Troubleshooting
Fix common problems with signing in, invitations, guest links, voice and video, loading the 3D office, invitation emails and HyoNova Support.
Most problems in HyoNova have a short explanation on screen. This section collects those messages, explains what they mean and tells you what to do next. Start with the general checks below, then open the page for your problem.
Start here#
Before you look further, try these checks. They solve many problems on their own.
- Refresh the page. Press F5 or Ctrl + R (⌘ + R on a Mac). HyoNova reconnects to your company, reloads the office and keeps your settings on this device.
- Use a supported browser. Use a current desktop browser with WebGL turned on. HyoNova is tested most with Chrome and Edge. Keep the browser up to date.
- Check your connection. If the office shows You are offline. Reconnecting…, HyoNova lost its connection and is trying again. Wait a moment or check your network.
- Check that the feature exists today. Some features are Beta, Preview, Coming soon or Planned. Look at the status badge on the feature's page, or see Available in HyoNova today. A planned feature is not a fault.
- Check your role. Many actions depend on your role. If a button is missing, your role may not include it. See Roles and permissions.
- Check the known issues. The problem may already be known, with a workaround. See Known issues.
Find your problem#
| Problem | Where to look |
|---|---|
| You cannot sign in, forgot your password, or an invitation link does not work | Sign-in and invitations |
| A guest link does not open, or you cannot create one | Guest access |
| Nobody hears you, the microphone or camera is blocked, or calls are not available | Audio, video and calls |
| The 3D office does not open, runs slowly or shows a message instead | World loading |
| An invitation email did not arrive | Email delivery |
| The website chat does not appear, a support reply was not delivered, or a support channel needs attention | Support |
| Something behaves differently from the documentation | Known issues |
Sign-in and invitation problems
What to do when you cannot sign in, forgot your password, are signed in with the wrong account, or an invitation link says it expired, was withdrawn or was accepted.
BetaWorks today in early-access workspaces. Behaviour and limits may still change.Guest access problems
Fix guest links that do not open, visitors stuck waiting, missing guest options, meeting guest links that refuse guests, and promoted guests without an invitation.
Audio, video and call problems
Fix blocked microphones and cameras, choose and test devices, understand why nobody hears you in spatial voice, and what call availability messages mean.
BetaWorks today in early-access workspaces. Behaviour and limits may still change.World loading problems
What to do when the 3D office does not open, shows a message on small screens, reconnects, or runs slowly — including WebGL and graphics quality settings.
Email delivery problems
Why an invitation email may not arrive, what each delivery state in Pending invitations means, and how to share the invitation link directly.
BetaWorks today in early-access workspaces. Behaviour and limits may still change.Support troubleshooting
Fix common HyoNova Support problems — the website chat is missing, a widget change or quick reply does not show, an agent appears away, a reply is not delivered, or an SLA looks wrong.
BetaWorks today in early-access workspaces. Behaviour and limits may still change.Known issues
Current known issues in HyoNova and their workarounds: Finance cards and time zones, @mentions, customers, reactions, builder, teleport, invitations, meetings, office setup.
When a message shows a reference#
If HyoNova cannot explain an error in plain words, it shows Something went wrong. Please try again. and, in some places, a reference code. Try again once. If the problem continues, note the reference, the time and what you were doing, and give them to your company owner or admin. The reference helps identify the request without sharing any of your data.
Still stuck?#
See Get help for the next steps, and the FAQ for short answers about what HyoNova can and cannot do today.
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