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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 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

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

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

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

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

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 sales@insightagent.io to upgrade or resolve

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 Check the key hasn't been revoked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 or Authorization: Bearer)
  4. Contact support to verify your API key status

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 to the latest version
  4. Disable ad blockers temporarily

Expert Issues​

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

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

Still need help?​

If these solutions don't resolve your issue:

  1. Email: support@insightagent.io
  2. Include:
    • Description of the issue
    • Steps to reproduce
    • Screenshots if applicable
    • Browser and OS version
    • Interview ID (if applicable)