About VGo

Are there any other VGo models available?

There are two VGo models – one has integrated WiFi and one has integrated Verizon 4G LTE and WiFi.  Both models look the same.

The height extension accessory can be added to either model.

Can a VGo fall over?

VGo is designed to always stay upright.  The lead battery low in the base makes the center of gravity very low so it’s very stable.  VGo can tip to about 45 degrees.  We’ve never heard of one falling over in use.

Can anyone access a VGo?

VGo access is tightly controlled by you or your system administrator. VGos can be shared by a set of people or dedicated to a single person using standard web accounts and permission settings maintained by you, or by someone in your organization or by your reseller. It’s managed just like other common applications such as shared printing, email, and instant messaging.

Can I buy a rugged travel case for my VGo?

VGo does not offer a case for purchase but we recommend a case made by Pelican. Click on this link and fill out the form to get a quote (around $700). The standard case does not have wheels but they can be added if you specify them. Pelican does not sell direct but they will refer you to a local rep.  The standard case is just a shell. Use the foam that is in the original cardboard box that contained your VGo – it fits perfectly. Note that there is about 8 inches of extra space at the end that you can use to pack other supplies – if you don’t, you should put some bubble pack filler in there.   A soft sided padded carry bag is also available direct from VGo – see the FAQ.

Can I control VGo using a smartphone?

Not today.  Smartphones haven’t had quite enough horsepower to provide a quality experience but that landscape is changing fast.  Check back with VGo on this issue.

Can I control VGo using an Apple Mac?

Yes.  The beta version of the VGO App for Mac® is now available and can be downloaded from our website.  Click on My Account at the top of our homepage to log-in.

Can I drive into an elevator?

Sure – provided there is someone to open the door.  Note however, your IT department probably hasn’t provided for reliable wireless connectivity inside the elevator during your trip up or down.  It’s highly likely that the connection will be lost once the doors close.  Remote users who need to go to different floors typically connect to a VGo on one floor then connect to a different VGo located on a different floor.  (It’s faster than the elevator too!)

Can I get a bag so I can easily carry a VGo?

Yes. The VGo Carry Bag ($190) is fully padded to protect the VGo as you transfer it between buildings or to a home or to an event. The VGo is zipped inside in one piece (full size). It has a balanced handle and shoulder strap – you carry it horizontally like you would a guitar. The battery can be left in the VGo or removed to make it lighter – it’s up to you as to how much weight you want to carry. Click here to see an image of the bag.

You can also get a hard shipping case – see FAQ.

Can it be carried?

Yes.  It only weighs 19 lbs.  You can grab it under the display with one hand or using one or two hands – lift it by the stalks (the vertical legs).  Some people grab it by the stalk, find the balance point and carry it horizontally – like a guitar case.

A VGo with the optional height extension is 7 lbs heavier so we’ve integrated a carry handle into the accessory.

Can it be used outside?

VGo is designed for indoor use – similar to other office equipment.

Can it go over floor objects?

VGo will easily traverse floor variations such as mats, rugs and thresholds, and changes in floor materials.  VGo recognizes and warns the remote user of larger objects and will not let the user drive over sudden drops such as steps.

Can people in multiple remote locations see the view from the VGo?

No.  The VGo represents one person and is controlled by one person at a time.

Does VGo dock itself?

Yes.  When the VGo faces a dock it can detect it up to about 30 feet away (we recommend that you drive within 10 feet) and the dock button on your PC APP UI will light up green.  Just click and VGo takes care of the rest.    Users locate most docks against a wall so VGo backs into the dock so that the next visitor is looking out into the room when they arrive.

How fast does it go?

VGo can move down a hallway with a walking person or just inch around a sensitive experiment in the lab.

How is VGo packaged when I receive it?

Everything you need arrives in one box.  The VGo is in two pieces – an upper half and a lower half that latch together with no tools.  The battery needs to be connected and then it’s ready to be setup on the network.

How much does it weigh?

VGo weighs about 19 lbs with the 6 hour battery and about 23 pounds with the Extended Life Battery (12 hour).  VGo weighs about 26 pounds when using the height extension accessory and the Extended Life Battery.

How much power does VGo draw while charging?

1.2 amps (when connected to 100 – 240 Volt AC power)

How much space does it take up?

Not much – VGo’s base is about a foot square – 13” wide by 15” deep

Is VGo interoperable with other videoconferencing solutions in my organization?

No, but there’s a reason for that. VGo is a solution that effectually transports a single person to a remote location. It’s not a videoconferencing solution where two or more people in separate locations sit in front of cameras and converse. It’s a single user system – the VGo is a person – and that person can move around as they wish, as if they were there. To move around in a remote location, the distant person must be able to “drive” the VGo and today’s videoconferencing room and desktop systems don’t support any driving capabilities.  Driving / moving is why people select VGo.  We do expect in the future that 3rd parties will support driving as it is now a discussion topic in standards organizations.  Today, VGo is controlled by a simple application that utilizes standard audio / video peripherals and enables driving with a pointing device, the keyboard or touch.

