Troubleshooting

I have forgotten my password, how do I get a new one?
On the login screen you can click “Forgot password?” or you can click here. On that page you have to fill in your email address, after which we shall send...
Wed, 26 Feb, 2020 at 11:42 AM
How do I change my email address?
If you are no longer using the email address with which you have registered your Alterdesk account, you can follow these steps to remove / replace your old ...
Mon, 18 Jan, 2021 at 8:41 AM
Is it possible to delete a contact?
Co-workers can not be deleted, other contacts can. To delete a contact using the web version of Alterdesk, open the conversation with this person and...
Wed, 26 Feb, 2020 at 11:45 AM
Why do I not always receive messages / notifications on my Samsung device?
If you are using the Zaurus app on a Samsung smartphone, you could receive a notification that the app has been ‘active’ in the background. This simply mean...
Wed, 26 Feb, 2020 at 11:47 AM
Why does the unread chats indicator not work properly sometimes?
The little red bubble at the top of your chat overview shows the amount of unread chats. However, sometimes this indicator is also present when it looks l...
Wed, 26 Feb, 2020 at 11:48 AM
The web client rotates my screen while video calling, why is this?
The web client does not offer any rotation options, so it cannot do so by accident. The only way in which something like this might happen is due to the dr...
Wed, 26 Feb, 2020 at 11:51 AM
My camera screen stays black
Sometimes it will happen, when you repeatedly minimize and go back into your app while you are videocalling, that your own camera screen turns and stays b...
Wed, 26 Feb, 2020 at 11:53 AM
Error publishStreamError: options.audio/video is inconsistent with tracks presented in the MediaStream. (-2006)
You will get this error when Zaurus cannot access the camera or microphone. Always check your browser settings before opening Zaurus via the web-browser. ...
Tue, 8 Dec, 2020 at 3:43 PM
The start videocall buttons keeps spinning after I clicked it.
This can happen when Zaurus cannot access the camera feed. It usually happens after an unplanned disconnect. The camera is still reserved by the OS preventi...
Mon, 21 Dec, 2020 at 3:27 PM
Echoing or hollow sound
Sometimes someone has the sound settings so loud that the microphone registers the sound coming from the speakers as someone speaking, resulting in sending ...
Tue, 8 Dec, 2020 at 3:47 PM
×

Some text in the Modal..