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Troubleshooting Common Issues

This guide helps you resolve common problems you might encounter while using ThreadConnect.

🔐 Login Issues​

Cannot Log In​

Problem: You can't access your account or login fails.

Solutions:

  1. Check your credentials

    • Verify you're using your business email address as username
    • Ensure your password is correct (check caps lock)
    • Remember passwords are case-sensitive

  2. Try password reset

    • Click "Forgot Password" on the login screen
    • Check your email for reset instructions
    • Follow the link to create a new password

  3. Check 2FA code

    • Ensure you're entering the current code from Google Authenticator
    • Codes expire every 30 seconds - wait for a fresh code if needed
    • Make sure your phone's time is set correctly (affects 2FA timing)

  4. Contact support

    • If none of the above work, contact your supervisor or IT administrator
    • They can verify your account status and reset your credentials if needed

"Keep Me Signed In" Not Working​

Problem: You're logged out even though you checked "Keep me signed in"

Possible causes:

  • Using a shared/public computer (feature disabled for security)
  • Browser cookies are disabled or being cleared
  • Browser in incognito/private mode
  • Organization security policy requires frequent re-authentication

Solution:

  • Check your browser cookie settings
  • Don't use private/incognito mode
  • Contact IT if this happens on your personal device

📱 Google Authenticator Issues​

Lost Access to Authenticator App​

Problem: Phone lost, broken, or app deleted

Solution:

  • Contact your supervisor or IT administrator immediately
  • They will need to reset your 2FA settings
  • You'll set up Google Authenticator again on your new/restored device

Wrong Code or Code Not Working​

Problem: Google Authenticator code is rejected

Solutions:

  1. Wait for a fresh code (codes change every 30 seconds)
  2. Check your phone's time settings - they must be accurate
  3. Verify you're looking at the correct account in Authenticator (if you have multiple)
  4. Try closing and reopening the Authenticator app

📥 Task and Inquiry Issues​

Not Receiving New Tasks​

Problem: No new tasks appear in your inbox

Checklist:

  • ✅ Check your status - Must be set to "Available" (top right corner)
  • ✅ Refresh your browser - Click refresh or press F5
  • ✅ Check your assignment - Verify you're assigned to the correct team/queue
  • ✅ Check filters - Ensure no filters are hiding tasks
  • ✅ Ask team members - Are others receiving tasks?

If still no tasks:

  • Contact your supervisor to verify your account configuration

Duplicate Inquiries Appearing​

Problem: The same inquiry appears multiple times

Solution:

  • Do not respond to all duplicates
  • Follow your organization's [Duplicate Handling] procedure
  • Typically: Handle one, add note to others indicating duplicate
  • Report the issue to your supervisor

Cannot Open or View an Inquiry​

Problem: Clicking on an inquiry doesn't open it or shows an error

Solutions:

  1. Refresh your browser
  2. Clear browser cache
  3. Try a different browser (Chrome, Firefox, Edge)
  4. Check your internet connection
  5. Contact IT support if issue persists

💬 Communication Issues​

Cannot Send Message or Make Call​

Problem: Reply button doesn't work or calls fail

Checklist:

  • ✅ Check your internet connection
  • ✅ Verify you have permission to use that communication channel
  • ✅ Check if client's contact information is complete
  • ✅ Try refreshing the page

For call issues specifically:

  • Check your computer's microphone/speaker permissions
  • Test your headset or audio device
  • Verify browser allows microphone access

Messages Not Sending​

Problem: Your message seems stuck or doesn't send

Solutions:

  1. Check internet connection - weak connection can cause delays
  2. Don't click send multiple times - this may create duplicate messages
  3. Wait 30 seconds - sometimes there's a processing delay
  4. Copy your message (Ctrl+C) before refreshing in case you need to resend
  5. Refresh and try again

🔄 Transfer Issues​

Every task has one Send button for Transfer, Hand off and Refer out. See ThreadConnect Task Sender and Transferring Tasks.

Quick summary:

  • No Send button → The Task Sender is switched on for each organization by the ThreadConnect team. Ask your supervisor.
  • Only "Transfer" on the Send menu → Normal on a phone call, web chat or text. Hand off and Refer out are for voicemail, fax, web form and email.
  • Someone is missing from the Hand off / Refer out list → They have no email address saved. Ask your admin to add one.
  • "This department is closed right now" → Press Cancel to keep the task, or Transfer anyway.
  • Coworker didn't accept → Try transferring to a department instead
  • Transfer fails with error → Contact supervisor immediately (likely a system issue)

🖥️ Performance Issues​

ThreadConnect is Running Slowly​

Problem: Pages load slowly, delays in actions

Solutions:

  1. Check your internet speed

    • Run a speed test
    • Close other bandwidth-heavy applications (video streaming, large downloads)

  2. Close unnecessary browser tabs

    • Multiple open tabs consume memory and resources

  3. Clear browser cache

    • Instructions vary by browser
    • Helps remove stored data that might be slowing things down

  4. Restart your browser

    • Close completely and reopen
    • Sometimes resolves memory issues

  5. Update your browser

    • Use the latest version of Chrome, Firefox, or Edge

  6. Check computer resources

    • Close other applications you're not using
    • Restart your computer if it's been on for several days

Screen Not Loading or Blank Page​

Problem: ThreadConnect displays a blank screen or won't load

Solutions:

  1. Hard refresh - Ctrl+Shift+R (Windows) or Cmd+Shift+R (Mac)
  2. Clear cache and cookies for portal.connie.team
  3. Try incognito/private window to test if it's a cache issue
  4. Check browser compatibility - use supported browsers
  5. Disable browser extensions - some extensions conflict with ThreadConnect

🔧 Browser Compatibility​

  • ✅ Google Chrome (latest version)
  • ✅ Mozilla Firefox (latest version)
  • ✅ Microsoft Edge (latest version)
  • ❌ Internet Explorer (outdated, not supported)
  • ❌ Safari (limited testing, may have issues)

Always keep your browser updated to the latest version.

📞 When to Contact Support​

Contact your supervisor or IT support when:

  • 🆘 You've tried the troubleshooting steps and issue persists
  • 🆘 Multiple team members are experiencing the same problem
  • 🆘 You see error messages you don't understand
  • 🆘 System seems to be completely down or unresponsive
  • 🆘 Data appears incorrect or missing
  • 🆘 You need account settings changed
  • 🆘 You suspect a security issue

📋 Information to Provide When Reporting Issues​

Help support help you faster by providing:

  1. What happened - Brief description of the problem
  2. When it happened - Date and time
  3. What you were doing - Steps you took before the error
  4. Error messages - Exact text or screenshot
  5. What you tried - Troubleshooting steps you already attempted
  6. Browser and device - What you're using to access ThreadConnect

Example:

Issue: Cannot send messages to clients
When: January 15, 2025 at 2:30 PM
What I was doing: Trying to reply to an inquiry in my inbox
Error message: "Unable to send message - please try again"
What I tried: Refreshed page, cleared cache, tried different browser
Browser: Chrome Version 120 on Windows 10

🔍 Still Need Help?​

Remember: Most technical issues can be resolved with a simple refresh, cache clear, or browser restart. Try these first before escalating!