What are the dimensions and weight of the shipping box?

The box measures 42”x16”x16” and weighs 35 lbs.

Connecting/Network/Security

Can I connect VGo to a “hidden” WiFi network?

Yes. After VGo has scanned for available networks, press the Add Hidden button to enter the hidden SSID and then the other settings for that network. Consult your user guide for details.

Can I connect VGo to a WiFi network that requires a static IP address?

Yes. Consult your user manual for details.

Can my VGo that supports Verizon 4G LTE connectivity also connect to WiFi?

Yes.  All VGo’s support WiFi connecivity.  If your VGo supports both WiFi and 4G.  You must choose the network type that you want to use (in the Settings menus).  When you switch between network types, you’ll need to re-start your VGo.

Can the computer that I use to drive a VGo be connected to a wireless network?

Wireless networks are challenging environments for a real-time high bandwidth solution like VGo.  Therefore it is recommended that only the VGo be connected wirelessly.  VGo has special software to help eliminate issues such as latency and packet loss found on wireless networks.  Some users have connected their computers using WiFi and the performance is fine but others have found that having two wireless segments (the VGo and the computer) that are not error free can degrade performance to the point where it doesn’t work well.  VGo does not recommend that a user’s computer be connected using a cellular service.

How do I connect a VGo to a WiFi network that has web page for signing in?

VGo has no way of displaying a web page of a public site and providing the ability to enter characters into fields.  In most environments this page can be bypassed or the MAC address of the VGo can be programmed into the networking equipment to authenticate the VGo and allow access.  Contact the IT department who manage that equipment.

How much bandwidth does it require?

VGo operates from about 200kbps up to 850kbps (up and down). We recommend at least 1.5Mb (up and down) be allocated for best performance.

I don’t have WiFi, are there other ways to connect a VGo?

The VGo must have a wireless connection to connect.  In addition to WiFi, you can now connect VGo using Verizon 4G LTE service.   You must have the VGo model with the embedded 4G hardware.  You must get a 4G LTE SIM card (that is inserted into the VGo) from your Verizon rep.  Plug in USB cellular modems (of any type) are not supported.

Is VGo secure?

Yes.  Only users who have been granted access by an administrator can connect to a VGo.  Communications between the VGoNet servers in the cloud and VGo and remote users are SSL encrypted.

What is the Settings Password on the VGo robot?

The Settings Password is 345.

This password is here so that an untrained person cannot explore settings options and inadvertently change options that have been set by an administrator. Some settings can prevent VGo from operating in certain environments. There is no secure information that can be obtained when viewing / changing any of the settings. The settings Password cannot be changed.

What size Verizon 4G LTE SIM card does the VGo use?

VGo uses Verizon’s Mini SIM card. It measures 15 x 25 mm and usually comes in a credit card sized package and you pop out the Mini SIM card. The Verizon Part# for this type of packaging is DIRECTSIM4G-D.

What types of wireless networks can I use for my VGo’s internet connection?

All VGo’s can be connected using WiFi.  A VGo model with an embedded 4G modem can also be connected to the internet using Verizon 4G LTE service.

What’s required to use VGo with Verizon 4G LTE service?

You must have the VGo model (V-1000-VZ1) which has a special embedded 4G modem.  A Verizon 4G LTE SIM card is pre-installed in the VGo –  your Verizon rep enables the service.  Plug in USB cellular modems (of any type) are not supported.

Where can I find my VGo’s Mac address?

On the VGo, go to Settings, then System Information and you’ll find the Mac® address.  For VGo’s that are fresh out of the box and have not yet been activated (activation requires network access), the Mac address is displayed on the first screen after the VGo is powered on.

Where do I find the IP addresses for VGo’s cloud servers (VGoNet)?

Contact VGo customer support
Call 1-603-880-8040 Option 1
or
Email support@vgocom.com

Will VGo work without a network connection?

Without a network connection some functions of the VGo can be demonstrated using the handheld remote control and the blue button touchpad on the front of the VGo.  Available is:

  • Docking
  • Driving with arrow keys
  • Seeing the camera’s view
  • Changing the volume
  • Tilting the camera
  • Scanning for wireless networks
  • Navigating settings menus

Getting Started

VGo Activation

Before a VGo can be used for the first time, it must be activated by a VGo Adminstrator. Activation is part of the process of ensuring security and privacy between the VGo and those that will be using it. To activate a VGo, you’ll need the special unique VCode which is in the documentation inside the box or has been supplied by your reseller at the time of your VGo acquisition. Contact your reseller or VGo if you don’t have your special VCode. VGo must be powered on and connected to your WiFi network before you can begin. Consult your user guide for more details.

What are the steps required to get VGo going for the first time?

