Error codes
Login problems
SF-10010 — We couldn't verify your sign-in
Your identity provider confirmed who you are, but Focus wasn't able to accept the sign-in. This is usually temporary.
What to try: Close the tab, open Focus again and sign in. If it happens twice, contact your support team and quote SF-10010.
SF-10011 — Your account isn't set up in Focus yet
Your sign-in worked. Focus doesn't yet have an account linked to it, so there's nothing for you to sign in to.
This normally means your account hasn't been added to Focus, or it was added under a different email address from the one you signed in with.
What to try: Check with your Focus administrator that you've been added, and that it's the same address you use to sign in. If it looks right, contact your support team and quote SF-10011.
SF-10012 — Your account is locked
Focus recognises your account but it's currently locked, so sign-in is blocked.
What to try: Your Focus administrator can unlock it. If you're not sure who that is, contact your support team and quote SF-10012.
SF-10013 — Sign-in didn't complete
Focus didn't receive a valid response back from your sign-in provider, so it couldn't finish signing you in. This is often caused by a sign-in page left open too long, or an interrupted connection.
What to try: Go back to Focus and start sign-in again rather than reusing the old tab. If it keeps happening, contact your support team and quote SF-10013.
SF-10014 — Something went wrong while signing in
Focus hit an unexpected problem partway through sign-in. Your account and data aren't affected.
What to try: Sign in again. If it happens more than once, contact your support team and quote SF-10014 — this one always warrants a look.
No data showing
SF-10040 — There's no data to show
Focus signed you in, but there are no communications to display.
This usually means one of two things: your account doesn't have permission to see this data, or there simply aren't any communications recorded yet.
What to try: If you're new to Focus, or your organisation has only just started recording, it's normal to see this for a while. If you expected communications to be here, check with your Focus administrator that your account has access to the right data. If you still think something is missing, contact your support team and quote SF-10040.
SF-10041
This error means the user doesn't have any groups assigned so they are not able to see any communications. This often happens if a user logs in for the first time VIA SSO.
What to try: Ask your Focus administrator to assign your account to the right groups — this is something only they can do. If you've just signed in for the first time via SSO, this is a normal step in getting set up. If your groups look correct and you still can't see any communications, contact your support team and quote SF-10041.
SF-10042 — We couldn't load your communication volume
The Volume chart on the home page couldn't load its data. This doesn't mean you've had no calls: your communications are still recorded, and you can find them on the Communications page.
What to try: Select Try again on the chart, or refresh the page. If it keeps happening, contact your support team and quote SF-10042.