star · 3 star · 4 star · 5 star · session rating · support ticket · session quality · issue category
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