Troubleshoot Screen Sharing Issues

If you're having trouble sharing your screen during a Dialpad Meeting, there are a few helpful tips and steps to follow to remedy the most common issues.
Let's go over our recommended solutions.

Connect to a call using your computer

This will check off a few potential firewall issues. If connecting through your computer doesn't work, you might need to talk to your internet provider or company about enabling Dialpad Meetings or WebRTC connections on your network. 

WebRTC is the technology that allows you to connect through your browser and computer. 

Clear your browser cache

Screen sharing is a graphics-intensive process, older processors may need to clear memory to make room.

In Google Chrome, go to Settings > History > Clear Browsing Data > Check Cached images and files and Cookies and other site plug-in data.

Close/quit browser & terminate browser processes

Closing the browser is not enough — the browser might still be running in the background.  You'll need to terminate the process by pressing CTL + ALT + DEL on a PC or Quit + Function on a Mac.

....But my screen share only breaks on Chrome

Some Users are experiencing screen sharing breaks/fails when attempting to share their screen during Meetings while using Chrome on macOS Ventura.

The cause is a bug with how Chrome introduces pending updates. When Users upgrade to macOS Ventura, it removes the pending update and resetting permissions will then restore permissions. 

Affected Users

• macOS Ventura
• Chrome v 98.0.4758.132, 99.0.4844.74, 100.0.4896.45, 101.0.4929.5, 101.0.4933.0
• Screen Sharing on Google Chrome

Steps to Fix

1. Go to System Preferences > Security & Privacy > Privacy Tab > Screen Recording.
2. Click the lock labeled Click the lock 
3. When prompted, enter an admin username and password
4. If it’s already checked, uncheck the box for Google Chrome in the list on the right side.
5. If prompted, choose Later
6. Check the same box for Google Chrome that you just unchecked
7. If prompted, choose Quit & Reopen

For more information on this bug, see Chromium Bug 1306930 and 1307502.

Last Resort: Open a Support Ticket

If the steps above don't solve your issue, reach out to our Customer Care Team so we can take a look.