Check your calling setup in about a minute
Calling in Shape depends on a few things working together: your browser, your internet connection, your headset, and your computer. When calls drop, audio sounds choppy, or the call screen doesn’t appear, the Shape Phone Test is the fastest way to find out why.
When to run it:
- When you set up a new computer, headset, or location
- When you have recurring calling or transfer issues
- Before contacting Shape Support about a calling problem
How to run the test
- Log in to Shape.
- Go to secure.setshape.com/phonetest.
- Follow the prompts. The test takes about a minute.
What the test checks
| Check | What it looks at | If it fails, try this |
|---|---|---|
| Browser | Whether your browser is supported and set up correctly | Update Google Chrome. Allow pop-ups, microphone, and notifications for Shape. Turn off extensions that might interfere |
| Internet | Whether your connection can support calls | Switch to wired Ethernet if you can, close bandwidth-heavy apps, and avoid hotspots or cellular data |
| Headset and microphone | Whether Shape can use your headset and hear your microphone | Check that it’s plugged in and selected, allow microphone access in Chrome, or try a different headset |
| Call alerts | Whether incoming call alerts and notifications reach you | Allow notifications for Shape in Chrome and in your computer’s settings |
Got a reference code?
If something fails, the test gives you a reference code. Send it to Shape Support. It lets our team see exactly what the test found, so we can help faster.
Call quality checklist
If the test passes but you still have trouble, work through this list.
Your computer
- Check your memory. If your computer regularly runs near its memory limit, calls and screens can lag. 8 GB of RAM is Shape’s minimum; we recommend 16 GB for people on calls all day.
- Close apps and tabs you aren’t using.
- Keep your computer updated, and set its clock to update automatically.
Chrome
- Use the latest Google Chrome.
- Keep extensions to a minimum. Ad blockers, VPN extensions, and other calling extensions (such as RingCentral or Zoom) can interfere with calls or stop the call screen from appearing.
- Create a separate Chrome profile for Shape if you need lots of extensions for other work.
- Allow pop-ups, microphone, and notifications for Shape.
Your connection
- Use wired Ethernet instead of Wi-Fi when you can.
- Avoid hotspots and cellular data for regular calling.
- Aim for steady numbers, not just speed: latency under 100 ms, jitter under 20 ms, and packet loss under 1%.
Your headset
- Use a wired USB headset with a noise-canceling microphone.
- Try a different headset to rule out the one you’re using.
Your device
Use Shape on a computer for daily calling. The webphone can work in a mobile or tablet browser, but incoming calls only ring while Shape is open on the screen.
For full specs, see Technical Requirements.
Frequently asked questions
How long does the Phone Test take?+
About a minute.
Do I need to be logged in?+
Yes. Log in to Shape first, then go to the Phone Test page.
The test passed, but I’m still having call issues. What now?+
Work through the call quality checklist above, especially memory use, Chrome extensions, and your connection. Then contact Shape Support with details about the issue.
What does the reference code do?+
It lets Shape Support see the test’s findings, so we can investigate faster.
Can I run the test on my phone or tablet?+
For the most useful results, run it on the computer you use for calling.
Contact Shape Support
If you’re still having trouble, contact us and include:
- Your Phone Test reference code, if you got one
- What happened, and when (date, time, and time zone)
- The computer, browser, and headset you were using
- Whether you were on Wi-Fi or a wired connection
Email help@setshape.com, call (888) 718-6344, or visit setshape.com/support.
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