Getting started is easy. You might do each step yourself or your IT department may do some of them for you.

  1. Download the VGo PC App on your PC.
  2. Power on your VGo system, connect to the wireless network, and activate the VGo using a special key.
  3. Your VGo now appears in your contact list within the VGo PC App, just click and your presence will be active in the remote VGo. See, hear, talk, interact, – Go anywhere.
What is a user account? How do I get one?

A user account is required to be able to download the VGo App which is used to establish your presence with a distant VGo. To download the VGo App for the first time, you’ll need a username and password supplied by the VGo administrator in your organization.

What is a VGo Community?

Communities define a collection of users and VGos that are managed together. VGos can only be assigned to a single community and accessed by the users in that community so it is best to choose a single community for an entire enterprise. The community is created when the adminstrator (designated as the Community Manager) first sets up their account. The community name should be a short label that is descriptive enough to identify your organization.

A community manager can create multiple administrator accounts for that company so that user and VGo management can be distributed. Users must be part of the same community in which a particular VGo is registered, in order to be able to access it.  The community can grow as more VGos and users are added or additional communities can be created.  Admins manage their VGos and users with the VGoNet Manager on-line tool.

What is the Activation Key?

The Activation Key is used to associate a new VGo that has been powered on and connected to the network with the person who has purchased the VGo or who is assigned to administer the VGo.  When the VGo first connects to the network the activation code is display on the VGo screen.  The owner or administer then must enter that code into a field on a web page in VGoNet Manager.  This is described in detail in the user guide under “Add a VGo.”

Managing VGos and Communities

How does someone get authorization to use a VGo?

Contact the person who administers the VGo’s in your organization.  They will first set you up with an account so that you are an authorized user.   They can then grant you access to one or more VGo’s depending on your role.  For example, the CEO may have a VGo that only they use so they are the only one with access.  Another VGo could be owned by the sales team and only sales personnel are granted access.  Another could be located in a remote facility and every employee has access.

How to add a VGo to my community

A VGo can be added by anyone with a use role of adminstrator or manager.  The VGo must be powered on and connected to WiFi with internet access or Verizon 4G LTE to the point where an Activation Key is displayed on the VGo’s screen.

  • Go to www.vgocom.com, select My Account (upper right corner of page) and log-in
  • Select the VGos tab/page, then select Add a VGo
  • Enter the Activation Key that is displayed on the screen of the VGo, click Add
  • Your new VGo will be listed on the VGos page as New VGo for (community name)
  • Select the new VGo and select Edit Properties to modify its location name, timezone, etc
  • Select the users that you want to have access to this VGo
What is a user account? How do I get one?

A user account is required to be able to download the VGo App which is used to establish your presence with a distant VGo. To download the VGo App for the first time, you’ll need a username and password supplied by the VGo administrator in your organization.

What is a VCode?

A VCode is required to be entered as part of the profile information for the administrator (or owner) when a VGo is first configured.  This is part of the process of defining your VGo Community.  The VCode is found inside the VGo box.

What is a VGo Community?

Communities define a collection of users and VGos that are managed together. VGos can only be assigned to a single community and accessed by the users in that community so it is best to choose a single community for an entire enterprise. The community is created when the adminstrator (designated as the Community Manager) first sets up their account. The community name should be a short label that is descriptive enough to identify your organization.

A community manager can create multiple administrator accounts for that company so that user and VGo management can be distributed. Users must be part of the same community in which a particular VGo is registered, in order to be able to access it.  The community can grow as more VGos and users are added or additional communities can be created.  Admins manage their VGos and users with the VGoNet Manager on-line tool.

Who can get access to VGo?

Only people who have been given permission by an organization’s administrator can get access to VGo’s within that organization.

Purchasing a VGo

Are volume discounts available?

Yes, please contact us.

Can I get a unit to try before I purchase?

You can try a VGo by requesting a remote test drive here.  If you must try VGo in your facility please contact us.

Can I get a VGo without the subscription?

No.  VGo is sort of like a cell phone – it requires access to VGoNet.  In addition, the software updates, hardware warranty and personal support are important elements of the VGo solution.

How long does it take to get a VGo after placing my order?

Demand is increasing daily.  Call for availability.

What is included in the subscription?
  • Extended hardware warranty: if the hardware fails we’ll replace it immediately
  • Software warranty and updates: you’ll automatically get new software updates as we continue to enhance the VGo and fix any software problems if they arise
  • VGoNet Connectivity: VGoNet delivers continuous presence indicators to users so they know which VGos are available for their use. VGoNet also manages the best connectivity path through the network to ensure the highest level of performance
  • VGoNet Manager: access to the simple web management tool used by your administrators and users to manage the community of VGo’s and users in your organization
  • Unlimited help desk support – yes you speak with a live person (M-F, 9-5 Eastern)
Where can I get a demonstration?

