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pb-4 text-base"><a href="/en/" class="pr-2 text-body-primary-color no-underline hover:text-body-secondary-color">All Collections</a><div class="pr-2" aria-hidden="true"><svg width="6" height="10" viewBox="0 0 6 10" class="block h-2 w-2 fill-body-secondary-color rtl:rotate-180" xmlns="http://www.w3.org/2000/svg"><path fill-rule="evenodd" clip-rule="evenodd" d="M0.648862 0.898862C0.316916 1.23081 0.316916 1.769 0.648862 2.10094L3.54782 4.9999L0.648862 7.89886C0.316916 8.23081 0.316917 8.769 0.648862 9.10094C0.980808 9.43289 1.519 9.43289 1.85094 9.10094L5.35094 5.60094C5.68289 5.269 5.68289 4.73081 5.35094 4.39886L1.85094 0.898862C1.519 0.566916 0.980807 0.566916 0.648862 0.898862Z"></path></svg></div><div class="text-body-secondary-color">Troubleshooting</div></div><div class="flex flex-col gap-10 max-sm:gap-8 max-sm:pt-2 pt-4" id="troubleshooting"><div><div class="mb-5"><div id="collection-icon-3675563" class="flex items-center rounded-card bg-cover stroke-collection-card-color text-collection-card-color justify-start" data-testid="collection-photo"><div class="h-9 w-9 sm:h-10 sm:w-10"><img src="https://intercom.help/snapcall-13ec9100a242/assets/svg/icon:info-question/0099CC" alt="" width="100%" height="100%" loading="lazy"/></div></div></div><div class="flex flex-col"><header class="mb-1 font-primary text-2xl font-bold leading-10 text-body-primary-color">Troubleshooting</header><div class="text-md font-normal leading-normal text-body-primary-color"><p>How to solve the most frequent issues related to network, browser. Guide agents to the best way of setting up the tool for them. </p></div></div><div class="mt-5"><div class="flex gap-2" aria-hidden="true"><div class="flex flex-row"><div class="flex shrink-0 flex-col items-center justify-center rounded-full leading-normal sm:flex-row" data-testid="avatars"><img width="24" height="24" src="https://static.intercomassets.com/avatars/5759734/square_128/0-1_2-1666079850.jpg" alt="Alessandro Angioni avatar" class="inline-flex items-center justify-center rounded-full bg-primary text-lg font-bold leading-6 text-primary-text shadow-solid-2 shadow-body-bg [&:nth-child(n+2)]:hidden lg:[&:nth-child(n+2)]:inline-flex h-6 w-6 z-4"/><img width="24" height="24" src="https://static.intercomassets.com/avatars/5764938/square_128/profile-pic_%284%29-1666633771.png" alt="Guillaume Chauviere avatar" class="inline-flex items-center justify-center rounded-full bg-primary text-lg font-bold leading-6 text-primary-text shadow-solid-2 shadow-body-bg [&:nth-child(n+2)]:hidden lg:[&:nth-child(n+2)]:inline-flex h-6 w-6 ltr:-ml-1.5 rtl:-mr-1.5 z-3"/><img width="24" height="24" src="https://static.intercomassets.com/avatars/7188932/square_128/D82_5968-1710349227.jpg" alt="Hamza Abaelgarch avatar" class="inline-flex items-center justify-center rounded-full bg-primary text-lg font-bold leading-6 text-primary-text shadow-solid-2 shadow-body-bg [&:nth-child(n+2)]:hidden lg:[&:nth-child(n+2)]:inline-flex h-6 w-6 ltr:-ml-1.5 rtl:-mr-1.5 z-2"/></div></div><span class="line-clamp-1 flex flex-wrap items-center text-base text-body-secondary-color"><span class="hidden sm:inline">By Alessandro and 2 others</span><span class="inline sm:hidden">3 authors</span><svg width="4" height="4" viewBox="0 0 16 16" xmlns="http://www.w3.org/2000/svg" fill="currentColor" class="m-2"><path d="M15 8C15 4.13401 11.866 1 8 1C4.13401 1 1 4.13401 1 8C1 11.866 4.13401 15 8 15C11.866 15 15 11.866 15 8Z"></path></svg>14 articles</span></div></div></div><div class="flex flex-col gap-5"><section class="flex flex-col rounded-card border border-solid border-card-border bg-card-bg p-2 sm:p-3"><a class="duration-250 group/article flex flex-row justify-between gap-2 py-2 no-underline transition ease-linear hover:bg-primary-alpha-10 hover:text-primary sm:rounded-card-inner sm:py-3 rounded-card-inner px-3" href="https://help.snapcall.io/en/articles/9902279-how-do-i-test-my-connection-and-call-settings" data-testid="article-link"><div class="flex flex-col p-0"><span class="m-0 text-md text-body-primary-color group-hover/article:text-primary font-regular">How do I test my connection and call settings?