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Common Issues

Learn how to troubleshoot common issues with your AI receptionist.

🔄 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

💾 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: