Learn How To Fix your integrated dialer when stuck in loading.

If your Integrated Dialer and backup dialer are both stuck on loading, it’s likely due to blocked cookies, VPN interference, ISP or browser settings

Symptoms

Both integrated dialer and backup dialer are stuck on loading.
Credentials are not being accepted and keep on asking the user to log in.
The integrated dialer is stuck on loading and All Users are affected.

Causes

Stuck Cache and cookies
Blocked third-party cookies
Third-party apps that block Five9 Traffic
Outdated browser version
Check if the customer is under any VPN connection
Google's Third-Party Cookie Deprecation Update

Resolution

Clear browser cache. Follow How do I clear the browser's cache and cookies?

Test your ISP

Switch your network: Disconnect from your current Wi-Fi network and connect your device to a mobile hotspot or an alternate network.
Retest the application: Open the application and see if the issue persists.
Review your results:
- If the issue resolves on the new network: Your primary internet connection or router is blocking the application. Please contact your Internet Service Provider (ISP) or local network administrator to investigate.
- If the issue continues on the new network: You can rule out your local network. Reconnect to your usual Wi-Fi and continue with the next troubleshooting step.

VPN-Related Issues

Check VPN: Check if the customer is connected to a corporate VPN (e.g., GlobalProtect, Cisco AnyConnect).
Disconnect and Test: Have the customer temporarily disconnect from the VPN and retest the application.
Evaluate the outcome:
- Issue resolves: The root cause is tied to their corporate network or security policies. Refer the customer to their internal IT Helpdesk for assistance.
- Issue persists: Reconnect the VPN (if required) and proceed to the next troubleshooting step.

The sections below will guide you to check if the issue is being caused by the cookies being blocked which is the most likely cause of the issue.

Configuring Google Chrome

Dialer.io uses Five9 Plus Adapters and Agent Desktop Plus web application which requires Google Chrome to enable 3rd party cookies.

If the Block 3rd party cookies are enabled, this will result in Five9 being unable to communicate with your Integrated Dialer/Backup Dialer, which will cause it to be stuck in loading status.

Step 1. On your Chrome browser, click on "Chrome Options" at the top right.

Step 2. Go to "Settings".

Step 3. Go to "Privacy and Security" on the left side of the page.

Step 4. Go to "Cookies and other site data".

In the new Chrome version 12.0, the option is under Privacy and Security.

Step 5. Select "Block Third-Party Cookies in Incognito."
- This keeps cookies enabled in regular browsing mode while blocking them in Incognito.
- If you choose "Allow all cookies," Chrome frequently resets your preference back to "Block Third-Party Cookies" during browser updates. Selecting the Incognito-specific block option prevents Chrome from overriding your settings when it updates.

Step 6. Close the tab.
Step 7. Relaunch or Refresh the Integrated Dialer/Backup Dialer.
Step 8. Check the option saying Sites that can never use cookies if there is a five9 URL added and remove it.

Check for the latest Chrome update

Step 1. Open Chrome.
Step 2. Click the 3 dots on the top right.
Step 3. Click the Help.
Step 4. Click About Google Chrome.

NOTE:

If there is a pending update, the download will start automatically and prompt you to relaunch Chrome.

Once the relaunch is done, reload the Inteagrated Dialer/Backup Dialer if it loads completely.

If the Chrome browser cookie is set to"Blocked all cookies" due to their company's privacy policy.

Just add the Five9 site to the Customized Behavior, simply click the ADD button beside the Sites that can always use cookies.

Make sure to add the following:

- app-scl.five9.com
- app-atl.five9.com
- us1.five9.com
- us2.five9.com
- us3.five9.com
- us4.five9.com
- us5.five9.com
- us6.five9.com
- us7.five9.com
- us8.five9.com
- us9.five9.com

Click the check box "Including third-party cookies on this site" and refresh the page.

However, if [*.]five9.com is already added to the list of sites that can always use cookies, please try to remove then add it back by following these steps:

Step 1. In Google Chrome, open a new tab and manually type in chrome://settings/cookies in the address bar.
Step 2. Once on the Privacy and Security page, remove the "[*.]five9.com" from the list of "Sites that can always use cookies.".
Step 3. Re-Adding back "[*.]five9.com" to the list of "Sites that can always use cookies", with a checkmark enabling the "including third-party cookies on this site" checkbox.

Configuring Mozilla Firefox

Step 1. On your Firefox browser, click on the Firefox Options at the top right.

Step 2. Go to Settings.

Step 3. Go to Privacy and Security on the left side of the page.

Step 4. Under Enhanced Tracking Protection, Select “Custom” instead of “Standard,” then deselect “Cookies.” Once done, click on ”Reload All Tabs.”

Configuring Microsoft Edge

Step 1. On your Microsoft Edge browser, go to settings or click the 3 dots in the upper right corner.

Step 2. Select the settings in the options.

Step 3. Select cookies and site permissions.

Step 4. Select Manage and delete cookies and site data.

Step 5. Enable "Allow sites to save and to save and read cookie data (recommended)".

Step 6. Click on Clear browsing data on close.

You may also add the following sites:

- app-scl.five9.com
- app-atl.five9.com
- us1.five9.com
- us2.five9.com
- us3.five9.com
- us4.five9.com
- us5.five9.com
- us6.five9.com
- us7.five9.com
- us8.five9.com
- us9.five9.com