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Troubleshooting calls that don't connect

Check the Call Logs in Twilio

A record does exist for the call, but the call doesn't connect: If you do see a record for the call in question, but the call destination isn't connected, then there is likely an issue elsewhere. Continue reading for additional troubleshooting.

A record does exist for the call: If you do see a record for the call in question, this indicates Twilio has successfully received the a request for a call, and the issue lies elsewhere. Continue troubleshooting with the following checklist:

A record doesn't exist for the call: If you don't see a record for the call in question, then you'll need to troubleshoot why Twilio isn't registering the call request. For full details, please see the corresponding article:

Check for Debug Events via the Console Call Logs

  1. Access the Call Logs page in Console.
  2. Search for any calls flagged with a debug event - these will be highlighted in red.
    ![[e6133204ff3077059fe7a15ceca12425_MD5.png]]
  3. Clicking on a red highlighted call log will display the Call SID, timestamp, and phone numbers, along with the Notification SID, error code, and error description message.
    ![[06b7a8e57096e6ad2717ba998508009c_MD5.png]]
  4. Scroll down the page to the Request Inspector to see the HTTP status code and response we received from your site.
    ![[da7b2fefb7325f4cf8dad1b4667e8b56_MD5.png]]

No debug events are listed: If you don't see any debug events posted for the call in question, this indicates Twilio believes we have successfully executed the call, and the issue likely lies elsewhere. Continue troubleshooting with the following checklist:

A debug event is listed: If you do see a debug event listed, review the information provided for clues to resolving your issue. Additional information for this error can be found at https://www.twilio.com/docs/api/errors/XXXXX - just replace XXXXX with the error number flagged on your call. If you are unable to resolve your issue with the information provided, continue reading for additional troubleshooting.

Check for Debug Events via the Console Debugger

  1. Access the Debugger page in Console.
  2. Any debug events that have occurred over the selected time-frame will be listed.
    ![[d6afb5faf29bb681e1f48d74d9183565_MD5.png]]
  3. Clicking on a debug event will display the Notification SID, Resource (Call) SID, and timestamp, along with the error code and a description of the problem.
    ![[e4103c5ea7fdf41c21eaaae24a3a7da7_MD5.png]]
  4. Scroll down the page to the Request Inspector to see the HTTP status code and response we received from your site. Review this information for clues to resolving your issue.
    ![[494ab21b852ab317bac1802ebe40bfc5_MD5.png]]

No debug events are listed: If you don't see any debug events posted for the call in question, adjust the timeframe drop-down menu. If you continue to see no results, this indicates Twilio believes we have successfully executed the call, and the issue likely lies elsewhere. Continue troubleshooting with the following checklist:

A debug event is listed: If you do see a debug event listed, review the information provided for clues to resolving your issue. If you are unable to resolve your issue with the information provided, continue reading for additional troubleshooting.