Initiating a session troubleshooting

Initiating a Session: Troubleshooting

Unable to Connect to user

User not found

The system is unable to find the user, the underlying problem may be:

1. The user hasn't refreshed the page since you installed Upscope, ask them to refresh the page and try again.

2. Upscope is not installed on the page, you'll need to make sure it's installed, head to https://app.upscope.io/install/ for the installation code and instructions.

User not online

1. Make sure they're on a page that Upscope is installed on.

2. If you're attempting a co-browsing session with an email ticket on a chat service, you won't be able to.

3. Check whether their browser is supported, we support IE11 and above and the recent Chrome, Safari, and Firefox.