Click here to request a remote demonstration where you can drive a VGo from your home or office.  If you’d like to see a VGo in person, contact us.  Also, you can check the upcoming events list where you can go see VGo in action.

Where is VGo available?

Currently VGo is only available in the US and Canada.  Contact us if you have a requirement for international deployments.

The VGo App

Can I connect to a VGo using a videoconferencing client / device from another vendor?

No, those applications do not have driving controls.

Can I get a copy of the end User License Agreement for the VGo App?

Yes.  Click here.

Can I record my visit?

Yes – by using a 3rd party application that records video coming into the computer and captures the audio spoken by the user and the audio heard by the VGo (eg both sides) .

For PC users we recommend Fraps – real-time video capture software.

For Mac users we recommend Snapz Pro X.  FYI – There is a recording utility that comes free with the Mac but in our testing we found that there is not enough processing power to run both the VGo App and the recording utility.

Can I use a joystick to drive VGo?

Not today.  Driving with the mouse pointer is sort of like using a joystick.

Can I use a tablet to drive a VGo?

Yes provided the tablet runs either Windows or Apple Mac OSX or is an iPad and it has enough processing power.  Tablets with Intel i5 or i7 work well.  The newer Atom based processors are borderline – you should try those first.  Recommended tablets include the Samsung Series 7 and Microsoft Surface Pro (the Surface RT will not run the VGo App).  Note that the usability of a tablet can be awkward as the VGo driver will need to hold or position the tablet at just the right angle to aim the camera at themselves (this is easier said than done).

You can download the VGo App for iPad from the Apple App Store.

How do I get the VGo App?
  • The VGo App is downloaded from the VGoNet Manager website.  The administrator in your organization will give you a username and password (you can change them) that give you access to VGoNet so you can download the software.  To log-in, click on My Account (upper right corner of VGo’s homepage).
  • If you are the first administrator for an organization, you are instructed how to get the software as part of the initial setup process.
  • If you are just taking a test drive and haven’t purchased, you will be supplied a temporary user name and password.  To schedule a remote test drive click here.
How do I get updates?

VGo App updates are available from VGoNet Manager as soon as they are released.  An email is sent to all users to let them know that an update is available.

How long does it take to learn how to drive a VGo?

Most users learn to drive in about 5 minutes.  Some are experts immediately, some will take about an hour of continuous driving to get used to the controls that combine speed and direction with the movement of the mouse pointer.

How many people can access a single VGo?

It can be a single person (dedicated) or everyone in an organization (shared).  Access permissions are assigned by the administrator.

What are the minimum hardware requirements for the VGo App?

Windows PC System requirements

  • Windows 8, Windows 7 (recommended), Vista, or XP with Service Pack 3
  • Intel Core2Duo, 2.0Ghz or equivalent or better
  • 2 GB RAM.
  • 40 MB free disk space on your hard drive.
  • Microphone and speakers or a headset (Headset or earbuds may dramatically improve audio quality depending on your PC model and configuration)
  • Camera
  • A mouse with a scroll wheel highly recommended

Apple Mac System requirements

  • Mac OS X version 10.6 or higher (Mountain Lion is supported)
  • Intel Processor
  • 2 GB RAM.
  • 40 MB free disk space on your hard drive.
  • Microphone and speakers or a headset (Headset or earbuds may dramatically improve audio quality depending on your Mac model and configuration)
  • Camera
  • A Magic Mouse with scrolling is highly recommended

iPad System requirements

  • iPad 2nd Generation or Later, iPad Mini
  • iOS Version 6.0 or Later
  • Headset or earbuds may dramatically improve audio quality
What is the size of the VGo App?

The current VGo App (version 2.0) is about 40MB.

Troubleshooting

I can hear people around the VGo but they can’t hear me.

Hangup.  Click on Settings at the bottom of the VGo PC App menu.  Select the Audio tab.  Select the microphone name that you will use to capture your audio.  Re-launch the VGo PC App and try again.

I get video from the VGo but the VGo does not display my video from my computer / webcam.

Hangup.  Click on Settings at the bottom of the VGo PC App menu.  Select the Video tab.  Select the camera name that you will use to capture your video.  Click on preview and you should see yourself.  Note: some applications that use a webcam do not release the camera resource (the VGo PC App can’t access it) until after that application is closed.  Try closing all applications that use the camera before opening the VGo PC App (make sure the VGo PC App is not running as a background task).

People around the VGo can hear me but I can’t hear them.

Make sure the volume is turned up on your computer and that your audio is not muted.  Can you hear audio from another application?  If yes, disconnect from the VGo.  Click on Settings at the bottom of the VGo PC App menu.  Select the Audio tab.  Make sure that the speakers that you use are selected.  Re-launch the VGo PC App and try again.

What do I do when I get a message on the VGo’s screen that says it is unknown to the server?

You’ll need to add your VGo back to your community. See How to Add a VGo above in the Managing VGos section in the FAQs.

