Troubleshooting

This page covers the most common issues seen during setup and live use.

I Can Log In But I See No Keys

Most likely causes:

• no profile is assigned to your user
• the assigned profile has no keys configured

What to do:

• ask an admin to confirm your profile assignment
• ask an admin to review the profile on the Keys page

I See Keys But Hear Nothing

Check:

• the key's Listen side is active
• your output device is correct
• the key's listen level is not turned down
• the other side is actually talking
• for party lines, the correct users are talking and listening on that party line

Others Can Hear Me Sometimes But Not Consistently

Check:

• whether you are using a momentary press instead of a latched state
• whether Mute All is active
• whether your mic gate threshold is set too aggressively
• whether the selected input device is unstable or has changed

Nobody Hears Me

Check:

• the key's Talk side is active
• your microphone device is correct
• your browser or app has microphone permission
• Mute All is not active
• you are not remotely muted by an admin

The Audio Connection Warning Stays On

Check:

• the server URL
• network access to the LiveMatrix server
• whether the selected audio devices still exist
• whether microphone permissions were denied by the browser or OS

If your deployment requires relay-only WebRTC, ask an admin to verify system settings.

A Profile Change Affected More Users Than Expected

Profiles are shared layouts. Editing one profile affects every user assigned to it.

To avoid surprises:

• make a new profile before trying a major layout change
• test the new profile with one user first

A User Was Created But Still Cannot Work

Check:

• the user has a profile assigned
• the profile contains keys
• the user is signing in with the correct server URL
• the password was entered correctly

Need More Context

If the issue is not covered here, review:

• Admin Guide
• Operator Guide
• Glossary