search

Troubleshooting

Solutions to common issues with InsightAgent.

hashtag
Interview Issues

hashtag
Phone call not connecting

Symptoms: Call shows as DIALING but never connects

Solutions:

  1. Verify the dial-in phone number format (include country code, e.g., +1 for US)

  2. Check that the meeting ID is correct

  3. Ensure your account is active (not suspended or expired)

  4. Try again - the conference line may not have been ready

hashtag
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 (Chrome recommended)

  3. Check that the interview is SCHEDULED (Copy Link only available for scheduled interviews)

  4. Ensure expert allows microphone access when prompted

  5. Check for firewall blocking WebSocket connections

hashtag
No audio in web interview

Symptoms: Interview starts but no audio

Solutions:

  1. Expert: Check microphone permissions in browser

  2. Expert: Ensure correct microphone is selected in browser settings

  3. Expert: Try refreshing the page

  4. Expert: Test microphone with another app first

hashtag
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 (a few seconds)

  4. Contact support if issue persists

hashtag
Account Issues

hashtag
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

hashtag
Account suspended

Possible causes:

  • Demo account expired

  • Payment issue on paid account

Solutions:

  1. Check if you're on a demo account that may have expired

  2. Contact [email protected] to upgrade or resolve

hashtag
API Issues

hashtag
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 Check the key hasn't been revoked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 or Authorization: Bearer)

  4. Contact support to verify your API key status

hashtag
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

hashtag
Browser Issues

hashtag
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

hashtag
Features not working

Solutions:

  1. Enable JavaScript

  2. Allow cookies

  3. Update your browser to the latest version

  4. Disable ad blockers temporarily

hashtag
Expert Issues

hashtag
Expert can't hear the AI

Solutions:

  1. Expert should check their device volume

  2. Expert should ensure speakers/headphones are connected

  3. Expert should try refreshing the browser

  4. Expert should check that audio is not muted in browser tab

hashtag
Expert's microphone not working

Solutions:

  1. Expert should click "Allow" when browser requests microphone access

  2. Expert should check browser settings for blocked microphone permissions

  3. Expert should try a different browser

  4. Expert should test their microphone in another app

hashtag
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

    • Interview ID (if applicable)

PreviousFAQ

Last updated