Troubleshooting FAQ's for Agents / Clinicians
These FAQs are designed to support you as you get started with SQOD as an agent/clinician. For further help, contact our helpdesk at customer.support@involve.vc. Note: your organisation may also have its own support channels for raising requests.
Get Started
I haven't received my sign-up email.
Check your junk/spam folder, as the email may have been filtered there. If it's not there, ask your Manager or your organisation's nominated SQOD Department or Customer Administrator to resend the invitation.
My welcome email link says it has expired.
If time has passed between the invite being sent and you accessing it, the link may have expired. Request that it be resent by your Manager or nominated SQOD Administrator.
The login page says my email address or password may be incorrect or in the wrong format.
Double-check that the system-generated password has been copied accurately, with no extra spaces or punctuation. If the issue continues, contact the SQOD helpdesk at customer.support@involve.vc.
How do I reset my password?
On the sign-in screen, select 'Forgotten your password?', enter your email address, and follow the reset link sent to your inbox.
I'm not sure which authenticator app to use for Two Factor Authentication (2FA).
Please see our dedicated SQOD Authenticator page for information and instructions.
My 2FA pin code says it has expired or is incorrect.
The easiest fix is to clear your browser's cache and cookies. Click the padlock icon to the left of the website address and choose to clear cookies, then try again.
Joining a Video Call – The Pre-Call Test
The connection test is taking a long time – is that normal?
It can vary depending on your connection speed. Tests shouldn't take longer than 60 seconds; many complete much faster. If it takes longer than a minute, we recommend running an internet speed test at speedtest.net. Click GO to get your connection speed result.
The pre-call test has flagged a problem with my camera, microphone, or speakers.
Once the test completes, select 'Help me fix this' at the bottom of the page. You'll receive troubleshooting advice tailored to the issue:
Camera or microphone blocked: You may have selected Block rather than Allow when SQOD first requested access. Click the camera or padlock icon in the browser address bar and update the permissions, then select 'Try Again'. If that doesn't help: disconnect and reconnect external devices, restart and review your browser-level settings, or check your operating system permissions.
Speaker issues: Follow the same steps as for camera/microphone. If the problem continues, reconnect your headphones or speakers and check your device's OS sound settings.
Connection issues: Enable low data mode if available, move closer to your router or switch to an ethernet connection, restart your Wi-Fi router, close unnecessary apps and browser tabs, and disable any active VPN.
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
My connection dropped during the call – what happened?
This is usually a temporary connection drop. SQOD will attempt to navigate you back to where you were. If the issue persists and you're unable to reconnect, follow the Connection Issues steps above.