Service & Support

Our promise to you: First-class consulting, customised solutions and dedicated support – for your successful virtual transformation and the best possible TriCAT experience.

Personal consulting

We are one of the leading innovators in the field of virtual transformation and offer first-class consulting – from C-level up to specialist departments, from strategy all the way to implementation.

With us you’re sure to get the right concept and a customised solution for your virtual future. Take advantage of our know-how and experience gathered from more than 20 years of research, development and implementation.

We look forward to talking to you in person!

Customised solutions

With TriCAT, customers have a choice: You can either get started immediately with our on-demand products TriCAT spaces and TriCAT spaces Congress (flexible design configuration, operation and technical integration) – or we can design and implement a completely customised solution for your complex requirements.

Our many success stories demonstrate all the possibilities TriCAT offers. One example: Our VR experts implemented the virtual training and simulation environment for the century-long Gotthard Base Tunnel infrastructure project in Switzerland.

What can we do for you?

Customised support

We are here to assist you with technical support so that you can use TriCAT for your business rapidly and efficiently.

Furthermore, we will support you with the planning and implementation of your virtual event with TriCAT spaces Congress. Available on demand or with a service level agreement.

Good to know: Our service quality is TÜV-certified. Test us out today!

Courses and training sessions

The introduction of virtual-immersive solutions is a challenge for many companies and organisations. We provide support for your internal roll-out and the qualification of your trainers.

To ensure a successful start, we offer various training sessions and courses – so that you can use all technical possibilities of the TriCAT programs in your virtual events efficiently and relaxed.

FAQ

Find answers to your questions about TriCAT quickly and easily here.

1. General information about TriCAT spaces

What are the options for using TriCAT spaces?
TriCAT spaces on-demand The on-demand solution is suitable for companies and trainers/coaches who want to hold events with up to 40 people sporadically without entering into a contractual commitment. TriCAT Spaces is ready to use out of the box. Meeting hours are charged based on...
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What is the difference between 3D worlds like TriCAT spaces and other communication platforms?
Immerse and experience presence The choice of communication platform always depends on the context and goal of the event. Virtual 3D worlds allow users to immerse themselves in the situation and experience the training or meeting as if they were present. If users are not only to passively...
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Are there discounts for public education and charitable organizations?
We offer discounts for public educational institutions, charitable organizations and state recognized vocational schools in the healthcare sector. Please do not hesitate to contact us.
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Can TriCAT spaces be connected to my deployed enterprise software?
Even if a virtual 3D world can be operated as a completely independent solution, in many cases there is a desire or even a need for integration into an existing environment. Generally three areas are considered here: Connection to an existing learning environment (for example, to...
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Which media formats are feasible in the application?
On media walls and whiteboards JPG, PNG, TGA, GIF, BMP, PDF, PPT, PPTX, MP3, MP4, OGG, WAV and FLAV are allowed. Video and audio files can not be larger than 300 MB.The 3D viewer supports formats such as DAE, OBJ, FBX, STP and IGES. For animated models, we recommend DAE and FBX formats....
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May screenshots from the application be published?
The use of screenshots for electronic use (e.g. for social networks, websites, newsletters, e-mails, slideshows, mobile devices, splash screens), print materials, video use, etc. is permitted if permission has been granted by TriCAT GmbH prior to use. The copyright information directly...
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Can TriCAT spaces be used in the browser?
TriCAT spaces is a client server application. A browser-based version will additionally be available at the end of 2022 (as of May 2022).  
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Are there any restrictions on the use of TriCAT spaces?
Our offer is only directed to companies, tradesmen, (public) educational institutions and freelancers. Private customers can be invited as participants to a virtual event by an organizer (= customer of TriCAT spaces) at any time (e.g. coach or trainer invites his or her clients to...
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Can I try TriCAT spaces for free?
You can download the TriCAT spaces application here and go through the “First Steps” in the main menu. Since it is an offline version, no additional participants can be invited and some features like streaming or uploading files are not available.
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Note for private parties
Private individuals can be invited as participants to a virtual event by the organiser (= customer of TriCAT spaces) at any time. Please understand that direct rental of TriCAT spaces is only possible in the B2B sector. Our offer is therefore only aimed at companies, tradespeople,...
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2. System requirements & Settings

System requirements
Operating systems: Windows 8.1Windows 10 (no N versions like e.g. Windows 10 Home N)Mac OS X as of version 10.13 (authorization may have to be granted at the first startup) Hardware requirements Standard computer or laptop: no thin (or slim) client Hard disk space: 2 GB available...
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Information about the setup in restrictively secured networks
Ports Either port 80 or preferably port 443 must be enabled for the TCP protocol. Proxy servers can be configured in the application. SSL Certificate Request The TriCAT Spaces client makes HTTPS requests to various domains, strictly checking the SSL certificate for validity. For the...
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Selecting the primary graphics card on Windows
Many computers have two graphics cards: an integrated one and a dedicated one. Each expansion card is listed in the Microsoft Windows Device Manager. Graphics display problems can occur with TriCAT spaces when computers have both types of graphics cards, so you must configure your...
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Note for Microsoft N versions
An existing N installation can be made compatible with our application, if allowed in your company, via the following upgrade pack from Microsoft. Below is the external link https://www.microsoft.com/en-us/software-download/mediafeaturepack
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Tips for a successful start
We have the following tips for a successful start: Please check if you meet the system requirements. Perform the download in time (only necessary once). Ensure a strong WLAN signal. Using a wired connection, will help you get a more stable connection. Close unneeded applications and...
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3. Data Security at TriCAT

