--- title: "Resolve Dialpad desktop app issues" slug: "resolve-dialpad-desktop-app-issues" updated: 2026-10-15T01:12:38Z published: 2026-10-15T01:12:38Z canonical: "help.servicetitan.com/resolve-dialpad-desktop-app-issues" --- > ## Documentation Index > Fetch the complete documentation index at: https://help.servicetitan.com/llms.txt > Use this file to discover all available pages before exploring further. # Resolve Dialpad desktop app issues ## Overview The Dialpad native desktop app works on Windows and MacOS computers, providing a unified space for team and customer communication. Dialpad desktop app issues can depend on various factors. This guide helps you recognize and fix the common issues with the Dialpad desktop application. --- ### #### Who uses this feature - Office employees and Customer Service Representatives (CSRs) - Applies to all business types #### Feature configuration - To get started with Phones Pro, request a demo on our [Pro Products page](https://www.servicetitan.com/features/pro), or reach out to your Customer Success Manager (CSM) or Pro Account Manager. ## Things to know - Click-to-Call works differently on the desktop app compared to the embedded phone. It initiates a call to the number in the employee's profile and establishes a second connection to the customer. - With Phones Pro, the employees that use the dialpad desktop or mobile apps are required to Press 1 on outbound calls to confirm a real person answered. - To solve underlying problems, address network issues first. - The ServiceTitan Network Test is just a snapshot of the network at the time it is running. While the network may seem effective with low call volumes and activity, it could perform poorly during times of heavy usage. ## Run Dialpad in-app test The Dialpad in-app test assesses both the device capabilities and capacity as well as the Network. 1. Open or download the Dialpad Desktop Application. 2. Click your **Profile Settings**. ![User interface showing status update options and unread conversations in a messaging app.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/resolve-dialpad-desktop-app-issues-image-c07jcyb6.png?sv=2026-02-06&spr=https&st=2026-10-31T01%3A35%3A55Z&se=2026-10-31T02%3A35%3A55Z&sr=c&sp=r&sig=7XyU8yIPByfKbK381FroEdTfXwucUsFdM10Sp%2BqYhhM%3D) 3. Scroll down to the *Issues during a call?* section and click **System test**. 4. The test opens in another screen with the user details auto-populated. 5. When you're ready, click **Start a Test**. ![Form to run a test, requiring email and reason for the test submission.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/resolve-dialpad-desktop-app-issues-image-2u7h8bmh.png?sv=2026-02-06&spr=https&st=2026-10-31T01%3A35%3A55Z&se=2026-10-31T02%3A35%3A55Z&sr=c&sp=r&sig=7XyU8yIPByfKbK381FroEdTfXwucUsFdM10Sp%2BqYhhM%3D) > [!NOTE] > **Note:** The best approach is to have the users reporting the issue conduct a test run. ## Prevent Dialpad app issues Complete basic troubleshooting steps for the Dialpad app. #### Ensure the Dialpad settings are correct 1. In your [Dialpad app](https://dialpad.com/app), click **Profile** and select **Preferences**. *Dialpad App Preferences* window opens. 2. Under *the Notify me about* section, select **Calls** and **Messages**. ![Dialpad app preferences showing notification settings for calls and messages.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/resolve-dialpad-desktop-app-issues-image-b4ukkxt9.png?sv=2026-02-06&spr=https&st=2026-10-31T01%3A35%3A55Z&se=2026-10-31T02%3A35%3A55Z&sr=c&sp=r&sig=7XyU8yIPByfKbK381FroEdTfXwucUsFdM10Sp%2BqYhhM%3D) 3. Go to **Other Settings** on the left side of your screen. 4. Under the *Dialpad Everywhere* section, ensure that the top two options are selected. ![Dialpad app preferences showing settings for call controls and CRM integration options.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/resolve-dialpad-desktop-app-issues-image-ua8gc8nl.png?sv=2026-02-06&spr=https&st=2026-10-31T01%3A35%3A55Z&se=2026-10-31T02%3A35%3A55Z&sr=c&sp=r&sig=7XyU8yIPByfKbK381FroEdTfXwucUsFdM10Sp%2BqYhhM%3D) > [!NOTE] > **Note:** If you are using the Embedded Dialer, ensure that the *Show calls made from other devices* option is selected as well. #### Try using the Dialpad web app 1. Force close or end task to close the Dialpad desktop app. 2. Go to [Dialpad web app](http://dialpad.com/app) page and, login to re-test. > [!NOTE] > **Note:** This is a temporary action only to troubleshoot, not a permanent change. #### Clear cache in Dialpad desktop app - For Windows: - Press the **Alt** key on your keyboard. - On the new menu, click **Help**. - Select **Clear Cache**. ![Menu options in Dialpad with 'Clear Cache' highlighted for user selection.