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 General Troubleshooting

  1. Log out of the MiCollab application.

  2. Disconnect from GlobalProtect VPN.

  3. Open the MiCollab app and sign in with your Cal Poly username (username@calpoly.edu) and password.

Be sure to use the MiCollab application on your computer and not the Web app!

  1. If you cannot sign in:

    1. Verify that your Cal Poly account is unlocked.

    2. Verify the password you are using is your Cal Poly password.

    3. Put in a Support Center ticket for assistance.

  2. Click the lower right corner of the app with your SoftPhone extension, ensure your SoftPhone is registered (radio button is blue), and the drop-down says SoftPhone.

  3. Place a test call to your MiCollab extension (805-756-xxxx) from your cell phone.

    1. If it connects, your MiCollab SoftPhone is working!

    2. If it doesn't connect, put in a Support Center ticket for assistance.

  4. Connect to GlobalProtect VPN.

  5. Verify your username, password, and extension are correct.
    Username = username@calpoly.edu

 MiCollab Self Deployment

If your MiCollab authentication key expires or you need to activate MiCollab on another device, follow the steps below to generate a new QR code.

  1. Connect to GlobalProtect VPN

  2. Disable your MiCollab softphone on your previous device. 

    1. Mac or PC

    2. Mobile

  3. Sign in to the MiCollab web application with your Cal Poly portal username and password.

  4. Navigate to Settings> General> Self Deployment.
    (Follow the steps A-D shown in the illustration below)

  5. To activate the MiCollab desktop application, click on the QR code (letter E in the illustration above) and allow your browser to open the link in MiCollab.

  6. To activate the MiCollab mobile application, scan the QR code in the MiCollab app using your phone's camera.

  7. Sign in with your Cal Poly portal password to proceed.

 MiCollab Microphone and Audio Settings

Hardware settings are not available in the MiCollab application and will always use your default audio devices.

 Registration Failed

Why

Logged into another instance of MiCollab on another device.

Fix

  1. Disable your MiCollab softphone on your previous device. 

    1. Mac or PC

    2. Mobile

 Deployment Error - Can't sign in to MiCollab

Why

You just changed your Cal Poly password or you can't sign into MiCollab to perform a Self Deployment.

Fix

Check if your AD account is locked.

If your AD account is not locked,

Create a Desk Phone & Voicemail ticket with your phone extension and a description of your issue.

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