Resolving the "Lost Connection: Reconnecting to Resolve" Error Message

If you cannot make or receive calls and the dialer shows "Lost Connection: Reconnecting to Resolve", your PowerCall endpoint is losing its registration. There are three causes, in the order worth checking.

1. Sign Out and Back In

Start here. It fixes most cases in under a minute.

1. Log out of Kixie.
2. Close Chrome fully, then reopen it.
3. Log back in and try a call.

If you cannot log back in and your username and password are definitely correct, your user account may have been deactivated. Ask a manager or admin to check you at Manage > Agents in the Kixie dashboard. A deactivated user can sometimes still receive calls but cannot place them.

2. Check You Have Both Calling Devices

Your account should have two devices. If one is missing, the endpoint cannot stay registered. This sometimes happens if something went wrong when the user account was first created.

To check, log in at app.kixie.com and go to My Profile > Profile > Inbound Call Flow, then scroll down to the Kixie Devices section.

You should see two devices listed, PowerCall and mobileapp. If you see only one, or none at all, email support@kixie.com and ask to have your user account rebuilt. This is not something you can fix yourself.

3. Check Your Network and Firewall

If both devices are present and signing out did not help, something on your computer or network is blocking the connection. This is the most common cause on corporate networks and VPNs.

Two things to try, in order:

• Read Ideal Conditions for the Kixie Dialer and check your setup against it.
• Work through Network and Firewall Setup for Kixie, which lists the ports and addresses that need to be open.

If you are on a company network, your IT team usually has to make these changes. Sending them that second article directly is the fastest route.

If You Need to Send Support Diagnostics

You do not need this unless support asks for it. If they do, here is how to capture what they need:

1. Right click inside the Kixie PowerCall dialer and choose Inspect.
2. Select the Console tab.
3. Enter a phone number in PowerCall and start a call.
4. Screenshot the whole console and send it to support.

Errors like the ones below confirm a firewall or network cause rather than an account one.

For any other error, or if the console shows nothing at all, contact support@kixie.com or your account manager.

Other Ways This Shows Up

Customers describe this as the dialer saying reconnecting, Kixie stuck on connecting, calls dropping immediately, being unable to make or receive calls, the dialer going offline, or a connection error that keeps coming back. If you are seeing "This device is blocked for outbound calling" or "Invalid Device" instead, see that article.