About VGo

Are there any other VGo models available?

There are two VGo models – one has integrated WiFi and one has integrated Verizon 4G LTE and WiFi.  Both models look the same.

The height extension accessory can be added to either model.

Can a VGo fall over?

VGo is designed to always stay upright.  The lead battery low in the base makes the center of gravity very low so it’s very stable.  VGo can tip to about 45 degrees.  We’ve never heard of one falling over in use.

Can anyone access a VGo?

VGo access is tightly controlled by you or your system administrator. VGos can be shared by a set of people or dedicated to a single person using standard web accounts and permission settings maintained by you, or by someone in your organization or by your reseller. It’s managed just like other common applications such as shared printing, email, and instant messaging.

Can I buy a rugged travel case for my VGo?

VGo does not offer a case for purchase but we recommend a case made by Pelican. Click on this link and fill out the form to get a quote (around $700). The standard case does not have wheels but they can be added if you specify them. Pelican does not sell direct but they will refer you to a local rep.  The standard case is just a shell. Use the foam that is in the original cardboard box that contained your VGo – it fits perfectly. Note that there is about 8 inches of extra space at the end that you can use to pack other supplies – if you don’t, you should put some bubble pack filler in there.   A soft sided padded carry bag is also available direct from VGo – see the FAQ.

Can I control VGo using a smartphone?

Not today.  Smartphones haven’t had quite enough horsepower to provide a quality experience but that landscape is changing fast.  Check back with VGo on this issue.

Can I control VGo using an Apple Mac?

Yes.  The beta version of the VGO App for Mac® is now available and can be downloaded from our website.  Click on My Account at the top of our homepage to log-in.

Can I drive into an elevator?

Sure – provided there is someone to open the door.  Note however, your IT department probably hasn’t provided for reliable wireless connectivity inside the elevator during your trip up or down.  It’s highly likely that the connection will be lost once the doors close.  Remote users who need to go to different floors typically connect to a VGo on one floor then connect to a different VGo located on a different floor.  (It’s faster than the elevator too!)

Can I get a bag so I can easily carry a VGo?

Yes. The VGo Carry Bag ($190) is fully padded to protect the VGo as you transfer it between buildings or to a home or to an event. The VGo is zipped inside in one piece (full size). It has a balanced handle and shoulder strap – you carry it horizontally like you would a guitar. The battery can be left in the VGo or removed to make it lighter – it’s up to you as to how much weight you want to carry. Click here to see an image of the bag.

You can also get a hard shipping case – see FAQ.

Can it be carried?

Yes.  It only weighs 19 lbs.  You can grab it under the display with one hand or using one or two hands – lift it by the stalks (the vertical legs).  Some people grab it by the stalk, find the balance point and carry it horizontally – like a guitar case.

A VGo with the optional height extension is 7 lbs heavier so we’ve integrated a carry handle into the accessory.

Can it be used outside?

VGo is designed for indoor use – similar to other office equipment.

Can it go over floor objects?

VGo will easily traverse floor variations such as mats, rugs and thresholds, and changes in floor materials.  VGo recognizes and warns the remote user of larger objects and will not let the user drive over sudden drops such as steps.

Can people in multiple remote locations see the view from the VGo?

No.  The VGo represents one person and is controlled by one person at a time.

Does VGo dock itself?

Yes.  When the VGo faces a dock it can detect it up to about 30 feet away (we recommend that you drive within 10 feet) and the dock button on your PC APP UI will light up green.  Just click and VGo takes care of the rest.    Users locate most docks against a wall so VGo backs into the dock so that the next visitor is looking out into the room when they arrive.

How fast does it go?

VGo can move down a hallway with a walking person or just inch around a sensitive experiment in the lab.

How is VGo packaged when I receive it?

Everything you need arrives in one box.  The VGo is in two pieces – an upper half and a lower half that latch together with no tools.  The battery needs to be connected and then it’s ready to be setup on the network.

How much does it weigh?

VGo weighs about 19 lbs with the 6 hour battery and about 23 pounds with the Extended Life Battery (12 hour).  VGo weighs about 26 pounds when using the height extension accessory and the Extended Life Battery.

How much power does VGo draw while charging?

1.2 amps (when connected to 100 – 240 Volt AC power)

How much space does it take up?

Not much – VGo’s base is about a foot square – 13” wide by 15” deep

Is VGo interoperable with other videoconferencing solutions in my organization?

No, but there’s a reason for that. VGo is a solution that effectually transports a single person to a remote location. It’s not a videoconferencing solution where two or more people in separate locations sit in front of cameras and converse. It’s a single user system – the VGo is a person – and that person can move around as they wish, as if they were there. To move around in a remote location, the distant person must be able to “drive” the VGo and today’s videoconferencing room and desktop systems don’t support any driving capabilities.  Driving / moving is why people select VGo.  We do expect in the future that 3rd parties will support driving as it is now a discussion topic in standards organizations.  Today, VGo is controlled by a simple application that utilizes standard audio / video peripherals and enables driving with a pointing device, the keyboard or touch.