Storage of personal data
Only business contact data is required for operation (e-mail address, name). Optionally, users can specify their gender – useful for avatar selection – and set a profile picture. Data no longer required for operation is automatically deleted in accordance with the deletion...
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Cloud infrastructure l Security
TriCAT GmbH is TÜV ISO 27001 certified and a TISAX participant. Cloud infrastructure information It is ensured that the servers we use are located in Germany. As standard, we use AWS Germany, with corresponding DSGVO-compliant agreements. For persistent spaces, the infrastructure...
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TÜV ISO/IEC 27001
TriCAT GmbH is certified by the certification body of TÜV SÜD Management Service GmbH that the company has introduced and applies an information security management system in accordance with the “Declaration of Applicability” for the scope of • Development, distribution...
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TriCAT GmbH is TISAX participant
With TISAX – Trusted Information Security Assessment Exchange – the ENX Association supports the joint acceptance of information security assessments in the automotive industry on behalf of the VDA. The TISAX assessments are performed by audit providers who prove their...
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4. Training offers for TriCAT spaces

Train-the-Trainer l Technical Basic Training 1
Technical Basic Training 1 To enable you as an organizer to fully and efficiently enjoy all technical possibilities of TriCAT spaces during your virtual event, we offer the Train-the-Trainer Technical Basic Training 1 for your successful start. Course Objective The Technical...
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Train-the-Trainer | Training in 4 modules
Training in 4 modules The training concept, which consists of 4 modules that build on one another, enables participants to use TriCAT spaces routinely, confidently manage participants, and convey learning content in an exciting and sustainable way. After completing the training, participants...
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Do participants need training?
Your guests learn intuitively The operation of our virtual 3D learning and working worlds is largely intuitive. Participants in an online event acquire the ability to move naturally and confidently and to operate the system during the first few minutes. By going through the recommended...
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Introduction for participants by TriCAT
Onboarding offer from TriCAT If you want to get your future participants “on board” at an early stage, create enthusiasm and remove any hidden fears of contact, we offer our introductory module for participants. In a relaxed atmosphere, your future workshop participants...
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Individual qualification concepts l Rollout support
We will be happy to advise you on training and qualification models or work with you to develop a customized concept for your organization. We are happy to support you for a successful and smooth rollout of TriCAT software in your company.
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5. TriCAT spaces Congress

What is the difference between TriCAT spaces and TriCAT spaces Congress?
TriCAT spaces and TriCAT spaces Congress are two different applications (with different download links). The biggest differences are the possible number of people and the event management. In TriCAT spaces, up to 40 people can meet on-demand – spontaneously and without personal...
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What are the roles in TriCAT spaces Congress?
1. Moderators congress room SL (with event manager rights) 2. Protagonists congress room P (with participant rights) 3. Spectators (only in the congress room) 4. There is no spectator role in the breakout sessions, everyone has full avatar interactivity In the congress room up to...
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For event guests - Welcome!
You have been or will be invited to a major event in the virtual 3D world TriCAT spaces Congress. Here you will find preliminary information about TriCAT spaces Congress as well as step-by-step instructions on how to join and navigate the congress room. 1. Technical Check l Upfront...
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6. Downloading and running the application

TriCAT spaces Download
We are pleased that you would like to use TriCAT spaces! Download for PC Download for Mac (permission may need to be granted on first launch) If you have been invited to an event in TriCAT spaces Congress, please be sure to use the link from your invitation email. You can find tips...
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Where can the application be downloaded?
In the mail inviting you to an event, under item 1, there is a download link to the application: Alternatively, you can download TriCAT spaces here. If you have received an invitation for TriCAT spaces Congress, please only use the download link from your invitation mail.
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The Mac client displays black screen at startup (startup takes a long time)
This occurs when TriCAT spaces is started directly from the downloaded .dmg file.Please install the application correctly (drag the application from the opened .dmg file to Programs) and start it from the installed programs afterwards. Otherwise, communication with the system will...
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The firewall is blocking the application
The Windows firewall must not block the application. Please click Allow access.If you are not using a standard Windows firewall, please click Do not block.
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The virus scanner classifies spaces as a threat
To perform the download, you can add an exception to your virus scanner. The download process is secured.
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How to remove spaces?
TriCAT spaces delete on Windows: 1. Go to your file browser and enter “%localappdata%” without quotes. Then confirm with Enter. 2. The file path “User > Username > AppData > Local” opens. Locate the “TriCAT” folder and delete it. TriCAT...
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7. Logging into the application and joining the event

