Work through the list for the product that you use.
With the Chrome extension
Select the Taiwa icon in the Chrome toolbar, and read the window.
| What you see | What to do |
|---|---|
| No Taiwa icon | Install the extension, or enable it on Chrome's extensions page. See Install the extension and sign in. |
| Platform: open a supported call page | Go to the tab of your softphone, and open the window again. |
| Platform: Not detected | Reload the tab of your softphone, wait for it to load, and open the window again. |
| Start translation is grey | You are not signed in, or no call page was found. Select Settings, and sign in. |
| The translation starts and stops at once | Read the message in the status line, and tell your administrator what it says. |
Then check these points:
- Reload the softphone tab, and start the call again. A tab that was open before the extension was installed or updated has an old copy.
- Check the customer's language. Some languages cannot be detected. Select the language in Customer speaks. See Supported languages.
- Check that only one Taiwa product translates the call. If the Windows app is on the same call, stop one of them.
With the Windows app
Read the line under Start translation on the Session tab.
| The line says | What to do |
|---|---|
| Sign in to start translating | Open Settings, and select Sign in. |
| Install the audio driver to start translating | Open Devices, and select Install Taiwa's audio devices. Restart Windows if the app asks. |
| Turn audio on to start translating | Select Turn audio on on the Audio card. |
Then check these points:
- Check your call app. Its speaker must be Taiwa Meeting Speaker, and its microphone must be Taiwa Meeting Microphone. The Devices tab warns when the call app plays to or listens to another device. See Set up your call app and audio devices.
- Run the checks on the Diagnostics tab. Each result says what to do. See Check your setup with Diagnostics.
- If the app says "This network may block UDP traffic", give your IT team the Network requirements.
- Do not use Remote Desktop. Taiwa must run on the computer that has your headset.
Reasons that only your administrator can fix
- The organisation is suspended, because a payment failed.
- The organisation reached its limit for calls at the same time.
- The key of the translation provider is no longer accepted.
- Your user is deactivated.
If it still does not work
In the Windows app, select Copy report on the Diagnostics tab. Send the report to your administrator or to Taiwa support, with the time of the call.