Troubleshooting

Find solutions to common issues you might encounter.

Installation

Installation Failed

What you see: Error message during installation

What to do:

1. Check your internet connection
2. Verify your license key is correct (copy exactly from your account)
3. Make sure your server meets the requirements
4. Try running the installer again

If the problem persists, contact support with the error message.

License Key Not Working

What you see: "Invalid license" or "License not found" error

What to do:

1. Go to astervis.io/account
2. Copy the installation command (includes your license key)
3. Paste and run it exactly as shown
4. Check your subscription is active

Can't Connect to Phone System

What you see: "Connection failed" during setup

What to do:

1. Verify the phone system IP address is correct
2. Check that both servers can communicate (same network or proper routing)
3. Confirm the database credentials are correct
4. Ask your phone system administrator if remote access is enabled

Dashboard

No Data Showing

What you see: Empty dashboard, no calls or metrics

What to do:

1. Check the date filter — Make sure you've selected a date range that has calls
2. Wait a few minutes — Initial data sync takes time after installation
3. Go to Settings — Check if the connection status shows "Connected"
4. Verify your phone system has calls — Astervis can only show what exists in your phone system

Dashboard Loading Slowly

What you see: Pages take a long time to load

What to do:

1. Select a shorter date range (e.g., "Today" instead of "Last Month")
2. Remove widgets you don't use
3. Clear your browser cache
4. Try a different browser

Widgets Show Old Data

What you see: Numbers don't match current activity

What to do:

1. Refresh the browser page
2. Check your internet connection
3. Wait a moment — updates happen every few seconds

Login

Can't Log In

What you see: "Invalid credentials" error

What to do:

1. Double-check your username and password
2. Try the "Forgot Password" link
3. Clear browser cookies and try again
4. Try an incognito/private browser window

Keep Getting Logged Out

What you see: Session expires frequently

What to do:

1. This is normal after periods of inactivity
2. Check if you're logged in on another device (some plans allow single session only)
3. Keep the browser tab active

Reports

Reports Take Too Long

What you see: Loading spinner for a long time

What to do:

1. Use a shorter date range
2. Add filters to reduce the amount of data
3. Try generating reports during off-peak hours
4. Export and analyze in Excel for very large datasets

Export Not Working

What you see: Download doesn't start or file is empty

What to do:

1. Check your browser allows downloads from this site
2. Try a different browser
3. Use a shorter date range if the dataset is very large

Integrations

Bitrix24 Data Not Appearing

What you see: CRM data not syncing

What to do:

1. Go to Settings → Integrations → Bitrix24
2. Click Verify to test the connection
3. If verification fails, re-enter your credentials
4. Click Sync to manually trigger data import

Telegram Messages Not Received

What you see: Bot doesn't respond to messages

What to do:

1. Go to Settings → Open Lines → Channels
2. Check the channel shows as "Active"
3. Verify the bot token is correct
4. Send a test message directly to the bot in Telegram
5. Make sure operators are assigned to the queue

Operators

Operators Not Showing

What you see: Employee list is empty

What to do:

1. Import from phone system — Go to Employees → Import Extensions
2. Add manually — Click Add Employee and enter details
3. Check if you're filtering by status (show "All" instead of just "Active")

Work Time Not Tracking

What you see: No login times or work hours recorded

What to do:

1. Make sure the operator has a schedule assigned
2. Go to Employees → Edit the operator → Assign a Work Schedule
3. Operators must log into Astervis for time tracking to work

Performance

Everything Running Slowly

What you see: Entire dashboard is sluggish

What to do:

1. Reduce the date range you're viewing
2. Remove unused dashboard widgets
3. Close other browser tabs
4. Contact support if the problem persists — your server may need more resources

Getting Help

Before Contacting Support

Prepare this information:

• Your license key prefix (first few characters: AST-XXXX...)
• Screenshot of any error message
• What you were doing when the problem occurred
• When the problem started

Contact Support

• Email: support@astervis.io
• Response time: Within 24 hours on business days
• Priority support: Business and Enterprise plans

What Support Can Help With

• Installation problems
• Connection issues
• Feature questions
• Bug reports
• Account and billing