AgentAssist Troubleshooting

Collect Log Files for Troubleshooting User Issues If users are experiencing problems while using AgentAssist, use logging to collect and view diagnostic information about error messages, bandwidth, and summary statistics that occur while a user is ...

Issue: AgentAssist completely stopped working or closed down by itself. What to do: Try re-launching AgentAssist. Check to see if your system is running out of memory. See Windows Out of Memory Try rebooting your computer and launching ...

Issue: When I try to launch AgentAssist I get a Security Warning message asking, "Do you want to run this application?" This security prompt asks for confirmation before allowing Java content to run in the browser. This dialog, which includes t...

If AgentAssist is launched from an executable (.exe) file instead of with Java Web Start, these instructions are not applicable. Issue: AgentAssist does not launch even though Java is installed. I installed Java on my computer, but AgentAs...

Issue: When I attempt to launch the AgentAssist client I see a message that says, "Another copy of SayIt is running. Running multiple copies of the application at the same time is not supported. Exit all other copies of the application before attem...

Issue: When attempting to log in, AgentAssist displays a Sign in Failed message stating, "Could not connect to server. No route to host: connect".  This message indicates that the client is not connected to the Internet.  What to do: Check y...

Issue: AgentAssist displays an error that states, "Failed to initialize."    What to do: Click the Show Detail  button to display the exception and stack trace information. Copy  that information and send to support@nvoq.com along wit...

Issue: I tried to use an HTML automation shortcut and saw a message that said, "HTML Automations are disabled for your account. Please contact your administrator." What to do: The ability to launch HTML Automations in AgentAssist must be confi...

Issue: When I attempt to log in to AgentAssist or nVoq.Voice I see a message that states, "Invalid user name and/or password."  This message displays just after launching AgentAssist or nVoq.Voice if you are entering either the wrong username o...

Issue: When I try to use a shortcut in AgentAssist I see a message that says, "Your shortcut list is empty." This message indicates that no shortcuts have been added to your organization or account. What to do: You may not have shortcuts en...

 If AgentAssist is launched from an executable file (sayit.exe) instead of with Java Web Start, the instructions on this page are not applicable. Issue: When I try to launch AgentAssist I get an Application Error that says, "Unable to launch t...

If AgentAssist was launched from an executable (.exe) file instead of with Java Web Start, the instructions on this page are not applicable.   Issue: When I try to launch AgentAssist I see a message saying Windows cannot open a file called sa...

Registry No matter how AgentAssist is launched, files will be saved to the Registry. Computer\HKEY_CURRENT_USER\Software\nVoq\SayIt Computer\HKEY_CURRENT_USER\Software\JavaSoft\Prefs\com\nvoq\tools\vpad Executable (sayit.exe) Launching AgentA...

Issue: AgentAssist is unresponsive, has frozen, or freezes up. When I click to exit, nothing happens. When I click in the My Shortcut window, nothing happens. Nothing happens when I click the [X] to exit. When I try to use shortcuts, nothing happen...

Issue: I click on the drop-down menu on my HTML shortcut, but nothing happens. There is a bug causing drop-down menus to appear BEHIND the HTML shortcut window if "Always on Top" is selected on the Options tab. This occurs for HTML shortcuts ...

Issue: My HTML shortcut has an Email Button, but when I use it, the body of the email is not pasted.   This is an intermittent issue that we are still investigating. For now, please use the work-around below. What to do: Add a Paste Button (...

This article does not apply to user accounts configured to run "Version 2" HTML Shortcuts, which run on Electron.  Issue: nVoq's older/original type of HTML automation shortcuts open in a Chromium Embedded Framework (CEF) browser window. W...

If AgentAssist is launched from an executable (.exe) file instead of with Java Web Start, the instructions on this page are not applicable.  There are two methods for adding a desktop shortcut for AgentAssist: You can create a desktop sh...

Whether a user is having issues prior to getting logged in to AgentAssist, or having issues while logged in, it can be helpful to turn on "maximum" logging to gather information about their system and AgentAssist.  Maximum logging includes A...

Issue: I opened the My Shortcuts or Popup shortcut menu, but no shortcuts display or some are missing from the list.   What to do: In the My Shortcuts window : Your shortcuts may be in folders. Click the All Shortcuts folder and then click the ...

Issue: When I try to run a shortcut in AgentAssist, nothing happens .   What to do: Make sure you are pressing the correct hotkey or button to use a popup shortcut, and be sure you're not pressing the dictation button. Your Shortcut hotkey is ...

Issue: I clicked Close in the My Shortcuts window, but it will not close.  What to do: Check to see if there are any other AgentAssist windows or messages open. Close those, and try again.

Issue: AgentAssist launched from Java Web Start (sayit.jnlp) or from an executable (sayit.exe) opens as a tiny, very small window on the screen and I can hardly read it. It may be necessary to adjust your settings for "High DPI" (dots per inch)...

If AgentAssist is launched from an executable file (sayit.exe) instead of with Java Web Start, the instructions on this page are not applicable. Issue: When I attempt to launch AgentAssist in a Chrome browser I see a message saying, "This type o...

You can check to see if your system is running out of memory to cause latency, unresponsiveness, or a crash with AgentAssist. Here's how: Press Ctrl+Shift+Esc keys to open the Windows Task Manager. Look at the top of the window to find Memo...