Most Common Support Issues

Here you will find the most asked questions to the support line, quick solutions, and links to the pages with more detailed information.

Email’s open in the wrong browser to a blank page or error.
- ”Copy Address” and paste the link into chrome. See ARCHIVE: Email Link Opens to an Error Page or Blank Webpagearchived
Account needs to be confirmed/already exists when they are creating a new account.
- Check for an old email in the inbox and try a password reset.
I didn’t receive an email.
- Depo will be in the dashboard, password reset. See I Did Not Receive an Email Invitation to a Deposition
Can’t get past the “Allow Camera/Mic” overlay.
- Check to see if they have a Webcam/Mic. Correct Browser? See https://vtestify.atlassian.net/wiki/spaces/VS/pages/30310407
Firefox users get kicked out when introducing an exhibit.
- Switch to Chrome. See User Gets Kicked Out When An Exhibit is Introduced
The Edit attendee button opens up to blank fields.
- Re-enter the user's information. (Believe someone is in the room when an attendee is being edited). See https://vtestify.atlassian.net/wiki/spaces/VCSS/pages/28246075
Deposition not located in the Dashboard.
- This is normally caused by the wrong email address used by the scheduler, look it up in OwlHat to verify. End-users need to reach out to be removed and added again, confirm their email address.
Can’t be heard by others.
- Wrong Mic in Windows/Mac and Chrome. Check OS settings for the correct input device and the same in Chrome settings, refresh the page.
Spinning Mouse, the page won't load.
- Network/VPN issues normally, make sure no VPN/Remote Desktop/Citrix or Proxy is being used. Run a speed test. Move to a mobile hotspot. See Joining a Deposition Leads to a Spinning Mouse Pointerarchived
Users type www.Reporter.vTestify.com or www.GPS.vtestify.com and they get a blank page.
- Remove the www. from the address.
Users cannot log in.
- Lots of time they get to the sign-in form the vTestify.com homepage, this leads to app.vTestify.com instance and not the Reporter.vTestify.com.
- Verify the court reporting agency that is scheduling the matter, then you can direct them to the correct website to log in.
Scheduling a Deposition Generates an "Undefined" Error.
- There is a 25 character limit to the “Case #” field. See Scheduling a Deposition Generates an "Undefined" Error.archived