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Troubleshooting: Dialer Connection

If you’re experiencing problems with the dialer, it’s important to narrow down whether the issue is related to your internet, your device, or the application itself. Use the steps below to diagnose and resolve the problem.

Updated over a month ago

1. Verify Your Internet Connection

Make sure you’re connected to a stable network.

  • Run a quick speed test here: Dialer Speed Test

  • When reviewing your results, aim for:

    • Ping: under 100 ms

    • Jitter: under 50 ms

    • Upload & Download: consistent speeds without dropping during the test

If your connection is unstable, try switching networks or restarting your router before continuing.

2. Check Your Hardware and Software

Before making system-level changes, confirm that your setup is correct.

  • Inspect your headset or microphone for any physical damage.

  • Verify the correct audio input and output devices are selected in your computer’s sound settings.

  • Ensure the EnrollHere application is updated to the latest version.

    Outdated software can cause unexpected dialer behavior.

3. Perform a System Refresh

A quick refresh can resolve many temporary issues.

  • Restart your computer or device.

  • Log out of the EnrollHere application, then log back in to refresh your session.

After completing these steps, place a test call to see if the issue is resolved.

4. Flush Your DNS Cache

If problems continue, performing a DNS flush can help resolve connectivity and routing issues by clearing stored network records and forcing fresh connections.

⚠️ Important: You must have administrator privileges to complete this step.
Restarting your device after the DNS flush is required for the process to work correctly.

For Windows Users

  1. In the search bar at the bottom of the screen, type cmd.

  2. Right-click Command Prompt and select Run as administrator.

  3. When prompted, click Yes to confirm.

  4. In the Command Prompt window, type the following command and press Enter:

    ipconfig /flushdns

  5. Wait for the confirmation message:
    ​“Successfully flushed the DNS Resolver Cache.”

  6. Close the Command Prompt window.

  7. Restart your device.

📌 Failure to restart the device can cause complications with the DNS flush process and result in process failure. It is a necessary step, and not completing it may mean having to redo the entire process from the beginning.

For Mac Users

  1. Open Finder and search for Terminal.

  2. Open a new Terminal window.

  3. Type or paste the following command, then press Enter:

    sudo dscacheutil -flushcache; sudo killall -HUP mDNSResponder

  4. When prompted, enter your administrator password.

    • ⚠️ You will not see characters or a cursor while typing — this is normal.

  5. Press Enter after entering your password.

  6. The DNS flush completes when a new terminal prompt appears (no confirmation message is shown).

  7. Close the Terminal window.

  8. Restart your device.

📌 Failure to restart the device can cause complications with the DNS flush process and result in process failure. It is a necessary step, and not completing it may mean having to redo the entire process from the beginning.

5. Conduct a Test Call

After completing the steps above:

  • Place a test call in the dialer.

  • Note whether the issue:

    • Happens once or repeatedly

    • Causes call drops, audio issues, or error messages

  • Write down any specific error messages or unusual behavior.

6. Before Contacting Support

If the issue continues, please gather the following before reaching out:

  • The exact time the issue occurred

  • How often it happens (one-time, daily, every call, etc.)

  • Screenshots or a screen recording showing the issue

Providing these details helps our Support team diagnose the problem faster.

How to Screen Record

On a Mac

  1. Press Command (⌘) + Shift + 5

  2. Choose to record the entire screen or a selected portion

  3. Click Record to start

  4. Click the Stop (⏹️) button in the menu bar to finish

Your recording saves automatically to your Desktop (or default save location).

📌 Tip: Use Options to select your microphone and save location.

On Windows (Windows 11 – Snipping Tool)

  1. Open the Snipping Tool

    • Press Windows + Shift + S or search for it

  2. Click the video camera icon 🎥 to switch to recording mode

  3. Click New, select the recording area, then click Start

  4. Click Stop, then Save As to store your recording
    (Typically saved as .mp4 in Videos → Screen Recordings)

📌 Final Tip:
If the dialer interface appears broken, missing features, or fails to load properly, try a Hard Refresh before contacting Support.

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