Error messages and what they mean
Last updated: November 10, 2026
Simulations show a message when a call cannot start, ends early, or cannot be scored. Find your message below to see what it means and what to do. Many of these you can fix yourself in a minute.
A message about your microphone or camera
Your browser could not use the device. Nothing in the simulation needs changing.
Message | What to do |
|---|---|
Microphone access was blocked. Allow microphone permissions in your browser settings to continue. | Allow your browser to use the microphone, then start the attempt again. |
No microphone was available. Check that it is connected, that your computer's privacy settings let your browser use it, and that no other app is using it. | Plug in a microphone, then check that your computer's privacy settings let your browser use it. |
We couldn't start your microphone. Close any other app that might be using it, then try again. | Close anything else holding the microphone, such as a video call left open in another window. |
We couldn't access your default microphone. Please select a device to continue. | Choose a different microphone. |
Camera access was blocked. Allow camera permissions in your browser settings to continue. | Allow your browser to use the camera, then start the attempt again. |
No camera was available. Check that it is connected, that your computer's privacy settings let your browser use it, and that no other app is using it. | Plug in a camera, then check your computer's privacy settings. |
We couldn't start your camera. Close any other app that might be using it, then try again. | Close anything else using the camera. |
We couldn't access your default camera. Please select a device to continue. | Choose a different camera. |
Your browser is waiting for you to allow your camera and microphone. Allow access in the browser prompt, then try again. | Answer the permission prompt in the browser, then try again. |
We couldn't receive the video stream for this session. | Check your camera, then your network. |
A message about your network
Something between you and Solidroad is blocking the call. A VPN or an office firewall is the usual cause, so a different network is the quickest way to tell.
Message | What to do |
|---|---|
We can't reach the voice service from your network. If this keeps happening, ask your IT team. | Try a different network, such as a phone hotspot. If it keeps happening, reach out to your administrator. |
We couldn't connect to the voice service. Check your network or firewall settings and try again. | Turn off your VPN and try again. |
The voice service closed the call before your audio reached it. Check your network or firewall settings and try again. | Turn off your VPN and try again. |
Your connection to the voice service dropped, so the call ended. Check your network, then start a new attempt. | Move to a steadier connection, then start a new attempt. |
The call will not start
Starting the attempt again clears most of these. One of them means you have the simulation open twice.
Message | What to do |
|---|---|
This attempt already has a call in flight | You have the simulation open somewhere else. Close the other tab, then start again. |
This attempt is finished, so it cannot start a call | Start a new attempt. The last one has already ended. |
This simulation now runs on a different channel, so open it again | Reload the page. The simulation changed while you had it open. |
All voice sessions are currently busy. Please wait a moment and try again. | Wait a moment, then start the attempt again. |
The call failed to start. Please try again. | Start the attempt again. |
We couldn't set up the call. Please try again. | Start the attempt again. |
Something went wrong with the call. Please try again. | Start the attempt again. |
The call ended before you finished
A call cannot be picked up where it stopped, so each of these means a new attempt.
Message | What to do |
|---|---|
The session reached its time limit and ended. | Nothing is wrong. The call ran for as long as this simulation allows. |
This session is no longer available. Start a new attempt to continue. | Start a new attempt. |
The voice service ended the call unexpectedly. Start a new attempt to continue. | Start a new attempt. |
The conversation ended because of a voice service error. Please try again. | Start a new attempt. Nothing you did caused this. |
The conversation ended because of an AI model error. Please try again. | Start a new attempt. |
The conversation ended unexpectedly. Please try again. | Start a new attempt. Tell your administrator if it happens again. |
Your attempt was not scored
Nothing is kept from an attempt that was not scored, so take it again.
Message | What to do |
|---|---|
We didn't detect any audio from you during the call. Check that your microphone is connected and unmuted, then try again. | Check that your microphone is unmuted and the right device is selected, then take the attempt again. |
The call ended before we heard you, so it hasn't been scored. If you were speaking, check that your microphone is connected and unmuted, then try again. | The call ended before anyone spoke. If you were speaking, check your microphone before you start again. |
We stopped receiving what you said partway through this call, so it hasn't been scored. This was a problem on our side. Please try the attempt again. | Take the attempt again. |
The AI never spoke during this call, so it hasn't been scored. This was a problem on our side. Please try the attempt again. | Take the attempt again. |
The AI stopped responding during this call, so it hasn't been scored. This was a problem on our side. Please try the attempt again. | Take the attempt again. |
A message that needs your administrator
You cannot fix any of these yourself. Send your administrator the message and the name of the simulation.
Message | What it means |
|---|---|
This scenario's voice is misconfigured. An admin needs to fix the AI persona before this can run. | The persona used by the simulation has no voice set. |
There's a problem with this simulation, so it can't start. Contact your administrator. | The simulation cannot start a call as it is built. |
This simulation is too long to run, so its author needs to shorten it | The simulation is over the length limit. |
If that doesn't work
Send your administrator the exact message, the name of the simulation, and roughly when it happened. A screenshot of the message helps.
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If you have any further questions, contact the Solidroad team via the Help tab in the platform.