Overview
When a new user tries to register from the Support Center, the captcha verification image does not seem to display.
This a sample CAPTCHA image that users should be able to see.
Solution
If you have enabled the option to require the CAPTCHA for new user registration (Admin CP > Users > Settings > CAPTCHA for new user registration) but it does not show up on the new user registration page, it could be attributed to a browser issue.
Try using a different browser to check whether the website works on a different browser or not.
- Open a different browser. If you don't have an alternate browser, you may search the internet on how to download one of these popular browsers:
- Google Chrome
- Microsoft Edge
- Firefox
- Safari
- Opera
- Access your Kayako Classic Support Center.
- Click the Subscribe tab on the Login section.
- Check if the CAPTCHA verification loads correctly. (as seen on the image above)
If it works in another browser, this means that the other browser is the culprit. Clearing the browser cache, cookies, and history files may help restore the functionality in the affected browser.
Clear cache, cookies, and history files
Browser-related issues are typically caused by damaged browser cache or history files. Click the links below for instructions on how to clear your browser cache and cookies for popular browsers.
Testing
After completing the troubleshooting step above:
- Open the browser in question again.
- Access your Kayako Classic Support Center.
- Click the Subscribe tab on the Login section.
- Check if the CAPTCHA verification loads correctly.
If the problem still persists, please reach out to our support team so we can investigate further.
Contacting the Support Team
- Click the Submit a ticket button at the top or at the bottom of this page. If you already have an open ticket with us for this issue, then skip this step (use the existing ticket).
-
Provide the following details:
- Instance name (e.g., domain.kayako.com)
- A short description of the problem.
- Screenshot of the error if there's any or the actual page where the CAPTCHA should be displaying.
- NOTE: A reproduction video is preferred if available. This will help us expedite the solution should there be a need to investigate the issue further.
- If you are allowing support to impersonate your account for troubleshooting purposes, please see Sharing Secure Access to Your Kayako Classic Helpdesk.
- Include the troubleshooting steps you have already tried.