> ## Documentation Index
> Fetch the complete documentation index at: https://docs.klariqo.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Fix a failed connection test

> What each Test connection result means for your VICIdial compliance and QA connection, and what to change to fix it, without contacting Klariqo.

**Test connection** checks your dialer the way Klariqo will use it, and tells you which step failed. This is for the compliance and QA connection. For voice AI, see [SIP troubleshooting](https://docs.klariqo.com/dialer-integrations/troubleshooting.md).

## Your address and network

| What you see | What to do |
| - | - |
| The address can't be found | Check the spelling of the address. |
| The connection was refused | Check the web service is running on that port. If access is restricted, allow `35.232.23.234`. |
| Nothing answered | A firewall is a common cause, including your cloud provider's. Allow `35.232.23.234`. |
| It's on an internal address | Klariqo connects over the internet, so the dialer needs a public address. |
| The server answered, but not as VICIdial | Check the address, and that VICIdial is running on it. |

## HTTPS and HTTP

| What you see | What to do |
| - | - |
| The certificate didn't check out | Ask your administrator to check its expiry, hostname and full certificate chain. |
| It redirects to http, or to another server | Fix the redirect on your dialer's web server, or enter the address it actually uses. |
| Recording links use http on another server | Your connection is HTTPS, so your recording server needs HTTPS too. |
| The connection uses http and isn't accepted | Your account owner accepts the risk in **Settings**, under **Connections**, or you switch to HTTPS. See [Connect VICIdial](https://docs.klariqo.com/dialer-integrations/connect-vicidial.md). |

## Your API user

| What you see | What to do |
| - | - |
| The user or password was rejected | Check them in your VICIdial admin. |
| The user can't read what's needed | In your VICIdial admin, give the user "GET LEAD INFO" and permission to view reports. |

## Nothing to test yet

| What you see | What to do |
| - | - |
| No recent agents or recordings | The connection may be fine, but there's nothing to read yet. Test again once your agents have taken recorded calls. |

## If a connection keeps failing

Klariqo retries a failing connection less often over time, so it isn't sending your dialer login again and again. It stops retrying in two cases:

* **Only you can fix it,** such as a rejected login, after a day of failing.
* **It has never worked,** after a week of failing.

A connection that has worked before keeps trying once a day for other kinds of failure, such as an outage.

To start again, fix the cause and run **Test connection**. A passing test restarts it at once. Saving a changed address or login does too.

Klariqo can only pick up calls your dialer can still return when it reconnects, so recordings from a long outage may be missing. Check those calls in your dialer.

If a call has recorded but no record appears, check your balance first. See [your balance and top-ups](https://docs.klariqo.com/billing/balance-and-top-ups.md).


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