Customer Support

How can we support you ?

Troubleshooting

I you think something is not working as it should, search here to find a solution.

If you didn’t find a solution or if you think an issue is missing in the list, send an email to support@supportsquare.io

Most popular browsers are supported.
Be sure to always have the 
most recent version of these browsers. 

 

Desktop  

  • Safari on MacOS 
  • Chrome 
  • Firefox 
  • The new Microsoft Edge based on the Chromium engine (minimum version 80) 

 

Android  

  • Chrome 
  • Firefox 

 

iOS  

  • Safari 

 

Other browsers like Opera and Samsung Browser might work but our application is not optimized for these browsers. 

The most common reason is that the email is flagged as spam. 

 

Solution 

Check the spam or junk folder of the email client. 

Sending an SMS worldwide is a bit of a challenge as each provider might implement different software and hardware for handling SMS. 

We already support a lot of providers in many countries, nevertheless you might run into this problem.

 

Solution 

As a workaround, ask the Support Requestor for an email address and send an email invitation instead of a sms invitation

As we aim to cover as much countries as possible, please send us an email (support@supportsquare.io) describing your issue and mention the country and name of the provider for which the issue occurs. 

Don’t forget to Include a screenshot of the SMS containing the weird characters. 

Sending an SMS worldwide is a bit of a challenge as each provider might implement different software and hardware for handling SMS. 

We already support a lot of providers in many countries, nevertheless you might run into this problem.

 

Solution 

As a workaround, ask the Support Requestor for an email address and send an email invitation instead of a sms invitation

As we aim to cover as much countries as possible, please send us an email (support@supportsquare.io) describing your issue and mention the country and name of the provider for which the issue occurs. 

Don’t forget to Include a screenshot of the SMS containing the weird characters. 

The error I get is :  {“errorCode:”Uncatched Internal Exception”,”message”:”URL doesn’t exist”} 

 

Sending an SMS worldwide is a bit of a challenge as each provider might implement different software and hardware for handling SMS. 

We already support a lot of providers in many countries, nevertheless you might run into this problem.

 

This error indicates an invalid link, which might be caused by the provider altering the message before it arrives at the destination. 

This is how a valid URL should look like: 

https://.passerelle.supportquare.io/support/api/short/<8_character> 

Example: 

https://s2.passerelle.supportquare.io/support/api/short/ab1C23De 

 

Solution 

As we aim to cover as much countries as possible, please send us an email (support@supportsquare.io) describing your issue and mention the country and name of the provider for which the issue occurs. 

Don’t forget to Include a screenshot of the SMS containing the invalid link. 

 

The error I get is : No video is visible’


The message will usually b
e displayed on modern devices, but older devices might not show the message at all.  In both cases you will not see your camera feed. 

Some mobile devices have by default the camera disabled for web browsers or the user could have blocked or disabled camera  in the settings.   

 

Solutions 

iOS
 

  • Open the Settings App  
  • Scroll down to open the Safari menu 
  • Scroll down and select the SETTINGS FOR WEBSITES topic 
  • Select Camera 
  • Change the setting to Ask or Allow 

 

Android – Chrome
 

  • Select the  button  
  • Select Settings 
  • Scroll down and select Site Settings 
  • Select Camera 
  • Toggle to ‘Ask first before allowing sites to use you camera’ 

Below the toggle button there’s also a link to Android Settings to let Chrome access your camera. 

  • Select the Android Settings link 
  • Scroll down and select Permissions 
  • Make sure Camera is enabled 

 

Android – Samsung Internet
 

  • Open Android Settings 
  • Scroll down and select Apps  
  • Search for and select Samsung Internet 
  • Scroll down and select Permissions 
  • Make sure Camera is enabled 
  • If you still get a ‘Access denied to video’ message, do the following: 
  • Select the  button in Samsung Internet 
  • Select Settings 
  • Scroll down and select Sites and downloads 
  • Select Manage website data 
  • Delete entries starting with ‘https://<company_name>.passerelle.supportsquare.io’ 
  • Refresh the page, login and – if all went well – the browser should now ask for camera and microphone permissions again -> select Allow 

 

Android – Firefox
 

When you start a call and camera sharing hasn’t been permitted yet, you should get a popup with ‘Would you like to share your camera with .passerelle.supportsquare.io? 

If not:  

  • Open Android Settings 
  • Scroll down and select Apps  
  • Search for and select Firefox 
  • Scroll down and select Permissions 
  • Make sure Camera is enabled 

 

The error I get : ‘Access denied to audio. Please unblock microphone message or nothing happens after showing the ‘Waiting for acceptance of Video Connection Request…’  

 

The message will usually be displayed on modern devices, but older devices might not show the message at all.  In both cases you will still see the ‘Waiting for…’ status. 

Some mobile devices have by default the microphone disabled for web browsers or the user could have disabled it in the settings.   

