12Chapter 12 of 12
Troubleshooting
Reference material for troubleshooting.
| Problem | What to try |
|---|---|
| Dashboard says "Dashboard unavailable" | The CDR / analytics source is offline. Wait a minute and refresh; contact support if it persists. |
| Pipeline card shows "Some systems degraded" | One of Transcription queue / Transcription pipeline / Call records / Recordings storage is amber/red. Check the row colour and contact support if it stays red. |
| Directory shows fewer people than expected | Check the tab — Available, Offline, etc. filter the list. Reset to All. |
| Cannot add a person — "Extension number is in use" | The number collides with another account, alias, or queue. Pick a different number. |
| New person is Unregistered | They haven't signed a phone in yet. Confirm the extension, email, and password are correct and try the user-app sign-in. |
| Number is missing from Phone numbers | The tenant may not own it, or it hasn't synced yet. Refresh and check with your carrier or reseller. |
| Dial plan is missing from the Dial plans list | Plans currently bound to a Voice Agent are managed from the agent itself. |
| Voice agent list is empty | No portal-built agents yet. Mobile-only assistants don't appear here. |
| Call Analytics returns nothing | Filters are too narrow, or the window has no calls. Use Clear all filters and widen the date range. |
| Recording will not play | The presigned playback link may have expired. Refresh the page. |
| Transcript missing on a call | Either transcription was disabled at the time, or the call has not finished processing. |
| Sticky save bar will not save | A field on the page is in error. Fix any red fields and try again. |
| Webhook never fires | Confirm the URL is reachable from the Vodia host, the method matches, and the ON pill is showing. |
| Devices page tabs (MAC / IPEI) are both empty | You haven't provisioned any phones yet. Use Add in the MAC tab to start. |
| Location dropdown is empty in Location assignments | Add at least one active location in the Locations page first. |
| Star code does nothing | Confirm the code is set in the relevant section and saved. Some codes are gated on a per-extension or per-group permission. |
| Active calls keeps saying "Update failed" | Network or session issue. Reload the page; sign in again if prompted. |
| Recorded calls drawer will not close | Press Esc, or click outside the drawer. |
| Call log row will not open | The detail modal needs the row to have a stable Call-ID. Wait a few seconds if the call just ended. |
| User Mode button is disabled | The extension does not have a password set yet. Edit the extension and set one. |
| Auto attendant or conference edit page is blank | The account ID in the URL doesn't exist or hasn't loaded. Go back to the list and click in again. |