Screen Pop Blank

What Causes This Error

The agent’s screen pop (the web page that loads when a call connects, usually a CRM record or lead form) is showing blank or not loading. Causes include: incorrect start_call_url configuration, the target CRM URL is down or slow to respond, network issues preventing the browser from reaching the CRM, session/authentication issues with the CRM, or JavaScript errors in the screen pop frame.

How to Fix It

• 1 Check start_call_url in campaign settings: Admin > Campaigns > URL

• 2 Test the URL manually in a browser with sample VICIdial variable substitutions

• 3 Check browser console for errors in the screen pop frame (F12 > Console)

• 4 Verify CRM is accessible from the agent’s network

• 5 Check CRM authentication — session may have expired

• 6 Simplify URL first to verify basic connectivity, then add variables back

• 7 Check VICIdial logs for URL call errors: grep ‘start_call_url’ /var/log/vicidial.log

How to Prevent It

Test screen pop URLs during campaign setup. Monitor CRM availability as part of daily health checks. Use error handling in custom CRM integrations to show fallback content when CRM is slow.

ViciStack’s free 30-day support plan includes unlimited live VICIdial troubleshooting. If you can’t resolve this error with the steps above, our engineers will connect to your system and fix it directly — no support tickets, no hourly billing.