Troubleshooting
Use this page when Arcade does not connect, does not load, or asks you to update. For sign-in problems, read I can’t sign in to Arcade. For problems with your voice in a session, read Microphone and audio.
Check your network
Section titled “Check your network”The network check tests many of the connections that Arcade uses, and tells your IT team what to change. It cannot test some domains and ports one by one, so a pass does not mean that all connections work. Run it when sessions do not connect, when the AI does not speak, or before your team uses Arcade on a new network.
Run the network check
Section titled “Run the network check”To open the network check without a sign-in, go to ai.arcade.co/network-check in a web browser. Then continue at step 3.
- Select the settings button (the gear icon) at the top of the Home tab.
- Select Network Check.
- If the page shows What to fix, select Copy report, and send the report to your IT team.
- After your IT team changes the network, select Run again.
Send the report to your IT team
Section titled “Send the report to your IT team”Send the full report, not a screenshot. The report also has the wildcard domains and ports that the page cannot test, and your IT team needs them to change the network rules.
Your IT team does not need an Arcade account, because the network check opens without a sign-in. Send them the address of the page, so that they can run the check on their own computer.
Fix a session that does not connect on a work computer
Section titled “Fix a session that does not connect on a work computer”A company network or a company browser can block live audio or the AI voice, while the rest of Arcade works. Run the network check on that computer, and send the report to your IT team. Until your IT team changes the rules, use the Arcade mobile app on a different network, for example the mobile data of your phone.
Use a supported web browser
Section titled “Use a supported web browser”Use a current version of Google Chrome, Microsoft Edge, Safari, or Firefox. The Your browser group of the network check tests the browser features that sessions need.
On a phone, use the Arcade mobile app. The web app asks you to install the app. Only public session links and the network check open in the browser of a phone.
Fix loading and sign-in problems
Section titled “Fix loading and sign-in problems”Find what Arcade shows:
- “Session expired”: your sign-in is not valid now. Sign in again.
- “Can’t reach the server”: Arcade could not renew your sign-in, but your sign-in is usually still valid. Make sure that you have an internet connection, then select Retry. If Retry does not work, select Log out and sign in again.
- The Arcade logo stays on the screen: after 10 seconds, Arcade opens the sign-in screen. Sign in again. If you opened a link to an Arcade page, Arcade opens that page after you sign in.
- An error with Details below it: if Retry and a new sign-in do not fix it, send the details to Arcade support.
Update the app
Section titled “Update the app”When Arcade stops support for an old version, the Update Arcade AI screen opens. You cannot use Arcade until you update.
Arcade checks your version when the app starts. It checks again when you come back to the app, a maximum of one time in 30 minutes. So the screen can open while you use Arcade.
Find your version
Section titled “Find your version”The bottom of the Settings panel shows your version and your build number, for example Version 1.29.4 (420). Give it to Arcade support when you report a problem.
Fix a duplicate account
Section titled “Fix a duplicate account”This task is for managers and admins. A person can get two accounts when two systems know the person by different email addresses. For example, a manager invites the person with one address. Then a sync of people from your HR system or your sales system adds the person again with a different address.
To prevent this, invite each person with the email address that this system has. If you know the employee ID of the person in this system, also enter it as the company identifier. The sync finds a person by the email address or by the company identifier.
To fix a duplicate, merge the two accounts. If an invitation fails because the email address already has an account, read Add a person.