</span></div><div class="flex shrink-0 flex-col justify-center p-0"><svg class="block h-4 w-4 text-primary ltr:-rotate-90 rtl:rotate-90" fill="currentColor" viewBox="0 0 20 20" xmlns="http://www.w3.org/2000/svg"><path fill-rule="evenodd" d="M5.293 7.293a1 1 0 011.414 0L10 10.586l3.293-3.293a1 1 0 111.414 1.414l-4 4a1 1 0 01-1.414 0l-4-4a1 1 0 010-1.414z" clip-rule="evenodd"></path></svg></div></a></section><section class="flex flex-col rounded-card border border-solid border-card-border bg-card-bg p-2 sm:p-3"><div id="video-calls"><div class="p-3 pb-6 text-body-primary-color" data-testid="collection-card-header"><a class="duration-250 no-underline transition ease-linear hover:text-primary" href="https://help.snapcall.io/en/collections/9730959-video-calls"><div class="t__h2 m-0 text-xl font-bold no-underline">Video calls</div></a></div><hr class="mx-3 mb-2 mt-0 border-0 border-t border-solid border-body-border"/><a class="duration-250 group/article flex flex-row justify-between gap-2 py-2 no-underline transition ease-linear hover:bg-primary-alpha-10 hover:text-primary sm:rounded-card-inner sm:py-3 rounded-card-inner px-3" href="https://help.snapcall.io/en/articles/6672298-how-can-i-troubleshoot-in-call-error-messages" data-testid="article-link"><div class="flex flex-col p-0"><span class="m-0 text-md text-body-primary-color group-hover/article:text-primary font-regular">How can I troubleshoot in-call error messages?</span></div><div class="flex shrink-0 flex-col justify-center p-0"><svg class="block h-4 w-4 text-primary ltr:-rotate-90 rtl:rotate-90" fill="currentColor" viewBox="0 0 20 20" xmlns="http://www.w3.org/2000/svg"><path fill-rule="evenodd" d="M5.293 7.293a1 1 0 011.414 0L10 10.586l3.293-3.293a1 1 0 111.414 1.414l-4 4a1 1 0 01-1.414 0l-4-4a1 1 0 010-1.414z" clip-rule="evenodd"></path></svg></div></a><a class="duration-250 group/article flex flex-row justify-between gap-2 py-2 no-underline transition ease-linear hover:bg-primary-alpha-10 hover:text-primary sm:rounded-card-inner sm:py-3 rounded-card-inner px-3" href="https://help.snapcall.io/en/articles/6675778-why-i-can-t-establish-a-video-call-via-snapcall" data-testid="article-link"><div class="flex flex-col p-0"><span class="m-0 text-md text-body-primary-color group-hover/article:text-primary font-regular">Why I can't establish a video call via Snapcall?</span></div><div class="flex shrink-0 flex-col justify-center p-0"><svg class="block h-4 w-4 text-primary ltr:-rotate-90 rtl:rotate-90" fill="currentColor" viewBox="0 0 20 20" xmlns="http://www.w3.org/2000/svg"><path fill-rule="evenodd" d="M5.293 7.293a1 1 0 011.414 0L10 10.586l3.293-3.293a1 1 0 111.414 1.414l-4 4a1 1 0 01-1.414 0l-4-4a1 1 0 010-1.414z" clip-rule="evenodd"></path></svg></div></a><a class="duration-250 group/article flex flex-row justify-between gap-2 py-2 no-underline transition ease-linear hover:bg-primary-alpha-10 hover:text-primary sm:rounded-card-inner sm:py-3 rounded-card-inner px-3" href="https://help.snapcall.io/en/articles/6705256-on-my-website-customers-are-getting-invalid-id-message-when-they-try-to-launch-a-video-call" data-testid="article-link"><div class="flex flex-col p-0"><span class="m-0 text-md text-body-primary-color group-hover/article:text-primary font-regular">On my website, customers are getting "invalid ID" message when they try to launch a video call.