Solutions 

 

iOS
 

  • Open the Settings App  
  • Scroll down to open the Safari menu 
  • Scroll down and select the SETTINGS FOR WEBSITES topic 
  • Select Microphone 
  • Change the setting to Ask or Allow
     

Android – Chrome
 

  • Select the  button in Chrome 
  • Select Settings 
  • Scroll down and select Site Settings 
  • Select on Microphone 
  • Toggle to ‘Ask first before allowing sites to use you microphone 

Below the toggle button there’s also a link to Android Settings to let Chrome access youmicrophone. 

  • Select the Android Settings link 
  • Scroll down and select Permissions 
  • Make sure Microphone is enabled 

 

Android – Samsung Internet
 

  • Open Android Settings 
  • Scroll down and select Apps  
  • Search for and select Samsung Internet 
  • Scroll down and select Permissions 
  • Make sure Microphone is enabled

    If this still doesn’t fix your problem: see camera issues above to reset permissions in the browser 


Android – Firefox

 

When you start a call and microphone sharing hasn’t been permitted yet, you should get a popup with ‘Would you like to share your microphone with .passerelle.supportsquare.io? 

If not:  

  • Open Android Settings 
  • Scroll down and select Apps  
  • Search for and select Firefox 
  • Scroll down and select Permissions 
  • Make sure Microphone is enabled 

There are several reasons why this might happen. It usually indicates an issue to start the video stream.
The list below contains known issues but as Operating Systems and browsers evolve, this might not apply to your case. 

If this issue occurs, use our bug reporting tool.
Read how to use it :

 

Known causes 

  • Your browser is not supported (see List of supported browsers ) 
  • Your browser is too old 
  • Your browser does not support Web Video Streaming (WebRTC) 
  • You try to open the link on iOS in a browser other than Safari 
  • Your firewall blocks access to our streaming server 
  • Any other (temporary) network related issue 
  • The cached version of our site is corrupted 
  • The remote Support Giver did not answer your call 
  • The microphone or camera is in use by another application 

 

Solutions 

  • Retry to open the link. 
  • On iOS, make sure that you only use Safari, as the other browsers don’t support Web Video Streaming. 
  • On Android, try with Chrome as that browser should give the best experience.  If the issues still occur with Chrome, try using Firefox. 
  • Make sure that you installed the latest updates for your device. 
  • Contact an expert to check the firewall
  • Clear your browser cache:

    iOS

    • Open the Settings App and scroll down to open the Safari menu
    • Scroll to the bottom and open the Advanced menu followed by theWebsite Data menu.  
    • Locate the supportsquare.io website andswipe to the left.  Press the Delete button. 

 

Android – Chrome 

    • Select the   button in Chrome 
    • Select Settings 
    • Scroll down and select Site Settings 
    • Select All sites 
    • Select‘https://<company_name>.passerelle.supportsquare.io’ 
    • Press Clear & reset button 

Android – Samsung Internet 

    • Select the  button in Samsung Internet 
    • Select Settings 
    • Scroll down and select Sites and downloads 
    • Select Manage website data 
    • Delete entries starting with‘https://<company_name>.passerelle.supportsquare.io’

Android – Firefox 

Unfortunately you can’t clear data for a specific site in Firefox for Android
You can however clear overall private data 

    • Select the  button in Firefox 
    • Select Settings 
    • Select Clear private data 
    • Check the items you want to delete and press CLEAR DATA 

 

If none of the above solutions fixes the issue then please send an email to support@supportsquare.io describing your issue and add a screenshot to it. 

The bug reporting functionality is available in our Desktop and Mobile Lite application (web based).

The Remote Support applications can run on millions of different kinds of devices.  And as people can configure these devices at their own taste it becomes clear that there are billions of different kinds of configurations possible.  Also, the environment in which a device is used can have an impact on the stability of our application. 

To help us give better and faster support, we have built-in a mechanism for sending a bug report.
This report is currently limited, but we will enhance it in the coming period. 

Data Collection 

We only collect very limited data, just enough so that we can pin-point the cause of the issue. 

Username

Device type and version

Operating System and version

Browser type and version

The error log of the application 

Procedure

If you’re currently in a call you first must end it.

The bug reporting tool is available in the Account menu.
You can find the yellow bug button
in the About box.
Click the button, the report is prepared and
after several seconds the message  ‘A bug report has been sent for investigation’ is shown.

This bug reporting tool helps us to support you but the report is not automatically sent.
So you have to send it to  support@supportsquare.io with a description of the problem.
Your description of the issue in combination with the bug report will help us to solve the issue.

Troubleshooting

In some cases, the bug report might show an error.
This can occur when:

° There’s no internet connection
Move to a location where there is internet and try again.

° The bug report button is clicked more than once

If you try to login 5 times with a wrong password your account get locked.

Your account will automatically be unlocked after 15 minutes of inactivity. This means you have to stop retrying, because the 15 minutes are measured relative to the last login attempt.

Release Notes

Scroll down through the release notes and explore all new features