What are the dimensions and weight of the shipping box?

The box measures 42”x16”x16” and weighs 35 lbs.

Connecting/Network/Security

Can I connect VGo to a “hidden” WiFi network?

Yes. After VGo has scanned for available networks, press the Add Hidden button to enter the hidden SSID and then the other settings for that network. Consult your user guide for details.

Can I connect VGo to a WiFi network that requires a static IP address?

Yes. Consult your user manual for details.

Can my VGo that supports Verizon 4G LTE connectivity also connect to WiFi?

Yes.  All VGo’s support WiFi connecivity.  If your VGo supports both WiFi and 4G.  You must choose the network type that you want to use (in the Settings menus).  When you switch between network types, you’ll need to re-start your VGo.

Can the computer that I use to drive a VGo be connected to a wireless network?

Wireless networks are challenging environments for a real-time high bandwidth solution like VGo.  Therefore it is recommended that only the VGo be connected wirelessly.  VGo has special software to help eliminate issues such as latency and packet loss found on wireless networks.  Some users have connected their computers using WiFi and the performance is fine but others have found that having two wireless segments (the VGo and the computer) that are not error free can degrade performance to the point where it doesn’t work well.  VGo does not recommend that a user’s computer be connected using a cellular service.

How do I connect a VGo to a WiFi network that has web page for signing in?

VGo has no way of displaying a web page of a public site and providing the ability to enter characters into fields.  In most environments this page can be bypassed or the MAC address of the VGo can be programmed into the networking equipment to authenticate the VGo and allow access.  Contact the IT department who manage that equipment.

How much bandwidth does it require?

VGo operates from about 200kbps up to 850kbps (up and down). We recommend at least 1.5Mb (up and down) be allocated for best performance.

I don’t have WiFi, are there other ways to connect a VGo?

The VGo must have a wireless connection to connect.  In addition to WiFi, you can now connect VGo using Verizon 4G LTE service.   You must have the VGo model with the embedded 4G hardware.  You must get a 4G LTE SIM card (that is inserted into the VGo) from your Verizon rep.  Plug in USB cellular modems (of any type) are not supported.

Is VGo secure?

Yes.  Only users who have been granted access by an administrator can connect to a VGo.  Communications between the VGoNet servers in the cloud and VGo and remote users are SSL encrypted.

What is the Settings Password on the VGo robot?

The Settings Password is 345.

This password is here so that an untrained person cannot explore settings options and inadvertently change options that have been set by an administrator. Some settings can prevent VGo from operating in certain environments. There is no secure information that can be obtained when viewing / changing any of the settings. The settings Password cannot be changed.

What size Verizon 4G LTE SIM card does the VGo use?

VGo uses Verizon’s Mini SIM card. It measures 15 x 25 mm and usually comes in a credit card sized package and you pop out the Mini SIM card. The Verizon Part# for this type of packaging is DIRECTSIM4G-D.

What types of wireless networks can I use for my VGo’s internet connection?

All VGo’s can be connected using WiFi.  A VGo model with an embedded 4G modem can also be connected to the internet using Verizon 4G LTE service.

What’s required to use VGo with Verizon 4G LTE service?

You must have the VGo model (V-1000-VZ1) which has a special embedded 4G modem.  A Verizon 4G LTE SIM card is pre-installed in the VGo –  your Verizon rep enables the service.  Plug in USB cellular modems (of any type) are not supported.

Where can I find my VGo’s Mac address?

On the VGo, go to Settings, then System Information and you’ll find the Mac® address.  For VGo’s that are fresh out of the box and have not yet been activated (activation requires network access), the Mac address is displayed on the first screen after the VGo is powered on.

Where do I find the IP addresses for VGo’s cloud servers (VGoNet)?

Contact VGo customer support
Call 1-603-880-8040 Option 1
or
Email support@vgocom.com

Will VGo work without a network connection?

Without a network connection some functions of the VGo can be demonstrated using the handheld remote control and the blue button touchpad on the front of the VGo.  Available is:

  • Docking
  • Driving with arrow keys
  • Seeing the camera’s view
  • Changing the volume
  • Tilting the camera
  • Scanning for wireless networks
  • Navigating settings menus

Getting Started

VGo Activation

Before a VGo can be used for the first time, it must be activated by a VGo Adminstrator. Activation is part of the process of ensuring security and privacy between the VGo and those that will be using it. To activate a VGo, you’ll need the special unique VCode which is in the documentation inside the box or has been supplied by your reseller at the time of your VGo acquisition. Contact your reseller or VGo if you don’t have your special VCode. VGo must be powered on and connected to your WiFi network before you can begin. Consult your user guide for more details.

What are the steps required to get VGo going for the first time?