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/resolve-dialpad-desktop-app-issues-image-d99tmbll.png?sv=2026-02-06&spr=https&st=2026-10-31T01%3A35%3A55Z&se=2026-10-31T02%3A35%3A55Z&sr=c&sp=r&sig=7XyU8yIPByfKbK381FroEdTfXwucUsFdM10Sp%2BqYhhM%3D) For MAC: 1. Open the app and click **Help** on the upper menu. 2. Select **Clear Cache**. ![Dialpad application showing help menu options including developer tools and cache clearing.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/resolve-dialpad-desktop-app-issues-image-8vo27ssu.png?sv=2026-02-06&spr=https&st=2026-10-31T01%3A35%3A55Z&se=2026-10-31T02%3A35%3A55Z&sr=c&sp=r&sig=7XyU8yIPByfKbK381FroEdTfXwucUsFdM10Sp%2BqYhhM%3D) #### Clear app data - For Windows: - Press the **Alt** key on your keyboard. - On the new menu, click **Help**. - Select **Toggle Developer Tools**. - Click the **Double Arrows** on the top bar and select **Application**. ![Developer tools showing HTML structure with highlighted application tab for web analysis.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/resolve-dialpad-desktop-app-issues-image-p2shu1kt.png?sv=2026-02-06&spr=https&st=2026-10-31T01%3A35%3A55Z&se=2026-10-31T02%3A35%3A55Z&sr=c&sp=r&sig=7XyU8yIPByfKbK381FroEdTfXwucUsFdM10Sp%2BqYhhM%3D) - On the *Applications* tab select **Clear storage**. - Click **Clear site data**. - For MAC: - Open the app and click **Help** on the upper menu. - Select **Toggle Developer Tools**. - Click the **Double Arrows** on the top bar and select **Application**. - On the *Applications* tab select **Clear storage**. - Click **Clear site data**. ![Application storage settings showing clear storage and site data options for management.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/resolve-dialpad-desktop-app-issues-image-oglh9ect.png?sv=2026-02-06&spr=https&st=2026-10-31T01%3A35%3A55Z&se=2026-10-31T02%3A35%3A55Z&sr=c&sp=r&sig=7XyU8yIPByfKbK381FroEdTfXwucUsFdM10Sp%2BqYhhM%3D) #### Prevent headset issues Issues with headsets can lead to various problems such as dropped or missed calls, and other seemingly unrelated issues. - Ensure that the computer is connected to the USB adapter directly instead of through Bluetooth to the headset. - Download the headset software and ensure it is up to date. > [!NOTE] > **Note:** DECT headsets are not compatible with Dialpad, leading to potential issues with audio quality and dropped calls. To find compatible headsets, see [Get the recommended hardware for Phones Pro](/construction/docs/get-the-recommended-hardware-for-phones-pro). > [!TIP] > **Tip:** Try listening to audio from other sources like YouTube or a music player. If you notice the same issue there, it's likely related to your device, possibly your headset or computer. #### Headset connection setup Wireless headsets must connect to the computer through a USB dongle or adapter to be compatible. Use a dongle to reduce the potential for issues. On your computer: 1. Click the **Speaker icon** at the bottom right side of your screen. 2. Click the **Arrow pointing up** ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/resolve-dialpad-desktop-app-issues-image-ybmszrwd.png?sv=2026-02-06&spr=https&st=2026-10-31T01%3A35%3A55Z&se=2026-10-31T02%3A35%3A55Z&sr=c&sp=r&sig=7XyU8yIPByfKbK381FroEdTfXwucUsFdM10Sp%2BqYhhM%3D) and select the right device. ![Volume slider for NVIDIA High Definition Audio set to maximum level of 100.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/resolve-dialpad-desktop-app-issues-image-r171r3nr.png?sv=2026-02-06&spr=https&st=2026-10-31T01%3A35%3A55Z&se=2026-10-31T02%3A35%3A55Z&sr=c&sp=r&sig=7XyU8yIPByfKbK381FroEdTfXwucUsFdM10Sp%2BqYhhM%3D) On your [DialPad app](https://dialpad.com/app): 1. Click **Settings** ![A simple icon representing a settings gear.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/icon-gnav-settings-inactive.png?sv=2026-02-06&spr=https&st=2026-10-31T01%3A35%3A55Z&se=2026-10-31T02%3A35%3A55Z&sr=c&sp=r&sig=7XyU8yIPByfKbK381FroEdTfXwucUsFdM10Sp%2BqYhhM%3D) . *Hardware Settings* pop-up opens. 2. From the *Microphone* dropdown, select your device. 3. From the *Speaker / Headset* dropdown, select your device. ![Settings menu displaying hardware options for microphone, speaker, and camera configurations.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/resolve-dialpad-desktop-app-issues-image-an1li7m8.png?sv=2026-02-06&spr=https&st=2026-10-31T01%3A35%3A55Z&se=2026-10-31T02%3A35%3A55Z&sr=c&sp=r&sig=7XyU8yIPByfKbK381FroEdTfXwucUsFdM10Sp%2BqYhhM%3D) 4. Click **Test** to receive a test call notification and check the audio. ![Hardware settings menu displaying microphone, speaker, and test call notification details.