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First steps

  • Updated

Whenever you experience any problem or issue related to the use of the platform, we advise you to follow the steps below:

  1. First of all, follow the steps indicated in the articles for each specific problem, such as the troubleshooting tutorial found at the end of this article. This will help you to verify that the settings are correct.

  2. Keep the platform updated:

    • On the Web: if you get a pop-up window asking you to update, click on it. If this does not solve the problem, try clearing your cache and logging in again with your username and password.

    • In the App: check from the store that you have the latest version updated.

  3. If after following these steps the platform still does not work, check your connection. If it gives less than 20Mbps, the video call problems may be due to a poor connection. You can check this on the website Fast.

  4. It is also advisable to clear the cache. You can do it by clicking on the following links:

    Google Chrome:

    https://support.google.com/accounts/answer/32050?co=GENIE.Platform%3DDesktop&hl=es-419

    Mozilla Firefox

    https://support.mozilla.org/es/kb/limpia-la-cache-y-elimina-los-archivos-temporales-

  5. If the same problems persist, try changing your browser or device to avoid missing your session. Even if only occasionally, we recommend switching to the app if you are on the web.

 

Issues Tutorial

On the PC 💻

Google_Chrome_icon__February_2022_.svg.png  Chrome  

  1. On your computer, open Chrome and access a website.

  2. Click on the icon to the left of the web address: "Padlock", "Information" or "Dangerous".
  3. Click on "Website settings".
  4. Click the "Clear permissions" button.

mceclip0.png Firefox

  1. Click the Site Info button "Site Info" on the left side of the address bar.
  2. Go to the "Permissions" section.
  3. Click the X next to "Blocked" or "Temporarily Blocked" to change the status to "Allowed" or "Temporarily Allowed" and allow access to your device's camera and microphone.

From mobile 📱

  1. Check that the application is up to date: access the Play Store (Android) or App Store (iPhone) and check that the "Update" button is not displayed.
  2. Make sure you have a good internet connection, preferably wifi or at least a 4G network.
  3. Try to close background applications that may consume your connection while you are on a video call.
  4. Be in a quiet and well-lit place, avoiding background noise.
  5. Log out and log back in. Sometimes session permissions are corrupted and can cause crashes in the video call service.
  6. Battery saving mode and bluetooth connections can cause problems with the video call. Try to have them disabled during the session.
  7. Make sure that no other application is using the camera, microphone, and/or headset. Apps such as Whatsapp, Instagram or Facebook can interfere even when in the background.

❗❗ Safari mceclip0.png browser can cause platform crashes, so it is much more advisable to use Chrome. Tablets ❌ are also not compatible.

If after trying all these recommendations the technical problems continue, please contact the support team so we can find a solution, from the Chatbot in the bottom right corner.

 

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