Getting started is easy. You might do each step yourself or your IT department may do some of them for you.

  1. Download the VGo PC App on your PC.
  2. Power on your VGo system, connect to the wireless network, and activate the VGo using a special key.
  3. Your VGo now appears in your contact list within the VGo PC App, just click and your presence will be active in the remote VGo. See, hear, talk, interact, – Go anywhere.
What is a user account? How do I get one?

A user account is required to be able to download the VGo App which is used to establish your presence with a distant VGo. To download the VGo App for the first time, you’ll need a username and password supplied by the VGo administrator in your organization.

What is a VGo Community?

Communities define a collection of users and VGos that are managed together. VGos can only be assigned to a single community and accessed by the users in that community so it is best to choose a single community for an entire enterprise. The community is created when the adminstrator (designated as the Community Manager) first sets up their account. The community name should be a short label that is descriptive enough to identify your organization.

A community manager can create multiple administrator accounts for that company so that user and VGo management can be distributed. Users must be part of the same community in which a particular VGo is registered, in order to be able to access it.  The community can grow as more VGos and users are added or additional communities can be created.  Admins manage their VGos and users with the VGoNet Manager on-line tool.

What is the Activation Key?

The Activation Key is used to associate a new VGo that has been powered on and connected to the network with the person who has purchased the VGo or who is assigned to administer the VGo.  When the VGo first connects to the network the activation code is display on the VGo screen.  The owner or administer then must enter that code into a field on a web page in VGoNet Manager.  This is described in detail in the user guide under “Add a VGo.”

Managing VGos and Communities

How does someone get authorization to use a VGo?

Contact the person who administers the VGo’s in your organization.  They will first set you up with an account so that you are an authorized user.   They can then grant you access to one or more VGo’s depending on your role.  For example, the CEO may have a VGo that only they use so they are the only one with access.  Another VGo could be owned by the sales team and only sales personnel are granted access.  Another could be located in a remote facility and every employee has access.

How to add a VGo to my community

A VGo can be added by anyone with a use role of adminstrator or manager.  The VGo must be powered on and connected to WiFi with internet access or Verizon 4G LTE to the point where an Activation Key is displayed on the VGo’s screen.

  • Go to www.vgocom.com, select My Account (upper right corner of page) and log-in
  • Select the VGos tab/page, then select Add a VGo
  • Enter the Activation Key that is displayed on the screen of the VGo, click Add
  • Your new VGo will be listed on the VGos page as New VGo for (community name)
  • Select the new VGo and select Edit Properties to modify its location name, timezone, etc
  • Select the users that you want to have access to this VGo
What is a user account? How do I get one?

A user account is required to be able to download the VGo App which is used to establish your presence with a distant VGo. To download the VGo App for the first time, you’ll need a username and password supplied by the VGo administrator in your organization.

What is a VCode?

A VCode is required to be entered as part of the profile information for the administrator (or owner) when a VGo is first configured.  This is part of the process of defining your VGo Community.  The VCode is found inside the VGo box.

What is a VGo Community?

Communities define a collection of users and VGos that are managed together. VGos can only be assigned to a single community and accessed by the users in that community so it is best to choose a single community for an entire enterprise. The community is created when the adminstrator (designated as the Community Manager) first sets up their account. The community name should be a short label that is descriptive enough to identify your organization.

A community manager can create multiple administrator accounts for that company so that user and VGo management can be distributed. Users must be part of the same community in which a particular VGo is registered, in order to be able to access it.  The community can grow as more VGos and users are added or additional communities can be created.  Admins manage their VGos and users with the VGoNet Manager on-line tool.

Who can get access to VGo?

Only people who have been given permission by an organization’s administrator can get access to VGo’s within that organization.

Purchasing a VGo

Are volume discounts available?

Yes, please contact us.

Can I get a unit to try before I purchase?

You can try a VGo by requesting a remote test drive here.  If you must try VGo in your facility please contact us.

Can I get a VGo without the subscription?

No.  VGo is sort of like a cell phone – it requires access to VGoNet.  In addition, the software updates, hardware warranty and personal support are important elements of the VGo solution.

How long does it take to get a VGo after placing my order?

Demand is increasing daily.  Call for availability.

What is included in the subscription?
  • Extended hardware warranty: if the hardware fails we’ll replace it immediately
  • Software warranty and updates: you’ll automatically get new software updates as we continue to enhance the VGo and fix any software problems if they arise
  • VGoNet Connectivity: VGoNet delivers continuous presence indicators to users so they know which VGos are available for their use. VGoNet also manages the best connectivity path through the network to ensure the highest level of performance
  • VGoNet Manager: access to the simple web management tool used by your administrators and users to manage the community of VGo’s and users in your organization
  • Unlimited help desk support – yes you speak with a live person (M-F, 9-5 Eastern)
Where can I get a demonstration?

