Troubleshooting Common Issues

    This page discusses the common issues and solutions that Zoho Voice users have faced in ZDialer in general and reached out to us.


    ZDialer Extension & Desktop app 
     

    During incoming calls, no ringing sound is heard but notification is displayed

    This issue may occur due to the following reasons:

    1. Check user interaction: Autoplay with sound is allowed only if the user has interacted with the tab/page. Without interaction, the browser may block audio playback. Learn more about autoplay

    Solution:

    • The user must interact with the application by performing an action such as a click, tap, or any other engagement within the interface.

     

    1. Check "Ring-in System Speaker": If a headset is connected, adjusting the volume using your keyboard will only affect the headset, not the system speaker. By default, the ringing sound should play through both the headset and the system speaker, provided the built-in speaker is correctly configured.

    Solution:

    • For macOS users: Navigate to System Settings > Sound > Output > Built-in Speaker, then adjust the volume as needed.

       

    • For Windows users: Navigate to System Settings > Sound > Default Speaker, then adjust the volume as needed.


       

    One-way audio or no audio during calls in the ZDialer Desktop app

    When this issue occurs:

    1. Check Audio Settings:

      1. Click on the Audio Settings (headphones) icon.

      2. Ensure the correct input and output devices are selected.

     

    1. Check the Network Signal Strength:

      1. Hover over the signal strength indicator to view the quality (e.g: Excellent, Poor).

      2. Click the indicator to check inbound and outbound stats. Review the jitter, latency, and packet loss values.

      

    1. If any of the inbound or outbound metrics indicate a poor connection, click Report to generate the report. Save it, and you may email the report to support@zohovoice.com for further assistance. 

     

    Call connects successfully, but no audio is detected in ZDialer Desktop app

    The error appears as shown in the below screenshot:

     
    When this issue occurs:

    1. For Windows and macOS users: The microphone permission might not have been enabled.

    Solution:

    • Navigate to Settings > Privacy & Security > Microphone > ZDialer desktop app. Enable the permission.

      

    For users who continue to experience same issues, please email support@zohovoice.com with detailed screenshots or call recordings of the problem for further investigation.

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