Connection Issues

Can't connect to a call or having trouble loading pages? Here's how to troubleshoot.

Can't Join a Call

Check Your Internet

First, verify your internet is working:

1. Try loading other websites - Can you browse normally?
2. Run a speed test - Visit speedtest.net
3. Check for 3+ Mbps - Minimum for video calls

Call Not Starting

If the call won't start:

1. Refresh the page - Try reloading
2. Check the time - Calls open 15 minutes before scheduled time
3. Verify the session - Is it the correct date/time?
4. Try incognito mode - Rules out extension issues

Stuck on Loading

If you're stuck on a loading screen:

1. Wait at least 30 seconds
2. Refresh the page
3. Clear browser cache
4. Try a different browser

Other Person Can't Connect

If you're in but your coach can't join:

1. Ask them to refresh their page
2. Share the meeting link again
3. Both leave and rejoin
4. Try rescheduling if issues persist

Pages Won't Load

Blank or White Screen

Try these steps in order:

1. Hard refresh - Ctrl+Shift+R (Windows) or Cmd+Shift+R (Mac)
2. Clear cache - Browser settings > Clear browsing data
3. Disable extensions - Especially ad blockers
4. Try incognito/private mode

Error Messages

Common errors and fixes:

Slow Loading

If pages load but slowly:

1. Check your internet speed
2. Close unused browser tabs
3. Clear browser cache
4. Disable heavy browser extensions

Login Problems

Can't Log In

1. Check your email - Is it typed correctly?
2. Check your password - Caps lock off?
3. Reset password - If you've forgotten it
4. Check spam folder - For verification emails

"Account Not Found"

• Verify you're using the correct email
• Check if you signed up with a different email
• You may need to create a new account

Session Expired

If you're logged out unexpectedly:

1. Log in again normally
2. Check "Remember me" when logging in
3. Don't clear cookies for Coachive

Network and Firewall Issues

Corporate/School Networks

Some networks block video calling:

• VPN: Try connecting through a VPN
• Mobile hotspot: Use your phone's data
• Different network: Try from home or coffee shop
• IT department: Ask them to whitelist Coachive

Firewall Blocking

If you have a firewall:

1. Allow connections to coachive.com
2. Allow WebRTC connections
3. Open ports for video calling (usually automatic)

VPN Issues

VPNs can sometimes cause problems:

• Try without VPN - If possible
• Switch VPN server - Try a different location
• Use split tunneling - Exclude Coachive from VPN

Mobile Connection Issues

Mobile Data

Video calls use significant data:

• Use WiFi when possible
• Check data limits - Ensure you have data available
• 4G/5G recommended - 3G is usually too slow

Mobile Browser Issues

1. Update your browser to the latest version
2. Close other apps using data
3. Restart your phone
4. Clear browser cache

App Permissions

Ensure your mobile browser has permissions for:

• Camera
• Microphone
• Network access

Checking Service Status

Before troubleshooting, check if there's a known issue:

1. Visit our status page
2. Check our social media for announcements
3. Recent outages are usually resolved quickly

When to Contact Support

Contact us if:

• You've tried all troubleshooting steps
• The issue persists across multiple browsers/devices
• You're experiencing a unique error message
• Sessions are affected and time-sensitive

Include in your message:

• What you were trying to do
• Steps you've already tried
• Browser, device, and OS
• Screenshots of any errors
• Your internet speed test results