</span></div><div class="flex shrink-0 flex-col justify-center p-0"><svg class="block h-4 w-4 text-primary ltr:-rotate-90 rtl:rotate-90" fill="currentColor" viewBox="0 0 20 20" xmlns="http://www.w3.org/2000/svg"><path fill-rule="evenodd" d="M5.293 7.293a1 1 0 011.414 0L10 10.586l3.293-3.293a1 1 0 111.414 1.414l-4 4a1 1 0 01-1.414 0l-4-4a1 1 0 010-1.414z" clip-rule="evenodd"></path></svg></div></a><a class="duration-250 group/article flex flex-row justify-between gap-2 py-2 no-underline transition ease-linear hover:bg-primary-alpha-10 hover:text-primary sm:rounded-card-inner sm:py-3 rounded-card-inner px-3" href="https://help.snapcall.io/en/articles/6672261-why-can-t-i-unlock-camera-and-microphone" data-testid="article-link"><div class="flex flex-col p-0"><span class="m-0 text-md text-body-primary-color group-hover/article:text-primary font-regular">Why can't I unlock camera and microphone?</span></div><div class="flex shrink-0 flex-col justify-center p-0"><svg class="block h-4 w-4 text-primary ltr:-rotate-90 rtl:rotate-90" fill="currentColor" viewBox="0 0 20 20" xmlns="http://www.w3.org/2000/svg"><path fill-rule="evenodd" d="M5.293 7.293a1 1 0 011.414 0L10 10.586l3.293-3.293a1 1 0 111.414 1.414l-4 4a1 1 0 01-1.414 0l-4-4a1 1 0 010-1.414z" clip-rule="evenodd"></path></svg></div></a><a class="duration-250 group/article flex flex-row justify-between gap-2 py-2 no-underline transition ease-linear hover:bg-primary-alpha-10 hover:text-primary sm:rounded-card-inner sm:py-3 rounded-card-inner px-3" href="https://help.snapcall.io/en/articles/6672302-why-i-can-t-screenshare-from-a-mobile-device" data-testid="article-link"><div class="flex flex-col p-0"><span class="m-0 text-md text-body-primary-color group-hover/article:text-primary font-regular">Why I can't screenshare from a mobile device?</span></div><div class="flex shrink-0 flex-col justify-center p-0"><svg class="block h-4 w-4 text-primary ltr:-rotate-90 rtl:rotate-90" fill="currentColor" viewBox="0 0 20 20" xmlns="http://www.w3.org/2000/svg"><path fill-rule="evenodd" d="M5.293 7.293a1 1 0 011.414 0L10 10.586l3.293-3.293a1 1 0 111.414 1.414l-4 4a1 1 0 01-1.414 0l-4-4a1 1 0 010-1.414z" clip-rule="evenodd"></path></svg></div></a></div><div></div></section><section class="flex flex-col rounded-card border border-solid border-card-border bg-card-bg p-2 sm:p-3"><div id="clip"><div class="p-3 pb-6 text-body-primary-color" data-testid="collection-card-header"><a class="duration-250 no-underline transition ease-linear hover:text-primary" href="https://help.snapcall.io/en/collections/9457554-clip"><div class="t__h2 m-0 text-xl font-bold no-underline">Clip</div></a></div><hr class="mx-3 mb-2 mt-0 border-0 border-t border-solid border-body-border"/><a class="duration-250 group/article flex flex-row justify-between gap-2 py-2 no-underline transition ease-linear hover:bg-primary-alpha-10 hover:text-primary sm:rounded-card-inner sm:py-3 rounded-card-inner px-3" href="https://help.snapcall.io/en/articles/9323397-why-i-can-t-open-a-media" data-testid="article-link"><div class="flex flex-col p-0"><span class="m-0 text-md text-body-primary-color group-hover/article:text-primary font-regular">Why I can't open a media?