How do I participate in an event?
If you have received an invitation email, follow the steps listed there as follows. Download the application for Windows or Mac. The download links are in item 1 in your invitation email. Connect a headset with microphone to your computer. Launch the downloaded application Log in...
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How do I log in to the application?
The registration in the TriCAT spaces and TriCAT spaces Congress application is independent of the role (event manager, participant, spectator) with which you were invited to an event. The registration process in the application is identical for all roles. For participants without...
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I have not received an invitation email for the event
First, also check the mails in your suspected spam folder. If the mail cannot be found there either, contact the organizer.
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How do I create an account?
There are two different types of accounts: Organizer-Account Activated participant account Organizer-Account The Organizer account is created directly in the TriCAT spaces portal for creating and booking events. The login data (e-mail address + personal password) are later also used...
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What is a guest access code?
The guest access code is a one-time code per event (combination of numbers and/or letters), which makes event entry possible without owning an account. The code is created individually per person and event and should therefore not be passed on. It can be found in the invitation e-mail...
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Why have I not received a guest access code?
If you have not received a guest access code in your invitation e-mail under point 3a, you have either already activated your account or you are an organizer and registered in the TriCAT spaces portal. To log in to the application please use your e-mail address and your personal password.
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Why is the "Sessions" button grayed out?
Please log in first. You can find out more about logging into the application here.
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The mail for password reset does not arrive
Write a message to us at support@tricat.net that your password should be reset manually.
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8. Technical questions during the event

How do I avoid echo or noise?
Noise may be generated when using the microphone or speakers on the computer. If possible, a headset should always be used. If a headset is not available, those who are affected can be muted or put on push to talk mode.
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Optimize audio and microphone transmission
Click on “Local settings” in the main menu and then on the “Audio” tab. In the output device and microphone selection, you can select other audio devices and microphones in the drop-down menu. If your headset is not listed there, close the application, reconnect...
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How can I improve the performance?
The performance depends on your internet connection and computer power. You can achieve better utilization by: Closing programs and updates in the background Using LAN instead of WLAN if possible In the TriCAT-spaces local settings during the session: restrict the framerate and set...
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The computer gets hot or noisy or the screen flickers
If the load on your computer is too high, you should improve the general performance if possible.
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No streaming possible for desktop sharing, web browser, video/audio player and cloud desktop
Note that no streaming function is available in the “First Steps”.If streams are unstable, you should improve your general performance. Furthermore, it is recommended to upload larger videos and audio files (over 40 MB) that you need in your session beforehand (either...
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What is a log file and where can I find it?
The logfile contains the log of actions and processes that run during your session in TriCAT spaces. If errors occur, we may ask you for your logfile to locate the cause. Where and how you can find the logfile depends on your operating system and the initial situation. Windows, if...
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9. Error messages when running/downloading the application.

Spaces can’t be opened because the identity of the developer cannot be confirmed.
TriCAT spaces is not listed in the Apple store. When opening it for the first time, authorization must be granted. For authorization, please perform the following steps: Download the application Drag the application to your Applications folder Right-click (or left-click + CRTL key)...
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TriCAT spaces could not be configured. Make sure that you have at least 800 MB free disk space
If you receive this message despite having enough free space, the unpacking process is prevented by a restrictive network. Referring to our information, in restrictively secured networks, contact your IT department, which can unblock the correct ports and domains. If short-term assistance...
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TriCAT spaces could not be started. Do you want to try again?
Delete the application as described here and install it again.
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An error occurred during the download. Do you want the log file to get more information?
This message is caused by a restrictive network. Referring to our information in restrictively secured networks, contact your IT department, which can unblock the correct ports and domains.If short-term assistance from your IT department is not possible, switch to a guest network...
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An unknown error has occurred
Delete the application as described here and install it again.
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This app can't run on your PC
You can find out more here.
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10. Error messages in the open application

Failed to connect to the application server
These error messages can have several causes:If you are connected to your company’s network, it may be blocking access to the server. Referring to our information on setting up in restrictively secured networks, contact your IT department, which can unblock the correct ports...
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Server not reachable
This error message can have several causes:If you are connected to your company’s network, it may be blocking access to the server. Referring to our information on setting up in restrictively secured networks, contact your IT department, which can unblock the correct ports and...
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Invalid login data - when entering the guest access code
If you have created an account in the meantime, the guest code loses its validity. You can only log in with your email address and password. Furthermore, check if you have downloaded the software that was linked in point 1 in your invitation email and that you are not possibly using...
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Invalid login data - when entering the account data
Check that you have entered the correct email address and password. You can reset the password if necessary.Furthermore, check if you have downloaded the software that was linked in point 1 in your invitation email and that you are not possibly using another one to log in.
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There is currently no session booked for you
If you are sure that the event should already be displayed to you, close the application and open it again. If there are still a few days between your attempt to join and the event, it may be that the event has not yet been officially booked and is therefore not displayed to you....
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Authentication failed
If you are connected to your company’s network, it may be blocking access to the server. Referring to our information on setting up in restrictively secured networks, contact your IT department, which can unblock the correct ports and domains.If short-term assistance from your...
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Have you not found a suitable answer?

Feel free to email us at support@tricat.net