> For the complete documentation index, see [llms.txt](https://www.kauneonga.com/docs/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://www.kauneonga.com/docs/help-center/troubleshooting/overview.md).

# Troubleshooting

Browse common Liberty issues by topic and start with the right first checks.

Use this section to troubleshoot common Liberty issues across answering service operations.

Start here to narrow the issue, rule out common setup problems, and collect the right details before escalation.

### Browse by topic

<table data-view="cards"><thead><tr><th>Title</th><th data-card-target data-type="content-ref">Target</th></tr></thead><tbody><tr><td>Session and status issues</td><td><a href="/docs/help-center/troubleshooting/overview/session-and-status-issues.md">Session and status issues</a></td></tr><tr><td>Voice and call handling</td><td><a href="/docs/help-center/troubleshooting/overview/voice-and-call-handling.md">Voice and call handling</a></td></tr><tr><td>Dispatching, SMS, and To Dos</td><td><a href="/docs/help-center/troubleshooting/overview/dispatching-sms-replies-and-recalls.md">Dispatching, SMS Replies, and Recalls</a></td></tr><tr><td>Message delivery issues</td><td><a href="/docs/help-center/troubleshooting/overview/message-delivery-issues.md">Message delivery issues</a></td></tr><tr><td>Skills and routing</td><td><a href="/docs/help-center/troubleshooting/overview/skills-and-routing.md">Skills and routing</a></td></tr><tr><td>Network and browser checks</td><td><a href="/docs/help-center/troubleshooting/overview/network-and-browser-checks.md">Network and browser checks</a></td></tr></tbody></table>

### Start with these checks

{% stepper %}
{% step %}

### Confirm scope

Identify whether the issue affects:

* one user
* one account
* one number or channel
* multiple users or broader operations
  {% endstep %}

{% step %}

### Validate setup

Confirm the user is in the correct portal and account context.

Confirm the workflow, DID, skill, or account feature is enabled and configured.

For voice issues, test from more than one device or network when possible.
{% endstep %}

{% step %}

### Collect evidence

Capture the exact time, timezone, affected user or account, and the exact behavior.

For call issues, include **Call SID**, source number, destination number, caller ID, and whether the call rang, failed, or played audio.
{% endstep %}
{% endstepper %}

### Use the right page for the issue

* Use [Session and status issues](/docs/help-center/troubleshooting/overview/session-and-status-issues.md) for availability, registration, refresh behavior, and Ready % questions.
* Use [Voice and call handling](/docs/help-center/troubleshooting/overview/voice-and-call-handling.md) for DID, outbound, recording disclosure, and outbound relay issues.
* Use [Dispatching, SMS Replies, and Recalls](/docs/help-center/troubleshooting/overview/dispatching-sms-replies-and-recalls.md) for SMS replies, duplicate SMS, message acknowledgement behavior, and Oncall dispatch order.
* Use [Message delivery issues](/docs/help-center/troubleshooting/overview/message-delivery-issues.md) when clients do not receive SMS or email notifications.
* Use [Skills and routing](/docs/help-center/troubleshooting/overview/skills-and-routing.md) for skill coverage, Active Accounts reporting, and routing design questions.
* Use [Network and browser checks](/docs/help-center/troubleshooting/overview/network-and-browser-checks.md) for browser, device, and connection issues that affect voice quality.

{% hint style="info" %}
If the issue affects live operations and you need help now, use the [Help Center](/docs/help-center/overview/help-center.md).
{% endhint %}

### Related resources

* [Help Center](/docs/help-center/overview/help-center.md)
* [IT Best Practices](/docs/help-center/it/it-best-practices.md)
* [Remote internet setup](/docs/help-center/it/remote-internet-setup.md)


---

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