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Troubleshooting & Logging

The following are common issues encountered when using NEONNOW:

  • NEONNOW does not initialise and login:

    • The common cause is the Amazon Connect user has not been provisioned as NEONNOW user. Check with your administrator.
    • Your network setup does not allow or missing IP addresses and port range as required by Amazon Connect. Be sure IP ranges/ports covered in the following document has been whitelisted. https://docs.aws.amazon.com/connect/latest/adminguide/ccp-networking.html

  • Session expired message upon initial log in: When your Amazon Connect instance is setup with SSO, when logging into your Identify provider, there is session expired message. You probably just need to refresh the session token. Go to your identity provider and login again. Then try login to NEONNOW again.

  • Could not accept incoming call: agent could see incoming call notification but the accepting call button does not answer the call. The issue is the browser has not been allowed accesss to microphone. You can see a message "We're missing some Access" on the Refresh the NEONNOW page, wait for the microphone access notitication to pop-up and click allow.