Coachive

Connection Issues

Fix problems connecting to coaching sessions or loading pages

Connection Issues

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

Can't Join a Session

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 10+ Mbps - Recommended for quality coaching calls

Session Not Starting

If the session won't start:

  1. Refresh the page - Try reloading
  2. Check the time - Sessions 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

Client Can't Connect

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

  1. Ask them to refresh their page
  2. Share the meeting link again through messages
  3. Both leave and rejoin
  4. Offer to reschedule if issues persist

Always have a backup plan for connection issues - consider sharing your email or having an alternative way to reach clients if technical problems occur.

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:

ErrorSolution
"Page not found"Check the URL is correct
"Something went wrong"Refresh and try again
"Network error"Check internet connection
"Server error"Wait a few minutes, try again

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

Working from Different Locations

As a coach, you might work from various places:

  • Home office: Best - use wired connection if possible
  • Co-working spaces: Usually good, test beforehand
  • Coffee shops: Can work, but less reliable
  • Hotels: Often have restricted networks

Corporate/School Networks

Some networks block video calling:

  • VPN: Try connecting through a VPN
  • Mobile hotspot: Use your phone's data as backup
  • Different network: Try from a different location
  • 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

Coaching on Mobile

While desktop is recommended, mobile can work:

  • Use WiFi when possible
  • Check data limits - Video calls use significant data
  • 4G/5G recommended - 3G is usually too slow
  • Keep device charged - Video calls drain battery

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

Internet Recommendations for Coaches

Minimum Requirements

  • Speed: 3 Mbps upload/download
  • Recommended: 10+ Mbps for HD video

Best Practices

  1. Wired connection: Use Ethernet when possible
  2. Dedicated line: Don't share with heavy users during sessions
  3. Backup plan: Have mobile hotspot ready
  4. Test regularly: Check connection before sessions

Speed Test Tips

  • Test at the same time as your usual sessions
  • Test on the same device you'll use
  • Run multiple tests for accuracy

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

Video & Audio Problems

Fix camera, microphone, and sound issues for coaching sessions

Account Access

Fix login problems, reset passwords, and recover your coach account

On this page

Connection IssuesCan't Join a SessionCheck Your InternetSession Not StartingStuck on LoadingClient Can't ConnectPages Won't LoadBlank or White ScreenError MessagesSlow LoadingLogin ProblemsCan't Log In"Account Not Found"Session ExpiredNetwork and Firewall IssuesWorking from Different LocationsCorporate/School NetworksFirewall BlockingVPN IssuesMobile Connection IssuesCoaching on MobileMobile Browser IssuesApp PermissionsInternet Recommendations for CoachesMinimum RequirementsBest PracticesSpeed Test TipsChecking Service StatusWhen to Contact Support