Tech / System Troubleshooting Tips

Below are a few troubleshooting tips. We recommend trying the following to see if it resolves the issue, which eliminates end-user system trouble with devices, browsers, and wifi:
 

• Google Chrome is the required browser for using the Solace platform. If you're using anything other than Chrome, please log out, switch browsers, and log back in.
• Clear your cache/cookies. Let us know if you're not sure how to do this, and we can advise.

  • This is a great Cookie Remover Chrome add-on that the Solace Team uses, which removes history for a specific tab, so that overall browser data isn't wiped, requiring widespread logins:

    • https://chromewebstore.google.com/detail/cookie-remover/kcgpggonjhmeaejebeoeomdlohicfhce?pli=1
• Confirm no firewall or security in place affecting your experience, and confirm that the internet connection is strong and not disrupted.
• Try using a mobile hotspot. If it works, this identifies a network issue as the potential culprit. In that case, restart the router or contact your Internet Service Provider (ISP).
• Try signing in on a different device type (if using a tablet, try on a computer, and vice versa) and/or restarting the device (turn it off and then turn it back on again).
• If you are having issues with calls: run a speed test by visiting speedtest.net or using the Speedtest app. For phone calls, an upload and download speed of at least 5 Mbps each is ideal.
• For Solace Line Issues: Run a diagnostic test here with Twilio: Twilio Network Test and share results with us (we will need these to escalate to engineering).

A note on Screen Sizing (Zooming in and Out):

This can sometimes prevent buttons from being viewed or accessed. There are two different types of zooming functionality that could be the culprit. Adjusting these may see your unique situation resolved:

• Web browser zooming: This is when you click the magnifying glass in the browser's URL search bar (also has keyboard commands to perform the same function).
• Trackpad zooming: Unrelated to the browser, this zooms in and out of the entire screen's content.

If you are still having issues after trying these tips, please let us know so we can further assist!