Troubleshooting
Most issues during a simulation come down to a handful of common causes - browser permissions, audio devices, or network connection. This guide walks through the most frequent problems learners and tutors run into, so you can resolve them quickly and get back into your simulation.
✅ Quick troubleshooting checklist
Before troubleshooting a specific issue, run through this quick checklist, it resolves most problems on its own:
- Use the latest version of Chrome, Edge, or Firefox.
- Make sure you have a strong Wi-Fi or wired internet connection.
- Refresh the SimFlow page and try again.
- Avoid using Private or Incognito mode if browser permissions are blocked.
- Connect a headset to reduce echo and improve audio quality.
- Check that the correct microphone input device is selected in your device settings.
- If you are using a hospital network or VPN, try another network or temporarily disable the VPN if your organisation's policy allows it.
🎤 They Can't Hear Me (Microphone Not Working)
Symptoms
- The microphone appears muted or no audio is detected.
- The character does not respond to what you say.
- SimFlow indicates that it cannot hear you.
Most common causes
- Microphone permission is blocked in your browser.
- The wrong microphone is selected.
- Another application is using your microphone.
How to fix it:
- Check the microphone permission for SimFlow in your browser.
- Allow microphone access if it is blocked, then reload SimFlow.
- Open your device's sound settings and confirm that the correct microphone is selected as the input device.
- Close applications that may be using your microphone, such as Teams, Zoom, or dictation tools.
- Rejoin the simulation and try again.
Tip: If you need help enabling microphone access, see Microphone Permissions section in the Quick Start GuideQuick Start Guide.
🔉 I Can't Hear the Patient (No Output Audio)
Symptoms
- The simulation starts but you cannot hear the character.
- Your device volume appears to be working normally in other applications.
Most common causes
- The wrong output device is selected (e.g. speakers instead of headset)
- Your browser has blocked audio autoplay
- Your device is muted
How to fix it:
- Open your device's sound settings and check the selected output device.
- Switch to the correct headset or speakers if needed.
- Increase your system volume.
- Check the browser tab volume and make sure it is not muted.
- Refresh SimFlow and rejoin the simulation.
📢 Echo, Feedback, or "Robotic" Audio
Symptoms
- You hear your own voice during the simulation.
- The audio sounds distorted, robotic, or unclear.
- There is noticeable feedback between your microphone and speakers.
Most common causes
- Using laptop speakers, which can loop audio back into the microphone
- A poor connection causing jitter
- An unstable Bluetooth headset connection
How to fix it
- Use a wired headset if possible.
- Lower your speaker volume or switch to headphones.
- Move closer to your Wi-Fi router or use a wired internet connection if available.
- Close other applications that use significant bandwidth, such as video calls or downloads.
- Rejoin the simulation and check the audio again.
🚦 Simulation is lagging or the conversation keeps stopping
Symptoms
- Long delays before the character responds.
- Stuttering during the conversation.
- The conversation being interrupted or dropped.
Most common causes
- An unstable network connection.
- High latency or limited bandwidth.
- VPN or hospital network restrictions.
- Other applications using your network connection.
How to fix it
- Try switching to a different network, such as a home Wi-Fi connection or mobile hotspot, if permitted.
- Temporarily disable your VPN if your organisation's policy allows it.
- Close other applications using significant bandwidth, including video calls and streaming services.
- Try the simulation again when the network connection is more stable.
Tip: SimFlow recommends a stable internet connection of at least ~5 Mbps.
🔑 I cannot log in
Symptoms
- Invalid password
- Account not found
- Password reset email not received
Most common causes
- You are using a different email address from the one associated with your account.
- Your password manager has entered incorrect credentials.
- The password reset email has been filtered as spam or junk.
How to fix it:
- Confirm that you are using the email address associated with your SimFlow account.
- Select Forgot password and follow the password reset instructions.
- Check your Spam or Junk folder if you do not receive the reset email.
- If your organisation uses email filtering, ask your IT team to allow emails from SimFlow.
- Try signing in again.
🗂️ A simulation did not save or feedback is missing
Symptoms
- You completed a simulation but no transcript or assessment report appears.
- A tutor cannot find a learner's attempt.
- Feedback is not available after completing the simulation.
Most common causes
- The simulation has not finished processing.
- You exited before processing was complete.
- You are viewing the wrong cohort or scenario list.
How to fix it
- Wait 1–2 minutes to allow the simulation and assessment to finish processing.
- Refresh the page.
- Confirm that you are viewing the correct cohort.
- Confirm that you are checking the correct simulation or scenario.
- If the result is still missing, contact SimFlow support and provide the details below.
Tip: If you are a Tutor or Tutor Admin checking a learner's assessment, make sure you are looking at the correct student and assessment.
📩 Contact SimFlow Support
If the issue continues after trying the relevant troubleshooting steps, contact SimFlow Support at info@SimFlow.
Include the following information so the issue can be investigated more efficiently:
- Organisation and cohort name
- Device you were using
- Browser and browser version
- A description of the issue
- The exact error message, if one appears
- The approximate time the issue occurred
- Whether you were connected to a VPN or hospital network
Providing these details helps support identify whether the issue is related to your account, device, browser, network, or the simulation itself.