Dialpad Meetings Troubleshooting FAQs
  • 30 May 2023
  • 3 Minutes to read
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Dialpad Meetings Troubleshooting FAQs

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Article Summary

Let's go over some common Dialpad Meetings troubleshooting questions.

How do I send an error report?

We want to hear about it! Follow the commands below to send us an error report that includes the diagnostic logs:

  • Mac: Press Command + E
  • Windows: Press Control +Shift + E

After sending an error report, reach out to our Support Team directly. If your issue is specifically related to a meeting, we suggest reaching out to our team within 24 hours.

Why is my Organizer photo displaying incorrectly?

If you're the Organizer, check the following settings:

  • The right image is uploaded to your account (JPG/PNG, 10MB)
  • You're logged into your own account
  • If you joined by phone, make sure the phone # matches the one on your account

If you're calling in from a number that's shared across your organization (like an office line) and another user image is appearing instead, please contact our Support Team and we can create a team profile for your organization to use.

A team profile allows anyone dialing in from a shared number to appear as a custom company name and logo.

Why is my Participant photo displaying incorrectly?

If your Participant photo is displaying incorrectly, make sure that you've saved them as a contact in your Dialpad Meetings account with their:

  • Full Name
  • Phone Number
  • Email Address
  • Desired photo

The next time they call in, we will do our best to match them up correctly.

For best results, don't use nicknames when saving contacts, as this may confuse identification logic and cause them not to appear correctly in meetings.

If that doesn't work, try having your Participant join via the web and enter their own details.

When they visit your URL, they will be prompted to enter their personal identification information. Only a name is required, but we also allow the option to add:

  • A photo
  • Their LinkedIn Profile
  • An email
  • A phone #

Why am I having mic & camera issues on Chrome?

Getting an error when trying to connect your mic and camera when using Dialpad Meetings via Chrome? 

Try this workaround to resolve your mic issues:

After the permission has been removed, run a test call.

You should be prompted on the top left to give access to your mic. Click Allow.

chrome_DPM_permissions.png

Before following the steps above, make sure that you've checked your computer's audio settings to verify you've got a working mic connected to your computer.

Unable to get HD browser camera stream

If you receive the 'Unable to get HD browser camera stream' error message when trying to connect your camera to Dialpad Meetings, there are 3 possible culprits.

  1. NotReadableError: Could not start video source
  2. Selected camera stream and received camera steam are different
  3. Your browser or OS is taking too long to return the camera media stream

Let's go over what each one means, and how to fix it. 

'NotReadableError'

The 'NotReadableError' means your system could not start the video source. This error appears if you granted permission to use the matching device, but a hardware error occurred at the operating system, browser, or Web page level that prevented access to the device. 

To fix it:

  1. Make sure that no other application is using the camera. 
    • Even virtual camera software like Manycam can block the camera and prevent Dialpad Meetings from accessing your camera
  2. Restart the camera and your OS
  3. If you're using a Windows OS, refer to this video for additional ways to fix this issue 

If the issue persists after following the above steps, please contact Support.

The selected camera stream and received camera steam are different

If you have multiple cameras and another application uses the selected camera, you'll see experience this issue. 

To fix it:

  1. Make sure that no other application is using the camera
    • Even virtual camera software like Manycam can block the camera and prevent Dialpad Meetings from accessing the camera
  2. Restart the camera and your OS
  3. If you're using a Windows OS, refer to this video for additional ways to fix this issue  

If the issue persists after following the above steps, please contact Support.

Your browser or OS is taking too long to return the camera media stream

After introducing Continuity Camera, Apple devices look for an iPhone as an external camera or microphone. It can take 10-15 seconds for the system to look for the device, and if no input is returned during this time, the error message is thrown.

This error only occurs for Users on the macOS Ventura system. 

To fix it:

  1. Ensure you have the latest version of macOS Ventura and the browser; they have fixed this issue
  2. Turn off the continuity camera
  3. Refer to this guide
  4. If you wish to keep it enabled and the issue persists, try re-logging into your iCloud account

If the issue persists after following the above steps, please contact Support.

For more information on common Dialpad Meetings questions, please refer to our General FAQ article.


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