Troubleshooting

Solutions to common issues with InsightAgent.

Interview Issues

Phone call not connecting

Symptoms: Call shows as DIALING but never connects

Solutions:

  1. Verify the phone number format (use +1 for US)

  2. Check that the number accepts calls from unknown numbers

  3. Ensure you have available call minutes

  4. Try again during business hours

Web interview - expert can't join

Symptoms: Expert clicks link but gets an error

Solutions:

  1. Verify the link is correct and complete

  2. Have expert try a different browser

  3. Check that the interview is still active

  4. Ensure expert allows microphone access

  5. Check for firewall blocking WebSocket connections

No audio in web interview

Symptoms: Interview starts but no audio

Solutions:

  1. Expert: Check microphone permissions in browser

  2. Expert: Ensure microphone is selected in browser settings

  3. Expert: Try refreshing the page

  4. Expert: Test microphone with another app

Transcript not appearing

Symptoms: Interview running but transcript is empty

Solutions:

  1. Refresh the page

  2. Check your internet connection

  3. The transcript may have a brief delay

  4. Contact support if issue persists

Account Issues

Can't log in

Solutions:

  1. Double-check email and password

  2. Use "Forgot Password" to reset

  3. Clear browser cookies

  4. Try incognito/private mode

  5. Try a different browser

Locked out of account

Solutions:

  1. Wait 15 minutes for lockout to expire

  2. Use "Forgot Password" to reset

  3. Contact support if still locked

API Issues

401 Unauthorized errors

Solutions:

  1. Verify your API key is correct

  2. Check the key hasn't been revoked

  3. Ensure you're using the correct header (x-api-key)

  4. Regenerate the API key

429 Rate Limited

Solutions:

  1. Reduce request frequency

  2. Implement exponential backoff

  3. Upgrade to a higher plan for more requests

Slow API responses

Solutions:

  1. Check your internet connection

  2. Reduce payload size

  3. Use pagination for large lists

  4. Contact support for persistent slowness

Browser Issues

Page not loading

Solutions:

  1. Clear browser cache

  2. Disable browser extensions

  3. Try incognito/private mode

  4. Try a different browser

  5. Check internet connection

Features not working

Solutions:

  1. Enable JavaScript

  2. Allow cookies

  3. Update your browser

  4. Disable ad blockers temporarily

Still need help?

If these solutions don't resolve your issue:

  1. Email: [email protected]

  2. Include:

    • Description of the issue

    • Steps to reproduce

    • Screenshots if applicable

    • Browser and OS version

PreviousFAQ

Last updated