I’m unable to sign in to the KeyNect portal
Please ensure you are a licenced user of KeyNect and that your relevant user account (Admin, Standard, Read-Only) has been created by your IT Team.
Please check you are entering your Microsoft login credentials, the same as you would use to access Outlook for example.
I’m seeing a message saying the “Session has expired”
The KeyNect portal will expire when inactive for 15 minutes. Simply click the “REFRESH” button to reconnect.
My permissions for KeyNect have been updated but are not showing
Please beware permission updates in Azure can take up to an hour to propagate fully through the Azure subsystems. You an try clicking on the Refresh Authorisation Token button in the About Keyfax KeyNect page to force logout and log back in.
There is no setting to expire user accounts
This requires “Privileged Identity Management” which is not included in the basic tier pricing of Entra Id that we currently provide. However, this can be achieved through the customers own Entra ID as their IT department is capable of controlling the availability of said account to the inner organisation.
There is no audio or only audio from the advisor on a video recording
The audio from the tenant (callee) may not be captured when recording video in the following scenario:
A staff member is calling from their mobile to the callee’s mobile and initiates a KeyNect call. In this situation, the mobile device may prioritise the mobile phone audio channel.
There is feedback/echo when on mobile to mobile and a KeyNect call
When experiencing feedback or echo on the call, muting the desktop can sometimes alleviate the issue, although no audio from the desktop user will be recorded on any resultant videos recorded during this time. It must also be noted that the feedback can be caused at the mobile device’s end of the call where requesting the mobile device user to mute there may help, in this case there will be no audio on recorded videos from the mobile device end of the call.
The audio volume is way too high either during a call or when playing back an audio or video call
You may need to adjust the audio gain setting against the call classifier being used. The higher the number the louder the audio may be. Try setting around 1-4.
The Video Anywhere option is not available within Keyfax
This will only appear when the user is on a question. It will not appear when selecting a category, topic or on a message. If this does not appear when on a question, please contact Omfax Support as this may need to be enabled in your Keyfax configuration.
When creating a call there is no option to create a “One Way Call”
Ensure the “One way calls supported” box is ticked within the Customisation tab for the customer.
I cannot find a call record within the Call Resources tab
Ensure the search field is not pre-populated with any search terms or your email address. If so, clear this and search again.
Check the Data Retention Period value within the “Customisation” tab is set to the correct retention length. Any media captured before this period will be deleted from the database.
I cannot create a new call classifier
You must be logged in as a Customer Admin to create and edit call classifiers.
The SMS/Text message has not been delivered to the recipient
Check you have entered the correct mobile number/email address for the recipient when creating the call.
Allow about 30 seconds for the message to arrive (there may be network issues causing the delay).
Contact Omfax Support to ensure there are sufficient credits to send messages. Omfax are responsible for purchasing credits.
The recipient did not receive the custom SMS template
In the event that the SMS exceeds 160 characters a hard-coded template from the KeyNect configuration will be sent in its place.
This will be sent as “{TenantName}, Please tap the link to join the video chat call {VideoCallLink}”.
If this still exceeds the limit, because of the tenant name being too long, then the SMS text will be reduced to “Please tap the link to join the video chat call {VideoCallLink}”. This will always succeed.
Users can monitor outgoing messages of this sort via the report ‘SMS and Email Audit Log’ within the Reports tab.
When trying to join a call as a desktop user it displays the message “Listening for Incoming Video Call”
Possible reasons include:
The call referenced by the id (the GUID in the URL) has already ended
The server is uncontactable
The user is signed into two or more KeyNect accounts. Entering “&forceLogin=true” onto the end of any KeyNect URL will force the user to sign in again.
The desktop user is seeing a grey/black screen when the mobile user has connected to the call
The mobile user has most likely not enabled the camera permissions. On Apple devices the camera icon is located in the address bar and can be pressed to enable / disabled it.
The mobile user is seeing the message “Video Link Interrupted” during a call
The video stream that is being sent from the mobile device to the desktop device (through the browser’s support for WebRTC video calls) is monitored to see how many video frames have been received by the desktop every 7 seconds.
If the number of frames received in the last 7 seconds is zero then the message "Video Link Interruption" is displayed on the mobile device. This gives an opportunity for the mobile device user to pause their actions for a moment and confirm the desktop user can still see what the mobile device is ‘seeing’. It is clear on the desktop device that this is the case as the video is ‘frozen’ on the last frame received. This occurs (most usually) when bandwidth is reduced at the mobile device side of the call – this can be due to network usage changes (e.g. by PlayStation) or simply that more bandwidth is being used by the KeyNect mobile app; the only use case where the KeyNect app uses significantly more bandwidth (which might affect the video feed to the desktop) is in the event of KeyNect photos being taken.
When using Keyfax it says the “CSRF Token has expired”
The CSRF token is requested when you first land on that Video Question – it can be considered to be similar to an anti-forgery token (something we issue as each page is displayed). If the token becomes old enough there is a risk that a malicious actor could have decrypted the token and so we consider it too old to be safe.
If you leave the page open an hour, we block creation of the video call in case the token security has been broken by a brute force attack in the extended time period.
Clicking on the back icon and re-entering the page should allow you to continue once more.
The mobile camera cannot be selected when on the KeyNect call
Check whether the mobile user has opened their phone camera app. Opening this can take over the camera feed from KeyNect. If this is the case, ask the user to close the camera app, close the KeyNect call and re-join from the SMS/email.