</span></div><div class="flex shrink-0 flex-col justify-center p-0"><svg class="block h-4 w-4 text-primary ltr:-rotate-90 rtl:rotate-90" fill="currentColor" viewBox="0 0 20 20" xmlns="http://www.w3.org/2000/svg"><path fill-rule="evenodd" d="M5.293 7.293a1 1 0 011.414 0L10 10.586l3.293-3.293a1 1 0 111.414 1.414l-4 4a1 1 0 01-1.414 0l-4-4a1 1 0 010-1.414z" clip-rule="evenodd"></path></svg></div></a><a class="duration-250 group/article flex flex-row justify-between gap-2 py-2 no-underline transition ease-linear hover:bg-primary-alpha-10 hover:text-primary sm:rounded-card-inner sm:py-3 rounded-card-inner px-3" href="https://help.snapcall.io/en/articles/9305637-why-there-is-image-noise-on-the-media-uploaded" data-testid="article-link"><div class="flex flex-col p-0"><span class="m-0 text-md text-body-primary-color group-hover/article:text-primary font-regular">Why there is image noise on the media uploaded?</span></div><div class="flex shrink-0 flex-col justify-center p-0"><svg class="block h-4 w-4 text-primary ltr:-rotate-90 rtl:rotate-90" fill="currentColor" viewBox="0 0 20 20" xmlns="http://www.w3.org/2000/svg"><path fill-rule="evenodd" d="M5.293 7.293a1 1 0 011.414 0L10 10.586l3.293-3.293a1 1 0 111.414 1.414l-4 4a1 1 0 01-1.414 0l-4-4a1 1 0 010-1.414z" clip-rule="evenodd"></path></svg></div></a></div><div></div></section><section class="flex flex-col rounded-card border border-solid border-card-border bg-card-bg p-2 sm:p-3"><div id="network"><div class="p-3 pb-6 text-body-primary-color" data-testid="collection-card-header"><a class="duration-250 no-underline transition ease-linear hover:text-primary" href="https://help.snapcall.io/en/collections/9730958-network"><div class="t__h2 m-0 text-xl font-bold no-underline">Network </div></a></div><hr class="mx-3 mb-2 mt-0 border-0 border-t border-solid border-body-border"/><a class="duration-250 group/article flex flex-row justify-between gap-2 py-2 no-underline transition ease-linear hover:bg-primary-alpha-10 hover:text-primary sm:rounded-card-inner sm:py-3 rounded-card-inner px-3" href="https://help.snapcall.io/en/articles/6652432-which-are-the-minimum-requirements-to-make-snapcall-works" data-testid="article-link"><div class="flex flex-col p-0"><span class="m-0 text-md text-body-primary-color group-hover/article:text-primary font-regular">Which are the minimum requirements to make SnapCall works?</span></div><div class="flex shrink-0 flex-col justify-center p-0"><svg class="block h-4 w-4 text-primary ltr:-rotate-90 rtl:rotate-90" fill="currentColor" viewBox="0 0 20 20" xmlns="http://www.w3.org/2000/svg"><path fill-rule="evenodd" d="M5.293 7.293a1 1 0 011.414 0L10 10.586l3.293-3.293a1 1 0 111.414 1.414l-4 4a1 1 0 01-1.414 0l-4-4a1 1 0 010-1.414z" clip-rule="evenodd"></path></svg></div></a><a class="duration-250 group/article flex flex-row justify-between gap-2 py-2 no-underline transition ease-linear hover:bg-primary-alpha-10 hover:text-primary sm:rounded-card-inner sm:py-3 rounded-card-inner px-3" href="https://help.snapcall.io/en/articles/6715446-how-to-troubleshoot-general-issues-with-snapcall" data-testid="article-link"><div class="flex flex-col p-0"><span class="m-0 text-md text-body-primary-color group-hover/article:text-primary font-regular">How to troubleshoot general issues with SnapCall?</span></div><div class="flex shrink-0 flex-col justify-center p-0"><svg class="block h-4 w-4 text-primary ltr:-rotate-90 rtl:rotate-90" fill="currentColor" viewBox="0 0 20 20" xmlns="http://www.w3.org/2000/svg"><path fill-rule="evenodd" d="M5.293 7.293a1 1 0 011.414 0L10 10.586l3.293-3.293a1 1 0 111.414 1.414l-4 4a1 1 0 01-1.414 0l-4-4a1 1 0 010-1.414z" clip-rule="evenodd"></path></svg></div></a><a class="duration-250 group/article flex flex-row justify-between gap-2 py-2 no-underline transition ease-linear hover:bg-primary-alpha-10 hover:text-primary sm:rounded-card-inner sm:py-3 rounded-card-inner px-3" href="https://help.snapcall.io/en/articles/6715320-all-about-snapcall-ip-addresses" data-testid="article-link"><div