Troubleshooting

I cannot sign in

• Check that you are on the web app of your node. If your account is on another node, choose Sign in with an account of another node and enter your full address, such as alice@node.example.
• Forgot your password? Forgot password? on the sign-in page sends a reset link, but only if your account has a confirmed e-mail address. Otherwise ask the operator of your node.

I lost my second factor

Choose Use a recovery code when the app asks for your code, and enter one of your recovery codes. Then go to Settings → Security, set up a new authenticator app or passkey, and generate new recovery codes.

Without a recovery code, only an admin of your node can reset your second factor. Your encrypted messages still unlock with your recovery key afterwards.

Others cannot hear me, or I cannot hear them

1. Check that the browser may use your microphone. If the device lists stay empty, choose Show devices.
2. Try Hear yourself under Settings → Voice & video to check the microphone and noise suppression.
3. Run Test connection on the same page. It tries every way to reach the voice server and says what is blocked; strict company or school networks often block the ports that voice needs.
4. Voice needs a current browser or the desktop or Android app.

Messages say they cannot be decrypted

A message shows a short reason instead of its text when this device cannot read it.

• “Not decrypted on this device yet”: the device is locked. Unlock it with your recovery key or a passkey.
• “No key for this message”: the message is older than your membership, and the channel does not share that much history with new members, or the key was not in your backup. Keys of older messages may still arrive from other members’ devices.
• “Sending device not confirmed” or a signature warning: tavrn could not confirm who sent it, so it hides the content. Ask the sender.

If you reset your security key, older encrypted messages stay unreadable for you. Rooms can restore them: the banner in the channel lets you ask the room’s moderators, who approve the request after checking that it is really you.

Notifications do not arrive

Check that notifications are allowed for the site in your browser settings and that the room is not muted. Push notifications only arrive while no tavrn tab is open; on iPhone and iPad, tavrn has to be added to the home screen first. See Notifications.

A node cannot be reached

When a node is down, only its own rooms and conversations are unavailable, and the app reconnects when it is back.

Still stuck?

Look at the known issues: the problem may already be known, with a workaround. If it is not, use Report a problem, which explains what helps and where the report goes. Questions go to the Discussions. Problems with a particular node, such as a lost account, are for its operator; the node’s imprint names how to reach them.