Are you experiencing any of the following?
Trouble logging into your account
Webcam/black screen issues where others can't see you
Able to login but unable to call out or receive calls
If so, there are many reasons why this may happen. But don't worry! We have troubleshooting tips that may help resolve your issue.
Different ways to check for firewall restrictions
If you are at a workplace or public location—for example: cafe, hospital, library— they may have set up firewall restrictions. This could be why you are unable to use Convo.
Things to check for:
If you have a portable device (tablet, phone or laptop), check and see if it works outside of the workplace? If yes, you need updated firewall information from us.
Are you able to use it with LTE instead of Wifi? If yes, you need updated firewall information from us.
Dial 1234. Are you able to see yourself on the top right corner? If yes, then there is no firewall issue. If you are not able to see yourself, you need updated firewall information from us.
Were you able to use Convo before at work but now cannot? Ask your IT/network person if firewall information has changed. If so, you need updated firewall information from us.
Did you recently upgrade your Convo app? If so, we may have changed the platform that has completely different firewall ports.
"I need firewall information or more troubleshooting. How?"
If you are still unable to resolve the issue, there are two things you can do:
Check our Help Center. (We have many useful articles!)
Click on the chat icon on the bottom-right to start a conversation.
Or if you prefer, send us an e-mail at support@convorelay.com or call (510) 629-5622.
When you contact us, please let us know which device you are using Convo on:
Android
iOS
macOS
Windows
And what operating system you are using:
Window 7
Window 10
iOS 10.3
iOS 11.0
El Capitan
Sierra
Et cetera