Troubleshooting for Agents / Clinicians
These frequently asked questions are designed to support you as you embark on your SQOD journey as you get started as an Agent /Clinician.
Should you need to reach out to one of our skilled helpdesk technicians, we are happy to help and can be contacted on customer.support@involve.vc .
Nb. Your organisation may have it’s own standard Support channels for raising requests.
Get Started
I haven't received my sign-up email into my inbox?
If you are new to the SQOD platform, please check your junk folder, as the email may have entered there. If it hasn’t, please speak to your Manager or your organisations nominated SQOD Department or Customer Administrator to have your email invitation re-sent to you.
When I click on the link in my welcome email, it says the link has expired?
If there has been a lapse in time between your email invitation being sent out and you accessing it to log in (ie., holiday), you may need to request the link is resent out to you via your Manager or the nominated SQOD Department or .Customer Admin for your organisation
At the log-in page, after entering my email address, it’s says the email address or password may be incorrect or in the wrong format?
Please double check you have copied the system generated password correctly and when pasting have added no spaces or full stops. If you are certain, and the password continues to be incorrect, please contact the SQOD helpdesk on customer.support@involve.vc
How do I reset my password?
On the 'sign into your account' screen, there is a ‘forgotten your password’ field underneath ‘Sign In’. Once selected, enter your email address and you will receive a reset password email into your inbox to make the change.
For the Two Factor Authentication (2FA) process I am being asked to follow, I am not sure what authenticator app to use. What’s recommended?
Please see our dedicated SQOD Authenticator page for information and instructions.
The platform says my 2FA pin code has expired or is incorrect?
If the authenticator app is not allowing the code presented to verify the login you may need to clear the browsers cache and cookies, the easiest method for this would be to click on the padlock icon to the left of the website address and choose to clear cookies.
Joining a Video Call - the pre-call test
I have been asked to run a pre-call test and the connection test is taking a while – is that usual?
It is quite typical, depending on the speed of your internet connection. Connection tests shouldn’t take longer than 60 seconds; some are a lot quicker. If longer than a minute, we recommend that you run an internet speed test . You can run a simple test from https://www.speedtest.net/ . Simply click GO in the middle of the page and this will provide you with a speed test result for your connection.
Sqod’s pre-call test has indicated there is a problem with my camera, microphone or speaker – what should I do?
Ensure the test has completed, and choose ‘help me fix this’ from the bottom of the test page. You will be offered trouble shooting advice, depending on the issue, such as :-
1) Camera or Microphone are blocked:-
When SQOD first asks permission to access your camera and microphone, you may have chosen "Block" instead of "Allow" by mistake. In this case, please press the camera or padlock icon in the browser's address bar to undo the block, then press "Try Again."
If the above isn't successful, try the following:
- Disconnect and reconnect any external cameras or microphones
- Restart and then review your browser-level settings
- Review your computer's operating system permissions
2) Loud speaker issues:-
Most permissions-related speaker issues should be resolved by following the above steps for camera and microphone. If you have continued speaker problems, consider the following:
-Try connecting or reconnecting any headphones or speaker devices you're attempting to use
-Review your computer's operating system permissions and sound settings
3) Connection issues:-
Many factors can contribute to poor network connection. Try the following to improve your experience. Enable low data mode by selecting the toggle provide
In addition, try getting closer to the router, connecting via ethernet cable, and/or restarting your WiFi router. Close any apps, tabs, or devices accessing the internet that aren't required for the call. If you have a VPN try disabling it and reconnecting to the room.
During a live Video call
This image popped up in a video call and my connection was unstable, what happened?
In this instance it is likely that your connection dropped out temporarily, particularly if it rectified itself during the course of the call. SQOD will aim to navigate you back to where you were before the connection dropped. If you continued to get this message, and were unable to proceed, we’d recommend following the steps under Connection issues to try to rectify the problem.