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/resolve-dialpad-desktop-app-issues-image-zv96h4gn.png?sv=2026-02-06&spr=https&st=2026-10-31T01%3A35%3A55Z&se=2026-10-31T02%3A35%3A55Z&sr=c&sp=r&sig=7XyU8yIPByfKbK381FroEdTfXwucUsFdM10Sp%2BqYhhM%3D) #### Software updates Jabra and Poly headsets come with special software to check the devices' overall condition and identify any necessary updates. - For a Poly device, install the [Poly Lens](https://www.poly.com/gb/en/products/services/cloud/poly-lens/app) software and check for updates. - For a Jabra device, download the [Jabra Direct](https://www.jabra.com/software-and-services/jabra-direct) app and check for updates. ![Jabra Direct software interface showing update options and current software version.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/resolve-dialpad-desktop-app-issues-image-916recl6.png?sv=2026-02-06&spr=https&st=2026-10-31T01%3A35%3A55Z&se=2026-10-31T02%3A35%3A55Z&sr=c&sp=r&sig=7XyU8yIPByfKbK381FroEdTfXwucUsFdM10Sp%2BqYhhM%3D) > [!NOTE] > **Note:** If it's not a Poly or Jabra headset, search the make/model update to see if there's an available software update for it. ## Check your computer's performance On Windows: 1. Select **Ctrl** + **Alt** + **Del** simultaneously on your keyboard. 2. Click **Task Manager > More details > Performance** tab. 3. Navigate to the **CPU** tab and make sure the *Utilization* is less than 75%. ![Task Manager displaying CPU utilization at 3% with detailed performance metrics.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/resolve-dialpad-desktop-app-issues-image-bnpnudv8.png?sv=2026-02-06&spr=https&st=2026-10-31T01%3A35%3A55Z&se=2026-10-31T02%3A35%3A55Z&sr=c&sp=r&sig=7XyU8yIPByfKbK381FroEdTfXwucUsFdM10Sp%2BqYhhM%3D) 4. Navigate to the **Memory** tab and check how much of the available processing speed is being used. ![Task Manager displaying memory usage, with in-use and available memory highlighted.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/resolve-dialpad-desktop-app-issues-image-e7aobnko.png?sv=2026-02-06&spr=https&st=2026-10-31T01%3A35%3A55Z&se=2026-10-31T02%3A35%3A55Z&sr=c&sp=r&sig=7XyU8yIPByfKbK381FroEdTfXwucUsFdM10Sp%2BqYhhM%3D) 5. Take a screenshot of the *Memory* and *CPU* tabs and provide those to the ServiceTitan Support Team. On MAC: 1. Go to the **Menu Bar** of your MAC and click **Go > Utilities > Activity Monitor**. 2. Select the **CPU** tab and make sure the utilization is less than 75%. ![Activity Monitor displaying CPU usage and processes on a Mac system.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/resolve-dialpad-desktop-app-issues-image-7q1hg33u.png?sv=2026-02-06&spr=https&st=2026-10-31T01%3A35%3A55Z&se=2026-10-31T02%3A35%3A55Z&sr=c&sp=r&sig=7XyU8yIPByfKbK381FroEdTfXwucUsFdM10Sp%2BqYhhM%3D) 3. Navigate to the **Memory** tab and check how much of the available processing speed is being used. 4. Take a screenshot of the *Memory* and *CPU* tabs and provide those to the ServiceTitan Support Team. ## Check for other causes #### Check for other wireless devices Keyboards, wifi adapters or routers, mouses, and even some more powerful USB devices can all interfere with a Bluetooth signal. Isolate to just the headset and move devices to different plugs. > [!NOTE] > **Note:** If this fixes the problem, use a USB extender. It's a short cable with an extra input port at the end, which helps distance the receiver from other devices. ## Document and contact Technical Support If the issue persists after trying the steps above and confirming the computer isn't overloaded, gather all necessary information and contact [Technical Support](https://go.servicetitan.com/#/ask) for further assistance. 1. Document the results of the above steps including your screenshots on the case. 2. Collect call examples from the past 24-48 hours at most. Use the format below to provide examples to the Support Agent: 1. Caller's number 2. Number dialed 3. Date, Time & Timezone 4. Description ## Want to learn more? - Visit ServiceTitan Academy and enroll in [Phones Pro Management: Setup Basics](https://servicetitan.docebosaas.com/academy/learn/courses/336/Phones-Pro-Management-Setup-Basics) - See [Phones Pro network recommendations and setup](/construction/docs/phones-pro-network-recommendations-and-setup) ServiceTitan's integrated phone system that routes calls, records conversations, and connects call data to job and customer records. **What it does:** Gives businesses a CSR productivity platform with call tracking, recording, and booking analytics built into the same system as their jobs. **Also called:** ST Phones, Integrated phone system **Tags:** Phones Pro [See the full glossary →](https://help.servicetitan.com/docs/glossary-overview)