Skip to content
Univerx docs

Troubleshooting and FAQ

Use this page when something is not working as expected. Each section describes the problem, what you will see, and the steps to fix it.

I cannot log in

Section titled “I cannot log in”

Forgotten password

Section titled “Forgotten password”
  1. On the login page, click Forgot password?
  2. Enter your work email address and submit the form.
  3. Check your inbox for a reset link and follow the instructions.

Account temporarily locked

Section titled “Account temporarily locked”

You will see: “Too many login attempts. Please try again in X minutes.”

  • Wait the amount of time shown in the message.
  • After the wait, try again with the correct password.
  • If you are still locked out, contact your IT team.

MFA code not working

Section titled “MFA code not working”
  • Make sure the time on your phone is set to automatic (MFA codes are time-sensitive).
  • Use the most recent code from your authenticator app — codes expire every 30 seconds.
  • If you have lost access to your authenticator app, contact your IT team to reset MFA.

”Don’t have an account?” shown instead of login

Section titled “”Don’t have an account?” shown instead of login”
  • You may be on the registration page. Look for a Sign in link and click it.

My camera is not working

Section titled “My camera is not working”

What you see: Your video tile is black, or the customer cannot see you.

  1. Check that your browser has camera permission for Univerx:
    • Chrome: Click the camera icon in the address bar → Set to Allow → Refresh the page.
    • Edge: Click the lock icon → Set Camera to Allow → Refresh.
  2. Check that no other application is using the camera at the same time (Teams, Zoom, Slack, etc.). Close those apps and refresh.
  3. If you use an external USB webcam, try unplugging and reconnecting it. Try a different USB port.
  4. Restart your browser completely.
  5. If the issue persists, try using a different browser (Google Chrome is recommended).

My microphone is not working

Section titled “My microphone is not working”

What you see: The customer cannot hear you, or your audio indicator shows no activity.

  1. Check that your browser has microphone permission for Univerx (same steps as camera above).
  2. Make sure you are not muted — look for the microphone icon in the video call toolbar. If it has a line through it, click it to unmute.
  3. Check your computer’s sound settings to make sure the correct microphone is selected as the default input device.
  4. Close other apps that may be using the microphone.
  5. Try refreshing the browser tab to reconnect.

The customer cannot hear me

Section titled “The customer cannot hear me”
  • Confirm you are not muted in the call.
  • Ask the customer to check their own speaker or headset volume.
  • Try ending and rejoining the call.

No incoming calls are appearing in my queue

Section titled “No incoming calls are appearing in my queue”

What you see: The queue table shows “No customers in queue” for an extended time.

  1. Confirm the Dashboard is still open and your browser tab has not crashed (reload if in doubt).
  2. Check with your manager that you are assigned to the correct queue.
  3. Check whether the widget on your company’s website is online and accessible to customers.
  4. Try refreshing the Dashboard page.

A call dropped unexpectedly

Section titled “A call dropped unexpectedly”

What you see: You are returned to the Dashboard mid-call, or you see the “Meeting ended” screen unexpectedly.

  1. Check your internet connection — open another website to confirm you are online.
  2. Return to the Dashboard and click Join again if the customer is still in the queue.
  3. If the customer is no longer in the queue, check Call history to see if the session was logged as Dropped.
  4. Note the Session ID from the status bar of the call (visible at the top of the video call screen) and share it with your IT team if you need to report the issue.

Video call page shows “video session not found”

Section titled “Video call page shows “video session not found””

What you see: The page reads: “This page requires a valid session ID. Please access it from the dashboard or use a valid video call link.”

  • Do not try to navigate directly to the /video-call page.
  • Always start a call by clicking Join next to a customer in the Customer queue table on the Dashboard.

The app is slow or not loading

Section titled “The app is slow or not loading”
  1. Check your internet connection speed. Video calls require a stable connection (minimum 5 Mbps recommended).
  2. Close unused browser tabs and other applications to free up memory.
  3. Clear your browser cache:
    • Chrome: Menu → More tools → Clear browsing data → Cached images and files → Clear data.
  4. Try a hard refresh: press Ctrl+Shift+R (Windows/Linux) or Cmd+Shift+R (Mac).
  5. If the Dashboard fails to load entirely, you will see: “Error loading dashboard data! Please try refreshing the page.” Refresh the page and try again.

Supported browsers

Section titled “Supported browsers”

For the best experience, use one of these browsers:

BrowserSupport level
Google Chrome (latest)Fully supported — recommended
Microsoft Edge (latest)Fully supported
Mozilla Firefox (latest)Supported
Apple SafariLimited — some features may not work as expected

Who to contact for help

Section titled “Who to contact for help”

If the steps on this page do not solve your problem:

  • For login and account issues: contact your IT team or system administrator.
  • For call quality and technical issues: contact your IT team and provide the Session ID from the call (visible at the top of the video call screen).
  • For questions about the queue or your availability settings: contact your manager.
Glossary Definitions of key terms and statuses you will see in Univerx.