Sanas Installation, Activation, and Performance Troubleshooting Guide
This guide provides comprehensive information regarding the installation and troubleshooting of Sanas audio devices. Users may encounter various issues during installation, activation, or performance of the Sanas App.
Below are key points to consider if any issues arise:
Understanding Device Registration
One common issue users may face is missing Sanas audio devices after installation. This situation typically occurs when the Sanas audio driver did not register during the installation process.
On Windows, users may not see "Sanas Audio"
On macOS, both "Sanas Microphone" and "Sanas Speaker" may be absent
To resolve this issue, it is recommended to perform a clean reinstallation of the application. This involves:
Uninstalling Sanas
Restarting the computer, and
Reinstalling the latest version while ensuring that the installation is done using administrator rights
Steps for Clean Reinstallation
To execute a clean reinstallation, follow these steps:
Uninstall the Sanas App from your computer via Control Panel > Programs > Uninstall a Program.
Select Sanas from the list and uninstall it.
Restart the system.
Download the latest version of the Sanas installer.
Right-click on the installer and select "Run as Administrator" to complete the installation.
After installation, launch the app, activate it, and check if the Sanas audio devices appear in the system sound settings.
Note
Important Note: Engaging in a clean reinstall will remove any existing voice profile data. Users must reactivate the app and recreate their voice profiles after reinstallation.
Connectivity Issues with Sanas
If users are unable to connect to the Sanas server, the issue may lie with a firewall, proxy, antivirus tool, or a security system that inspects TLS (Transport Layer Security) traffic. It is advisable to consult with the IT or network team to whitelist the necessary Sanas endpoints and verify that outbound traffic is not being blocked.
Required Domains for Whitelisting
Your IT team should whitelist the following domains:
*.sanas.ai
*.document360.io
Using wildcards will cover all required subdomains. However, if your firewall does not support wildcards, please contact Sanas Support for a complete list of specific endpoints.
Tip
For self-service reference, refer to our list of Sanas URLs for whitelisting article.
Post-Whitelisting Steps
Once the necessary domains are whitelisted, restart the Sanas App and attempt activation again. If problems persist, ask IT to confirm that no proxy or security tool is intercepting TLS traffic directed at the Sanas domains.
Activation Errors Resolution
Activation errors often occur when the Account ID or User ID entered does not align with the user details set in the Sanas Portal. An administrator should verify the user record in the portal, ensuring that both the User ID and Account ID are accurate.
Understanding Sanas User Activation Key Credentials
It is crucial to mention that User Activation Key (UAK) credentials are case-insensitive. However, avoid copying extra spaces before or after the credentials as they may result in activation failures.
Handling User Deactivation and Reactivation
If a user has been recently deactivated and then reactivated, residual provisioning status may hinder correct activation. Check the user's provisioning status in the Sanas Portal. If challenges persist, it may be effective to create a new user group, add the user with a new User ID, and issue new credentials.
Sanas Provisioning Statuses Explained
The provisioning status provides insights into the user's activation state within the Sanas Portal. Common statuses include Activated, Invited, and Deactivated. Users marked as Deactivated cannot activate the app until they are reprovisioned or reactivated.
When to Raise a Support Ticket?
It is advisable to raise a support ticket under the following circumstances:
If multiple users within the same group experience issues after bulk deactivation or reactivation.
If activation continues to fail even after verifying both credentials and provisioning status.
Warning
Keep in mind: Such scenarios may indicate a larger underlying issue requiring investigation by Sanas Support.
Identifying Call Delay Issues
Call delays may stem from poor network conditions, high CPU usage, or significant system load.
To troubleshoot:
Examine your network latency.
If possible, switch to a wired Ethernet connection.
Consider closing applications that consume excessive CPU resources.
Testing Network Latency
To test network connection for call delays, open Command Prompt on Windows or Terminal on macOS/Linux and input:
ping google.com
A healthy connection typically averages under 50 ms. If latency is elevated or packet loss occurs, conduct a traceroute command and share the results with your IT team.
CPU Usage Impact on Performance
High CPU usage may hinder the performance of Sanas. Monitor CPU usage via Task Manager on Windows or Activity Monitor on macOS. If a process consistently utilizesover 80% CPU, it can adversely affect call quality and application responsiveness.
Browser Impact and Performance Enhancements
Web browsers can also contribute to performance issues, especially with multiple open tabs or extensions running. Clearing browser cache and cookies is recommended. In GoogleChrome, MicrosoftEdge, or MozillaFirefox, go to Settings > Privacy and Security > Clear browsing data, choose "All time," and clear cached files.
System Settings for Optimal Performance
To enhance the performance of Sanas, ensure the following system settings are adjusted:
Select the High Performance power plan on Windows.
On macOS, disable Low Power Mode when connected to power.
Tip
Best Practice: Restart your computer daily to mitigate CPU buildup caused by long-running processes.
Initial Checks for Installation and Activation
When facing installation or activation issues, start with these essential checks:
Ensure you have administrator rights.
Confirm that your computer can access the internet.
Restart your computer.
Verify that the required Sanas domains are whitelisted.
Double-check the accuracy of your Account ID and User ID.
Monitor CPU and network performance to identify potential lag issues.
Note
Most common issues related to installation, activation, and overall performance are typically due to driver registration, blocked network traffic, invalid credentials, or high system load.
FAQs
Why are Sanas audio devices missing after installation?
Missing Sanas audio devices usually indicate that the Sanas audio driver did not register correctly during installation.
How do I perform a clean reinstall of Sanas?
To perform a clean reinstall, uninstall the Sanas App, restart your computer, and then reinstall the latest version as an administrator.
What should I do if my network latency is high?
If your network latency is high, switch to a wired Ethernet connection if possible, and run a traceroute command to share results with your IT team.
What do the Sanas provisioning statuses mean?
Provisioning statuses indicate the user's activation state. Common statuses include Activated, Invited, and Deactivated.
When should I raise a support ticket for activation issues?
Raise a support ticket if multiple users in the same group face issues after bulk deactivation or if activation fails despite verifying credentials.
Support
Need help? Get in touch with our Support Team for assistance.