Troubleshooting

This guide outlines common issues when deploying or using MiraBridge Phone, along with recommended actions.

1. Widget Does Not Load in CRM

Symptoms:

  • Blank widget area
  • Browser console shows failed network requests

Checklist:

  • ✅ Ensure the URL includes all required parameters: deploymentId, region, clientId
  • ✅ Confirm Genesys Cloud Embeddable Framework is installed and active
  • ✅ Check browser console for 4xx/5xx errors and compare against your Genesys region

2. Agent Stuck on Login Screen

Symptoms:

  • Genesys login window appears, but does not proceed
  • Redirect loop or OAuth error

Checklist:

  • ✅ Verify that OAuth client is configured with correct redirect URIs (see OAuth Setup)
  • ✅ Make sure the clientId in your widget URL matches your Genesys OAuth configuration
  • ✅ Ensure popup blockers are disabled

3. Seat License Not Available

Symptoms:

  • Message: “No available seats for MiraBridge Phone”
  • CRM features disabled, Genesys still loads

Checklist:

  • ✅ Check that your license count in MiraBridge matches expected usage
  • ✅ Wait 60 seconds if a previous session was interrupted (session will be purged automatically)
  • ✅ Reach out to your MiraBridge administrator if the issue persists

4. CRM Actions Not Triggering

Symptoms:

  • Incoming interactions are not causing screen pops or CRM updates

Checklist:

  • ✅ Make sure the CRM interoperability layer is loaded (see browser console logs)
  • ✅ Confirm your deployment is mapped to the correct CRM variant (e.g., Dynamics v1 vs v2)
  • ✅ Enable debug mode (enableDebug=true) to view more logs

5. Outdated Widget Behavior After Update

Symptoms:

  • Widget does not reflect recent changes (e.g., updated logic, new automations)

Checklist:

  • ✅ Try hard-refreshing your browser (Cmd+Shift+R / Ctrl+Shift+R)
  • ✅ Clear browser cache
  • ✅ Confirm the correct deployment ID is being loaded

6. Audio/Video Issues

Symptoms:

  • No audio during calls
  • Cannot hear the customer or customer cannot hear the agent
  • Echo or audio quality issues

Checklist:

  • ✅ Check browser microphone and speaker permissions
  • ✅ Verify WebRTC is enabled in the browser
  • ✅ Test audio devices in browser settings (chrome://settings/content/microphone)
  • ✅ Ensure no other applications are using the microphone
  • ✅ Check for browser extensions that might block media access
  • ✅ Try using headphones to eliminate echo

7. SSL/TLS Certificate Issues

Symptoms:

  • “Not secure” warnings in the browser
  • Failed to load MiraBridge resources
  • Mixed content warnings

Checklist:

  • ✅ Ensure all URLs use HTTPS protocols
  • ✅ Check that your CRM platform supports HTTPS embedding
  • ✅ Verify no HTTP resources are loaded on HTTPS pages
  • ✅ Clear browser SSL state and try again

8. Network Connectivity Issues

Symptoms:

  • Intermittent connection drops
  • Long loading times
  • Failed API calls

Checklist:

  • ✅ Check firewall rules allow connections to *.mirabridge.cloud
  • ✅ Verify proxy settings if using corporate network
  • ✅ Test from different network (mobile hotspot) to isolate network issues
  • ✅ Check with IT team about WebSocket connections
  • ✅ Ensure ports 80 and 443 are open for outbound connections

Diagnostic Logging

To help MiraBridge Support analyze issues more effectively, two runtime options are available:

enableDebug

Adds verbose output to the browser console. This includes all loading steps, Genesys SDK events, and CRM automations.

enableDiagnostics

Enables client-side telemetry that sends structured logs to MiraBridge servers. This provides support staff with access to session-specific logs for troubleshooting purposes.

Use both flags in your widget URL during investigations:

...?enableDebug=true&enableDiagnostics=true

Retrieving sessionId

If diagnostics are enabled, a unique sessionId will be shown in the browser console at startup:

[MiraBridge] Session started: sessionId=abc123456789

Share this sessionId with the MiraBridge team to help them locate your logs.

⚠️ Session IDs are anonymous. No agent-specific data is stored.

Debug Tips

  • Use browser dev tools to inspect iframe network traffic
  • All console logs are prefixed with [MiraBridge] for easy filtering
  • Enable enableDebug=true for in-browser logs
  • Use enableDiagnostics=true to send logs to MiraBridge support
  • Check for CORS issues when loading Genesys or MiraBridge assets

ℹ️ Still stuck? Collect the sessionId and browser logs, then contact MiraBridge support.