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Troubleshoot common issues

Use this page for first-response diagnosis across setup, auth, Sessions, and integrations.

Installation And Setup Issues​

Symptom: Inbox setup completes but no conversations arrive​

Checks:

  1. Verify channel credentials are valid.
  2. Confirm inbox has assigned agents.
  3. Send a controlled test message.
  4. Confirm the channel is in an active/connected state in the Channels screen.

Login And Auth Issues​

Symptom: User cannot sign in after MFA prompt​

Checks:

  1. Confirm OTP/backup code path.
  2. Confirm user MFA enrollment state.
  3. Confirm MFA policy is enabled in Security settings.
  4. Ask an admin to confirm allowed login methods and MFA policy.

OXVO Sessions Capture Issues​

Symptom: Sessions snippet installed but no sessions appear​

Checks:

  1. Verify install tracker completion.
  2. Confirm Install Tracker does not show setup warnings.
  3. Verify capture code is live on the same site or app you are testing.
  4. Generate a new controlled session.
  5. Confirm the same account context is used for both messaging and Sessions.

Symptom: Session exists but does not appear in expected list​

Checks:

  1. Confirm role has required Sessions permission.
  2. Check account/workspace context.
  3. Check route filters and query params.
  4. Test with an administrator account to isolate permission issues.

Masking And Privacy Issues​

Symptom: Sensitive values still visible in replay​

Checks:

  1. Confirm masking rules are enabled.
  2. Test against a fresh session after rule updates.
  3. Validate no sensitive fields are being copied into metadata/events.
  4. Confirm masking policy was applied to the correct environment.

Permissions Issues​

Symptom: Agent cannot access expected page​

Checks:

  1. Confirm role and custom role mapping.
  2. Confirm feature is enabled for account/plan.
  3. Test with a known admin account.
  4. Verify the sidebar item appears for admin but not for restricted roles as expected.

Integration Issues​

Symptom: Webhooks not firing​

Checks:

  1. Verify webhook URL and event subscriptions.
  2. Trigger matching event.
  3. Inspect downstream receiver logs.
  4. Confirm timeout and retry behavior expectations.
  5. Confirm webhook is created under Settings → Developer → Webhooks in the correct account.

Performance, Retention, And Storage Issues​

Symptom: High load or storage growth​

Checks:

  1. Review capture sampling strategy.
  2. Review retention policy.
  3. Reduce nonessential event volume.
  4. Validate storage quotas and retention windows with your platform owner.

Next Steps​