Troubleshooting platform performance and call quality issues

Purpose: Help users resolve issues like freezing screens, sections not loading, dropped VoIP calls, and distorted audio during candidate outreach. 

TABLE OF CONTENTS

• Common issues this article covers
• Step-by-step troubleshooting
  • 1. Restart your browser
  • 2. Clear your browser cache
  • 3. Check for browser updates
  • 4. Restart or update your computer
• Tips for improving call quality
• Still having trouble?

Common issues this article covers

You may experience one or more of the following symptoms:

• Parts of the Honey platform not loading, showing an error or blank screen
• Dropped browser calls or connection issues during VoIP (browser-based) calls
• Unusually noisy ringtones or distorted audio when calling candidates
• General slowness or unresponsiveness while switching between modules

These issues can often be resolved by performing basic system and browser maintenance.

Step-by-step troubleshooting

1. Restart your browser

• Fully close all tabs and windows of your browser
• Reopen Honey in a fresh tab (we recommend using Google Chrome or Microsoft Edge)

2. Clear your browser cache

Over time, stored data can interfere with platform performance.

• Go to browser settings > Privacy & Security > Clear browsing data
• Clear cached images and files (cookies optional)
• Restart your browser

3. Check for browser updates

Make sure you are running the latest version of your browser.

• In Chrome: Go to chrome://settings/help and update if prompted
• Restart the browser after updating

4. Restart or update your computer

Pending system updates can impact how your browser interacts with Honey, especially for VoIP performance and microphone access.

• Restart your computer
• Install any pending Windows/macOS updates
• Reopen Honey after the system is fully updated

Tips for improving call quality

If you're using browser-based calling:

• Use a wired headset with a built-in microphone
• Ensure your computer is not overloaded (close other apps)
• Avoid using public Wi-Fi or VPNs that may restrict real-time communication
• Allow microphone permissions in your browser settings

If you experience call distortion or ringing issues, refresh Honey and attempt the call again before switching to a different call type (e.g., proxy).

Still having trouble?

If the issue continues after trying the steps above:

• Use the Help button in Honey to report the problem
• Or email: support@trialbee.com

Please include:

• A brief description of what happened
• The time of the issue
• Whether it happened during a call, platform navigation, or specific action
• Your browser and operating system (Windows/macOS)