This guide covers the most common issues you may face and what you can try before contacting the Helpdesk support team.
Resolvists Tier - Everyone
Trying these tips first can save you time and help the Helpdesk focus on more complex requests.
This guide covers:
Agora platform is Slow or Freezing
The Agora may become slow or freeze due to several common factors, such as high server load during peak usage, background maintenance tasks, or temporary network congestion affecting data transfer. It can also occur if a plugin or extension is malfunctioning, the database is overloaded, or if users’ browsers are struggling with cached data or outdated sessions. These issues typically resolve once the underlying load or technical fault is addressed.
Try this:
- Restart your browser (simple but very effective!)
- Close unused applications or browser tabs
- Check for low disk space
- Disconnect and reconnect to Wi-Fi
- For laptops: plug in the power cable (low battery can slow performance)
When to contact the Agora Helpdesk support:
- The device or browser continues freezing
- Programs take several minutes to open
- You hear unusual noises from the device
Email Not Sending or Receiving
The Agora may fail to send or deliver emails for several reasons, including issues with the mail server, incorrect email configuration settings, or delays caused by high outbound email volume. Emails may also be blocked or filtered by users’ spam/security systems.
Try this:
- Check your internet connection
- Close and reopen your email application
- Ensure your mailbox isn’t full
- Search “All Mailboxes” instead of a single folder
- Log in via the web version to see if the issue is local to your computer
When to contact the Agora Helpdesk support:
- You see repeated error messages
- Your email is out of sync across devices
- Shared mailbox access suddenly stops working
Cannot Log In / Password Issues
The Agora user’s login and password may stop working for several reasons, such as the user entering an incorrect or outdated password, especially if they recently changed it on another device or browser. Account authentication issues can also occur due to expired sessions, locked accounts after multiple failed attempts, or banned account due to violation of community guidelines. In some cases, browser autofill may store an old password, or a temporary system glitch may prevent the login service from validating credentials correctly.
Try this:
- Make sure Caps Lock isn’t on
- Try your last known password (it might not have updated everywhere)
- Try to reset your password using the “forgot password” link
- Restart your computer if login is stuck
When to contact the Agora Helpdesk support:
- Your account is locked
- Password reset doesn’t work
Browser Won’t Open or Crashes
A browser may fail to open or crash when loading the Agora if it encounters corrupted cache or cookies, incompatible extensions, or insufficient system resources such as memory. Additionally, outdated browser versions, conflicting security software, or a temporary glitch in the browser’s rendering engine may prevent the page from loading properly.
Try this:
- Restart the computer
- Log out and log back in
- Update your browser to ensure it has the last version (if you have permissions)
- Clear cache (for browser-based apps)
- Try another browser
- Try another device
When to contact the Agora Helpdesk support:
- You cannot access the Agora even after restarting your computer and browser
- You get an error code you don’t understand
Still need help ?
If none of the above solves your issue:
Create a post in the General > Helpdesk & Support category.
Describe your issue and add as much detail as possible (screenshots help!).
Include what you already tried—this speeds up resolution.
We’re here to help, but starting with these quick checks can save you time and keep things running smoothly.