Troubleshooting Overview

This section helps you resolve common issues with CrystalQore. Find solutions for call quality, connectivity, real-time updates, and frequently asked questions. If you cannot resolve an issue, use the contact support information at the end of this page.

Common Issues by Category

Quick Fixes

Many issues can be resolved with these steps:

1. Refresh the page — A simple reload often restores WebSocket connections and clears transient errors
2. Clear browser cache — Stale cache can cause login loops, missing assets, or outdated behavior
3. Check your connection — Ensure you have a stable internet connection
4. Try a different browser — Chrome, Firefox, and Edge are recommended; Safari has known limitations
5. Grant permissions — Microphone, camera, and notification permissions must be allowed
6. Disable extensions — Ad blockers or privacy extensions can interfere with WebSockets and media

Troubleshooting Guides

Call Quality

Audio and video call problems—echo, choppy sound, one-way audio, or no audio—often stem from:

• Microphone or speaker permissions
• Network bandwidth and latency
• Firewall blocking WebRTC
• Codec or SIP configuration (for PBX calls)

See Call Quality Troubleshooting for detailed solutions.

Connectivity

If real-time features are not working—messages delayed, presence not updating, or live data not refreshing—check:

• WebSocket and SSE connectivity
• Corporate firewalls or proxies
• Browser compatibility
• Cached or stale connections

See Connectivity Troubleshooting for detailed solutions.

FAQ

For common questions—supported browsers, password reset, mobile use, notifications, export, file types, group chat, themes, presence—see the FAQ.

Contacting Support

If you cannot resolve an issue using these guides:

Community Tier

• Community support — Forums, GitHub issues, or community channels as documented for your deployment
• Documentation — This documentation and any project-specific guides

Professional Tier

• Email support — Support email provided with your subscription
• Chat support — If available in your portal
• Include details — Server URL (without credentials), browser and OS, steps to reproduce, error messages, screenshots

Enterprise Tier

• Priority support — Dedicated support channel
• Phone support — For critical issues (as per your contract)
• Account manager — For escalation and feature requests

When contacting support, provide:

• What you were doing — Steps to reproduce
• What you expected — Expected behavior
• What happened — Actual behavior or error message
• Environment — Browser, OS, device, network (e.g., corporate vs. home)
• Screenshots — If applicable

Self-Hosted Deployments

If you self-host CrystalQore:

• Check server logs for errors
• Verify database connectivity
• Ensure WebSocket and API endpoints are reachable
• Review firewall and reverse proxy configuration
• Confirm FusionPBX (or other integrations) are connected and synced

Consult your deployment documentation or infrastructure team for server-side troubleshooting.

Related Documentation