Troubleshooting
Almost everything that goes wrong shows up in one of three places: the status pill, a coloured strip under the bar, or the button you just clicked. This page is all of them.
Warning statuses
Section titled “Warning statuses”These replace your normal status in the pill. They mean something about your connection, not about the call.
| Pill | What’s wrong | What to do |
|---|---|---|
| RECONNECTING (amber) | Your phone line dropped and is trying to come back | Wait. You’re paused automatically so no customer reaches a dead line, and put back on Ready when it recovers |
| CONNECTION ERROR (red) | Your phone line failed outright | Nothing — the dialer reloads itself seconds later with a fresh line. Never mid-call or mid-wrap-up, and it won’t loop |
| DISCONNECTED (red) | The dialer has lost its link to the calling system | You are receiving no calls, whatever else the bar says. Check your internet; if it persists, Exit dialer and re-open |
| AUDIO LOST (red) | The call is up but its audio is dead | End the call and redial — see below |
Audio lost
Section titled “Audio lost”A red strip appears under the bar: Audio lost — The caller can’t hear you — end the call and redial. — with an End call button.
That button is the whole fix. The strip won’t rescue the call and there’s nothing to wait for — hang up, then call the contact back. Watch for the case it exists to catch: the pill still reads ON CALL, the timer is still counting, and you’re talking to nobody.
Could not connect
Section titled “Could not connect”A rose strip under the bar, appearing when a call you tried to place never went out. Click it to dismiss; it also clears itself after a few seconds.
| Message | What it means |
|---|---|
| Sign in to the dialer in this tab to place calls. | This GoHighLevel tab isn’t signed in. Open the dialer from the sidebar and sign in |
| Your phone line isn’t connected — close and reopen the dialer. | Do exactly that — Exit dialer, then re-open it |
| Session expired — close and reopen the dialer. | Same fix |
| On your Do-Not-Call list — clear the contact’s DND in GoHighLevel. | This number is suppressed. If that’s wrong, clear the contact’s DND setting in GoHighLevel |
| You’re already on a call. | Finish the call you’re on |
| No Direct DID on your seat — an admin assigns one. | You have no phone number of your own to call from. Your admin fixes this under Numbers |
| Your softphone isn’t provisioned yet. | Your phone line hasn’t finished being set up. Your admin can check it |
| That isn’t a valid phone number. | The number on the contact isn’t dialable — fix it in GoHighLevel |
| US and toll-free numbers only. | The dialer doesn’t call international or premium-rate numbers |
| Couldn’t connect your line. Try again in a moment. | A momentary failure setting your line up. Click the call button again |
| The carrier couldn’t dial that number. | The network refused it. Check the number |
| Couldn’t start the call. Try again. | A momentary failure. Try once more |
| Can’t reach the dialer service. Check your connection and try again. | Your internet, or the service, is unreachable |
Microphone problems
Section titled “Microphone problems”Nobody can hear you, or the dialer can’t find your headset? Everything about microphones — the permission prompt, the three blocked-microphone messages, and picking a different device — is on Settings. The cog stays reachable while your phone line is reconnecting or errored, precisely so you can get at it when it’s broken.
The dialer is open somewhere else
Section titled “The dialer is open somewhere else”A dialer session is already active in another tab or window. means exactly that — the dialer runs in one browser tab at a time. Nothing is taken over until you click Start session here, so if this is the wrong tab, just close it. See Being signed in somewhere else.
A button that seems to do nothing
Section titled “A button that seems to do nothing”The buttons the dialer adds to GoHighLevel’s own screens tell you why they refused by briefly replacing themselves with a short reason.
| Reason | Where | What it means |
|---|---|---|
| Unusable number | The blue call button | That number can’t be dialed as written — usually an extension mixed into the digits. On a list row the hover text says so too: This number can’t be dialed |
| Select contacts first | Add to List | Tick some rows first |
| No usable numbers | Add to List | The rows you ticked have no callable numbers between them |
| Open a smartlist first | Link smartlist | Open or re-apply a smart list, then click again |
If Add to List or Link smartlist does nothing at all — no dialog, no message — you’re not signed in to the dialer in that tab.
“I stopped getting calls”
Section titled ““I stopped getting calls””Work down the bar, left to right:
- Is the pill red? See the table at the top.
- Does it say PAUSED? Press Go Ready.
- Does it say IDLE? You’re not in a campaign — pick one. Closing the GoHighLevel tab, or exiting and re-opening the dialer, drops you out.
- Does the number beside the pill say
0? Nobody eligible is waiting. That’s not a fault. - Still stuck: Exit dialer, open it again from the sidebar, and rejoin.