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 (not dropping out during the test)
If your connection is unstable, try switching networks or resetting your router.
2. Check Your Hardware and Software
Inspect your headset or microphone for any physical issues.
Confirm your audio devices are properly selected in your computer’s settings.
Ensure the EnrollHere application is updated to the latest version. Outdated software can cause unexpected issues.
3. Perform a System Refresh
Restart your computer or device to clear temporary system glitches.
Log out of the EnrollHere application and then log back in — this refreshes your session.
4. Conduct a Test Call
Place a test call to see if the issue persists.
Pay attention to whether the issue is one-time (temporary) or recurring.
Record any error messages, call drops, or unusual behaviors.
5. When to Contact Support
If problems continue after completing the steps above:
Gather key details such as:
The exact time the issue occurred
How often it happens (once, daily, every call, etc.)
Screenshots or specific error messages
6. Before Reaching Out to Support
Before contacting Support, please take screenshots or a screen recording of the issue so our team can better understand what you’re seeing.
How to Screen Record
On a Mac
Press Command (⌘) + Shift + 5
Choose whether to record the entire screen or a selected portion.
Click Record to start.
Click the Stop button (⏹️) in the menu bar to finish.
Your recording saves automatically to your Desktop (or default folder).
📌 Tip: Use “Options” in the control bar to select your microphone and save location.
On Windows (Snipping Tool — Windows 11)
Open the Snipping Tool (press Windows + Shift + S or search for it).
Click the video camera icon 🎥 to switch to recording mode.
Click New, drag to select your recording area, and then click Start.
When finished, click Stop and then Save As to save your file (usually as
.mp4in Videos → Screen Recordings).
Share these details with the Support team for faster diagnosis.
📌 Tip: If the dialer interface looks broken, missing features, or not loading correctly, try a Hard Refresh before reaching out to Support.