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General Troubleshooting

 click to view how to troubleshoot...

  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

 click to view how to deploy...

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

      Softphone selected with the Disabled toggle button highlighted. Arrow pointing at the headphone icon in the bottom right corner of the app.

    2. Mobile

      Screenshot of MiCollab mobile app with Softphone toggle switch in the Disabled position and greyed out. An arrow below pointing towards the small grey interface button that expands the panel .

  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)

    Screenshot of the Micollab App with A placed near the users name highlighted in the upper right region. B is placed near the Settings highlighted menu item. C is placed near the General highlighted menu item. D is placed near the Self Deployment highlighted menu item.

  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

 click to to see options available...

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

Registration Failed

 click to see why and fix...

Screenshot of Micollab App. Softphone showing headphone icon with a triangle exclamation mark and it also says unavailable.

Why

Logged into another instance of MiCollab on another device.

Fix

  1. Disable your MiCollab softphone on your previous device. 

    1. Mac or PC

      Screenshot of bottom section showing Softphone toggle switch as Disabled hightlighted. An arrow is pointing towards the right at the headphone icon Softphone (EXT).

    2. Mobile

      Screen shot of MiCollab mobile app with Softphone toggle switch in the Disabled position highlighted, Arrow pointing at a small grey button that expands the panel when clicked.

Deployment Error - Can't sign in to MiCollab

 click to see why and fix...
Deployment Error dialog box. User account not deployed or deployment expired. Please ask your administrator to deploy it or use the self deployment feature. Error code 15 200. OK button and Send Diagnostics button.

Deployment Error dialog box. Invalid password, retry. OK button.

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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