Seems like you lost your network connection

Problem Statement:

During a Video KYC (VKYC) session, the Agent/VCO/Maker may encounter an error message that reads "Seems like you have lost your network connection. Try switching to a better network or moving closer to a WiFi access point."

Cause:

This error occurs when the Agent's network connectivity is weak or unstable.

Resolution:

To resolve this issue and ensure a seamless VKYC experience, please follow these steps:

1. Refresh & Restart: Refresh the page or click the 'Restart Call' button to reinitiate the VKYC session.
2. Close Background Applications: Ensure no other applications are consuming excessive network bandwidth.
3. Switch Networks: Try switching to a more stable network and restart the call.
4. Check Firewall Settings: Ensure network restrictions are not blocking the VKYC connection.

If the issue persists despite following the above steps, please reach out to our support team by writing to support@hyperverge.co with the following details:

1. HyperVerge Transaction ID

2. Browser name and browser version used to initiate VKYC

3. Device type (Android/iOS/PC/Mac)

4. Any relevant screenshots or error messages