🔄 Common Troubleshooting Issues

This guide addresses the most frequently encountered issues with tDoc AI receptionists and provides step-by-step solutions.

🔐 Authentication Problems

Issue: Unable to log in to the dashboard

Potential causes and solutions:

1. Incorrect credentials

   • Ensure you're using the correct email address
   • Reset your password using the "Forgot Password" link

2. Account activation

   • Check your email for the verification link
   • Look in your spam/junk folder if you can't find it
   • Request a new verification email from the login page

3. Browser issues

   • Clear your browser cookies and cache
   • Try using a different browser
   • Disable browser extensions that might interfere

💡 Tip: For security reasons, your account might be temporarily locked after multiple failed login attempts. Wait 15 minutes before trying again.

🧊 System Freezes

Issue: Dashboard or agent interface is unresponsive

Potential causes and solutions:

1. Browser performance

   • Close unnecessary tabs and applications
   • Refresh the page (Ctrl+F5 or Cmd+Shift+R)
   • Clear browser cache and restart

2. Connection issues

   • Check your internet connection
   • Try connecting to a different network if possible

3. System overload

   • If handling a high volume of calls, consider upgrading your plan
   • Distribute load across multiple agents

📦 Integration Failures

Issue: Third-party integrations not working properly

Potential causes and solutions:

1. API keys and credentials

   • Verify all API keys are correct and not expired
   • Check that integration credentials have the necessary permissions

2. Webhook configurations

   • Ensure webhook URLs are correctly formatted
   • Verify your firewall isn't blocking webhook requests

3. Compatibility issues

   • Check for recent updates to the third-party service
   • Review our integrations changelog for compatibility notes

💾 Data Not Saving

Issue: Changes to agent configuration or settings aren't being saved

Potential causes and solutions:

1. Unsaved changes

   • Make sure you click "Save" or "Apply" after making changes
   • Look for confirmation messages that indicate successful saves

2. Permission issues

   • Verify you have the necessary permissions to modify these settings
   • Team members may have restricted access based on their roles

3. Session timeouts

   • Your session may have expired - log out and log back in
   • Enable "Remember Me" for longer sessions

📱 Mobile Access Issues

Issue: Difficulty accessing or using the dashboard on mobile devices

Potential causes and solutions:

1. Mobile compatibility

   • Use the tDoc mobile app for better mobile experience
   • Switch to landscape mode for better visibility on the web interface

2. Zoom and display issues

   • Adjust your device's text size and display settings
   • Use pinch-to-zoom for accessing smaller interface elements

🔄 Next Steps

If you're experiencing a specific issue not covered in this guide:

• Check the specialized troubleshooting sections like Agent Behavior or Response Accuracy
• Review our community forum for solutions from other users
• Contact our support team for personalized assistance