Click here to request a remote demonstration where you can drive a VGo from your home or office.  If you’d like to see a VGo in person, contact us.  Also, you can check the upcoming events list where you can go see VGo in action.

Where is VGo available?

Currently VGo is only available in the US and Canada.  Contact us if you have a requirement for international deployments.

The VGo App

Can I connect to a VGo using a videoconferencing client / device from another vendor?

No, those applications do not have driving controls.

Can I get a copy of the end User License Agreement for the VGo App?

Yes.  Click here.

Can I record my visit?

Yes – by using a 3rd party application that records video coming into the computer and captures the audio spoken by the user and the audio heard by the VGo (eg both sides) .

For PC users we recommend Fraps – real-time video capture software.

For Mac users we recommend Snapz Pro X.  FYI – There is a recording utility that comes free with the Mac but in our testing we found that there is not enough processing power to run both the VGo App and the recording utility.

Can I use a joystick to drive VGo?

Not today.  Driving with the mouse pointer is sort of like using a joystick.

Can I use a tablet to drive a VGo?

Yes provided the tablet runs either Windows or Apple Mac OSX or is an iPad and it has enough processing power.  Tablets with Intel i5 or i7 work well.  The newer Atom based processors are borderline – you should try those first.  Recommended tablets include the Samsung Series 7 and Microsoft Surface Pro (the Surface RT will not run the VGo App).  Note that the usability of a tablet can be awkward as the VGo driver will need to hold or position the tablet at just the right angle to aim the camera at themselves (this is easier said than done).

You can download the VGo App for iPad from the Apple App Store.

How do I get the VGo App?
  • The VGo App is downloaded from the VGoNet Manager website.  The administrator in your organization will give you a username and password (you can change them) that give you access to VGoNet so you can download the software.  To log-in, click on My Account (upper right corner of VGo’s homepage).
  • If you are the first administrator for an organization, you are instructed how to get the software as part of the initial setup process.
  • If you are just taking a test drive and haven’t purchased, you will be supplied a temporary user name and password.  To schedule a remote test drive click here.
How do I get updates?

VGo App updates are available from VGoNet Manager as soon as they are released.  An email is sent to all users to let them know that an update is available.

How long does it take to learn how to drive a VGo?

Most users learn to drive in about 5 minutes.  Some are experts immediately, some will take about an hour of continuous driving to get used to the controls that combine speed and direction with the movement of the mouse pointer.

How many people can access a single VGo?

It can be a single person (dedicated) or everyone in an organization (shared).  Access permissions are assigned by the administrator.

What are the minimum hardware requirements for the VGo App?

Windows PC System requirements

  • Windows 8, Windows 7 (recommended), Vista, or XP with Service Pack 3
  • Intel Core2Duo, 2.0Ghz or equivalent or better
  • 2 GB RAM.
  • 40 MB free disk space on your hard drive.
  • Microphone and speakers or a headset (Headset or earbuds may dramatically improve audio quality depending on your PC model and configuration)
  • Camera
  • A mouse with a scroll wheel highly recommended

Apple Mac System requirements

  • Mac OS X version 10.6 or higher (Mountain Lion is supported)
  • Intel Processor
  • 2 GB RAM.
  • 40 MB free disk space on your hard drive.
  • Microphone and speakers or a headset (Headset or earbuds may dramatically improve audio quality depending on your Mac model and configuration)
  • Camera
  • A Magic Mouse with scrolling is highly recommended

iPad System requirements

  • iPad 2nd Generation or Later, iPad Mini
  • iOS Version 6.0 or Later
  • Headset or earbuds may dramatically improve audio quality
What is the size of the VGo App?

The current VGo App (version 2.0) is about 40MB.

Troubleshooting

I can hear people around the VGo but they can’t hear me.

Hangup.  Click on Settings at the bottom of the VGo PC App menu.  Select the Audio tab.  Select the microphone name that you will use to capture your audio.  Re-launch the VGo PC App and try again.

I get video from the VGo but the VGo does not display my video from my computer / webcam.

Hangup.  Click on Settings at the bottom of the VGo PC App menu.  Select the Video tab.  Select the camera name that you will use to capture your video.  Click on preview and you should see yourself.  Note: some applications that use a webcam do not release the camera resource (the VGo PC App can’t access it) until after that application is closed.  Try closing all applications that use the camera before opening the VGo PC App (make sure the VGo PC App is not running as a background task).

People around the VGo can hear me but I can’t hear them.

Make sure the volume is turned up on your computer and that your audio is not muted.  Can you hear audio from another application?  If yes, disconnect from the VGo.  Click on Settings at the bottom of the VGo PC App menu.  Select the Audio tab.  Make sure that the speakers that you use are selected.  Re-launch the VGo PC App and try again.

What do I do when I get a message on the VGo’s screen that says it is unknown to the server?

You’ll need to add your VGo back to your community. See How to Add a VGo above in the Managing VGos section in the FAQs.