class="flex flex-col p-0"><span class="m-0 text-md text-body-primary-color group-hover/article:text-primary font-regular">All About SnapCall IP Addresses</span></div><div class="flex shrink-0 flex-col justify-center p-0"><svg class="block h-4 w-4 text-primary ltr:-rotate-90 rtl:rotate-90" fill="currentColor" viewBox="0 0 20 20" xmlns="http://www.w3.org/2000/svg"><path fill-rule="evenodd" d="M5.293 7.293a1 1 0 011.414 0L10 10.586l3.293-3.293a1 1 0 111.414 1.414l-4 4a1 1 0 01-1.414 0l-4-4a1 1 0 010-1.414z" clip-rule="evenodd"></path></svg></div></a></div><div></div></section><section class="flex flex-col rounded-card border border-solid border-card-border bg-card-bg p-2 sm:p-3"><div id="general"><div class="p-3 pb-6 text-body-primary-color" data-testid="collection-card-header"><a class="duration-250 no-underline transition ease-linear hover:text-primary" href="https://help.snapcall.io/en/collections/9730962-general"><div class="t__h2 m-0 text-xl font-bold no-underline">General</div></a></div><hr class="mx-3 mb-2 mt-0 border-0 border-t border-solid border-body-border"/><a class="duration-250 group/article flex flex-row justify-between gap-2 py-2 no-underline transition ease-linear hover:bg-primary-alpha-10 hover:text-primary sm:rounded-card-inner sm:py-3 rounded-card-inner px-3" href="https://help.snapcall.io/en/articles/9323589-how-to-generate-and-send-har-files" data-testid="article-link"><div class="flex flex-col p-0"><span class="m-0 text-md text-body-primary-color group-hover/article:text-primary font-regular">How to Generate and Send HAR Files?</span></div><div class="flex shrink-0 flex-col justify-center p-0"><svg class="block h-4 w-4 text-primary ltr:-rotate-90 rtl:rotate-90" fill="currentColor" viewBox="0 0 20 20" xmlns="http://www.w3.org/2000/svg"><path fill-rule="evenodd" d="M5.293 7.293a1 1 0 011.414 0L10 10.586l3.293-3.293a1 1 0 111.414 1.414l-4 4a1 1 0 01-1.414 0l-4-4a1 1 0 010-1.414z" clip-rule="evenodd"></path></svg></div></a><a class="duration-250 group/article flex flex-row justify-between gap-2 py-2 no-underline transition ease-linear hover:bg-primary-alpha-10 hover:text-primary sm:rounded-card-inner sm:py-3 rounded-card-inner px-3" href="https://help.snapcall.io/en/articles/6672285-how-to-troubleshoot-in-app-error-message" data-testid="article-link"><div class="flex flex-col p-0"><span class="m-0 text-md text-body-primary-color group-hover/article:text-primary font-regular">How to troubleshoot in app error message?</span></div><div class="flex shrink-0 flex-col justify-center p-0"><svg class="block h-4 w-4 text-primary ltr:-rotate-90 rtl:rotate-90" fill="currentColor" viewBox="0 0 20 20" xmlns="http://www.w3.org/2000/svg"><path fill-rule="evenodd" d="M5.293 7.293a1 1 0 011.414 0L10 10.586l3.293-3.293a1 1 0 111.414 1.414l-4 4a1 1 0 01-1.414 0l-4-4a1 1 0 010-1.414z" clip-rule="evenodd"></path></svg></div></a><a class="duration-250 group/article flex flex-row justify-between gap-2 py-2 no-underline transition ease-linear hover:bg-primary-alpha-10 hover:text-primary sm:rounded-card-inner sm:py-3 rounded-card-inner px-3" href="https://help.snapcall.io/en/articles/6675826-livechat-managing-third-party-browser-cookies-for-snapcall-app" data-testid="article-link"><div class="flex flex-col p-0"><span class="m-0 text-md text-body-primary-color group-hover/article:text-primary font-regular">[Livechat] - Managing third-party browser cookies for SnapCall app</span></div><div class="flex shrink-0 flex-col justify-center p-0"><svg class="block h-4 w-4 text-primary ltr:-rotate-90 rtl:rotate-90" fill="currentColor" viewBox="0 0 20 20" xmlns="http://www.w3.org/2000/svg"><path 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